Description

The Ministry of the Attorney General is responsible for administering justice in Ontario. Within the Ministry, the Court Services Division is responsible for the administration of the courts. Court Services Division staff provide court office services across the province, including scheduling court cases at the direction of the judiciary, providing information and counter services to the public, and maintaining court records and files.

Pledge

The Division's mission is to provide a modern and professional court service that supports accessible, fair, timely and effective justice services. The Court Services Division is committed to service excellence.

Performance Objectives

1. It is our goal to serve clients with a single filing at our court counters within 30 minutes.
2. It is our commitment that clients using the Family Law Information Centre (FLIC) services will be satisfied with the services they receive.
3. It is our commitment that clients using the Family Mediation services will be satisfied with the services they receive.
4. It is our commitment that Family Law clients who attend an information session will be satisfied with the information they receive.
5. It is our commitment that clients with a disability who access court services, and who ask for assistance in meeting their disability-related needs, will be satisfied with the help they receive.

Performance Results 2010-11

In 2010-11, the following performance was achieved:

• 89.5% of court clients with a single filing were served within 30 minutes, against a target of 90%.  In 2011-12, the target will be 90%.
• 79.8% of clients using the Family Law Information Centre were satisfied with the services they received, against a target of 90%.  In 2011-12, the target will be 90%.
• 94.8% of clients using Family Mediation services were satisfied with the services they received, against a target of 90%.  In 2011-12, the target will be 90%.
• 94.4% of Family Law clients who attend an information session were satisfied with the information they receive, against a target of 90%.  In 2011-12, the target will be 90%.
• 85% of clients with a disability who access court services, and who ask for assistance in meeting their disability-related needs, were satisfied with the help they received in 2009-10, against a target of 85%.  In 2011-12, the target will be 85%.

These performance results also reflect the Ministry’s performance against the Service Standard Pledge.

Complaint and Redress Mechanism

The Court Services Division welcomes feedback about meeting our standards.

Feedback may be provided by telephone, in writing or online. Contact information is contained below.

Review Process

All feedback is reviewed by a Division staff member. If the feedback constitutes a complaint about the service standards, an attempt will be made to respond immediately. If the complainant is not satisfied with the response, the complaint will be forwarded to the manager of the applicable Division's business unit or region, to review and respond within ten business days using the same means of communication that was used to provide the feedback. All reasonable efforts will be made to resolve the complaint.

Feedback is used to facilitate continuous improvement in the way we provide service to the public and stakeholders.

Contact Information:
Assistant Deputy Attorney General
Court Services Division
Ministry of the Attorney General
2nd floor, 720 Bay Street
Toronto ON
M7A 2S9
Telephone: 416-326-4263
http://www.attorneygeneral.jus.gov.on.ca

The Court Services Division is authorized under the Freedom of Information and Protection of Privacy Act, sections 38(2) and 41(1)(b), to collect and use the information provided in your complaint about the Court Services Division's programs and services. We do this to make sure we are providing the best customer service possible. Some of the information that you provide may be your personal information. We will use this information only to review, investigate and respond to your complaint. We care about protecting your privacy. If you have any questions about the complaint process, please use the contact information above.