Court Services Division Service Standards

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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 commitment to serve clients in a courteous, professional and respectful manner at our court locations.
  2. It is our commitment to make all of our court forms and guides available in French and English.
  3. Court clients who require assistance with an accessibility-related need will have access to the services of an Accessibility Coordinator at our court locations*.

*In some regions, an Accessibility Coordinator may be assigned to more than one court location, depending on the size of the court.

Performance Results 2013-14

In 2014-15, the following performance was achieved:

  • 89.8% of clients reported that they were served in a courteous, professional and respectful manner, against a target of 100%.
  • 71.2%[1] of court forms and guides were available in French and English, against a target of 90%.
  • 92.1% of court locations had an assigned accessibility coordinator, against a target of 90%.

[1]As of March 31, 2015, 71.2% of court forms and guides are available in both French and English. 100% of court forms and guides that are available on public websites are available in both French and English. Work is underway to translate the forms and guides produced at local court locations into French so that full compliance is reached in 2015-16.

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 divisional manager. 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. The manager will 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.

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

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.