Program 4.2: Commonwealth Courts Registry Services
The registry services functions for the FCA, the FCFCOA (Division 1) and the FCFCOA (Division 2) are amalgamated into the ‘Commonwealth Courts Registry Services’ program under Outcome 4 (Program 4.2). Within the Courts, the service is known as ‘Court and Tribunal Services’ or ‘CTS’.
The amalgamated service provides an opportunity to shape the delivery of administrative services and stakeholder support across the Courts and Native Title Tribunal in a more innovative and efficient manner. A focus on maximising registry operational effectiveness through streamlined structures and digital innovations will contribute to the future financial sustainability of these operations.
A national approach ensures that the quality and productivity of registry services is the very best it can be. The focus on building consistency of registry practice and expertise in all roles, across all court locations, will continue to support the important work of judges and registrars and improve the experience of court users.
In the 2025–26 financial year, planned replacement and upgrades of key business applications will improve service delivery outcomes for court users.
Performance and key activities
Purpose
To provide efficient and effective registry services to the Commonwealth Courts and Tribunals to support them in achieving their purposes and achieving their key activities.
Outcome
Improved administration and support of the resolution of matters according to law for litigants in the FCA, the FCFCOA (Division 1) and FCFCOA (Division 2), and parties in the Native Title Tribunal through efficient and effective provision of shared corporate and registry services.
Guiding principles
- Deliver efficient and effective registry services to each Commonwealth Court and Tribunal.
- Build a service-oriented and digitally knowledgeable workforce.
- Deliver a high quality consistent registry service experience to all users.
- Improve access to justice.
Key activities
For 2025–26 (and the outlook period through to 2029), Registry Services will progress the following key activities:
| Key activities | 2025–26 | 2026–27 | 2027–28 | 2028–29 |
|---|---|---|---|---|
Design a new service model for integrated registry services in support of jurisdictional strategic priorities. | * | * | * | |
Implement business process changes to complement and leverage the Digital Strategy. | * | * | * | * |
Uplift client service capability through knowledge management and training. Increase workforce planning and capability, and reform enabled by modern technology. | * | * | ||
Support specialisation where that creates efficiency and improved service outcomes. | * | * | ||
Enhance Contact Centre systems and capability. | * | * | * | |
Increase data maturity and data-driven decision making. | * | * | * |
Table 7. Program 4.2 key activities, 2025–26 to 2028–29.
2025–26 significant initiatives
- Support the FCA with Litigant-in-Person initiatives.
- Support the FCA to improve the user experience with regard to non-party file inspections.
- Support the FCFCOA to improve the user experience for divorce applications.
- Support the FCFCOA to improve the user experience in migration cases.
- Optimise service delivery under the court’s interpreter services contract.
- Optimise service delivery under the court’s recording and transcription contract.
- Refine the CTS and associate recruitment strategies to support optimal service delivery.
- Develop greater capability for data informed decision making and quality assurance practices.
- Develop a business case for modern and fit for purpose client service systems.
- Work with the courts to develop enhanced practices and processes that ensure the safety of litigants, particularly in the family law jurisdiction.
Performance measurement
The key outcome measure is contained in Outcome 4 (Programs 4.1 and 4.2) of the Portfolio Budget Statements. That is, improved administration and support of the resolution of matters according to law for litigants in the FCA, the FCFCOA (Division 1), the FCFCOA (Division 2) and parties in the Native Title Tribunal through efficient and effective provision of shared corporate and registry services. Performance against these goals is reported in the Listed Entity annual report.
Performance measure
Goal 1 – All information and service provided by registry services is high quality, timely and meets the needs of clients.
Planned performance result
2025–26 – At least a 90% customer enquiry satisfaction rate.
2026–27 –At least a 90% customer enquiry satisfaction rate.
2027–28 – At least a 90% customer enquiry satisfaction rate.
2028–29 – At least a 90% customer enquiry satisfaction rate.
Rationale
Consistent, timely and accurate advice to clients is essential for high quality service delivery and supports the ability of the judiciary and support staff to operate efficiently and effectively.
Methodology/source
This will be measured by a post-call survey: achievement of 90% satisfaction rating of 4/5 or 5/5 of surveyed clients.
Performance measure
Goal 2 – Timely processing of documents.
Planned performance result
2025–26 – 75% of documents processed within two working days.
2026–27 –75% of documents processed within two working days.
2027–28 – 75% of documents processed within two working days.
2028–29 – 75% of documents processed within two working days.
Rationale
Efficient processing of documents is essential for the efficiency and quality of the conduct of hearings and provision of quality service to clients.
Methodology/source
This will be measured by a report from the Case Management Database of the percentage of documents processed within two working days.
Performance measure
Goal 3 – Efficient registry services.
Planned performance result
2025–26 – All registry services provided within the agreed funding levels.
2026–27 –All registry services provided within the agreed funding levels.
2027–28 – All registry services provided within the agreed funding levels.
2028–29 – All registry services provided within the agreed funding levels.
Rationale
Ensure a sufficient level of staffing resources to provide a range of high-quality registry services at each registry location (e.g. to process documents, answer client enquiries and provide courtroom support).
Methodology/source
This will be measured by regular provision and analysis of financial and budgetary reports to ensure all registry services are provided within agreed funding levels. Staff performance will be monitored through the management structure and the performance review process.
Measures of success
- Effective and efficient use of available resources.
- Improved service delivery capability.
- Quality, timely and consistent information for all court users.
- Maximised benefits of nationalised service delivery.
- An environment that focusses on safety for court users experiencing family violence.
- Maximised efficiency in managing national enquiries.
- Full realisation of the benefits of the Digital Court Program in registry practice.
- Effective digital litigation support provided to the judiciary, profession and litigants.
