Service charter

The ACT Courts and Tribunal (ACTCT) aims to provide high quality support to judicial officers and tribunal members and high quality services to the public using the courts and ACAT.

The ACTCT recognises customers of the courts and ACAT have different needs and expectations.

The ACTCT is committed to ensuring the principles of access and equity for all of our customers, regardless of sex, race, religion, language or national or ethnic origin.

The ACTCT values our customers and aims to provide support to customers in accordance with this Service Charter.

Our organisational values

The values of the ACTCT are respect, integrity, collaboration and innovation.


  • We take pride in our work
  • We value the contribution of others and
  • We relate to colleagues and clients in a fair, decent and respectful manner


  • We do what we say we will do, and respond appropriately when the unexpected occurs
  • We take responsibility and are accountable for our decisions and actions and
  • We engage genuinely with the community, managing resources entrusted to us honestly and responsibly


  • We work openly and share information to reach shared goals and
  • We take on board other views when solving problems and welcome feedback on how we can do things better


  • We look for ways to continuously improve our services and skills and
  • We are open to change and new ideas from all sources

Our behaviours

Our staff must:

  • undertake their duties with reasonable care and diligence, impartiality and honesty;
  • uphold the values of the public service and
  • act with integrity and uphold the reputation of the courts, ACAT and ACTCT.

You can expect ACTCT staff to:

  • be professional, polite and impartial
  • provide a prompt and efficient service and
  • do our best to protect the welfare and rights of court and tribunal users.

Our services


  • provides practical and procedural information about the work of the Supreme Court, Magistrates Court, Coroners Court and ACAT and matters before them
  • provides counter services for enquiries and the lodgement of court and ACAT documents
  • creates and maintain court and tribunal records, and provides safe custody for subpoenaed documents, wills and exhibits
  • collects court and tribunal fees and fines
  • provides access to files or documents to court and tribunal users
  • prepares and distributes court and tribunal hearing dates and times
  • provides administrative assistance to judicial officers and tribunal members in the performance of their duties
  • summons members of the public to serve as jurors in criminal trials and
  • provides library services through the Russell Fox Library.

The ACTCT does not:

  • give legal advice or opinion
  • recommend particular solicitors or legal firms or
  • prepare documents for you or research your matter.

You can assist the ACTCT by:

  • being punctual for court and ACAT appointments
  • providing accurate information and legible documents
  • responding quickly to our requests
  • treating our staff with respect
  • complying with what is required of you by law
  • taking responsibility for your matter and taking steps to obtain legal advice if needed and
  • reporting any suspicious behaviour to a security officer or member of our staff.

Please let us know if you have had a positive experience with the ACTCT. If you believe that the ACTCT has not met this service charter, you can provide feedback to us.

Glossary and terms

Glossary and terms

ACT Civil and Administrative TribunalA tribunal established under the ACT Civil and Administrative Tribunal Act 2008. It may also be referred to as ACAT or Tribunal.

Adjourn (or adjournment)To suspend or postpone a preliminary conference, mediation or hearing and reschedule it for a future date.

Administrative reviewACAT has jurisdiction to review some administrative decisions made by the ACT Government. Find out about Review of ACT Government decisions.

Alternative dispute resolution (ADR)Also known as dispute resolution. This is a way of resolving disputes without a formal hearing. It may involve a preliminary conference or mediation. ADR is used to help parties resolve cases by agreement.

AnorMeans ‘and another’. This term is generally used to name parties to proceedings when there is more than one applicant or respondent.

Appeal TribunalA tribunal constituted under section 81 of the ACT Civil and Administrative Tribunal 2008 to review a decision of the tribunal (not all ACAT decisions are appealable at ACAT – you may need to go to the Supreme Court).

AppellantThe individual or company that appeals an ACAT decision.

ApplicantThe individual or company that brings a case to ACAT, usually by making an application.

Authorising lawsA law that says an application (including referrals) may be made to ACAT. An authorising law may also set out the powers ACAT has in a case. Also see ‘jurisdiction’.

Calling a witnessA party or their representative will ‘call a witness’ at an ACAT hearing when they ask a witness to give evidence.

CaseAlso known as a matter, dispute, application or referral. Cases come to ACAT when ACAT has jurisdiction (power) to make a decision.

Cross-examinationThe process of asking a witness questions to test or check the evidence that the witness has given to ACAT.

Defined benefitsare the following benefits (see section 33 of the MAI Act):

  1. income replacement benefits;
  2. treatment and care benefits;
  3. quality of life benefits;
  4. death benefits;
  5. funeral benefits.

Deliver a decisionAlso ‘handing down a decision’. This is giving a decision about an ACAT case. It may be done verbally or in writing (or both).

DirectionsInstructions that set out what each party must do (and when), often to prepare a case for hearing.

Directions hearingA short hearing where an ACAT Member or Registrar decides how to manage a case and what needs to be done before a hearing. Find out about directions hearings.

Ex parte orderAn order made by ACAT where one or more parties were not present.

Expert reportA written report from an expert that may be used as evidence.

Expert witnessA person with specialised knowledge based on their training, study or experience. An expert can give evidence at a hearing. Find out more about witness statements.

Final directions hearingSometimes ACAT will hold a final directions hearing prior to the final hearing of an application. The purpose is to make sure the case is ready to go to a hearing and give the parties a chance to ask questions about the hearing process.

Handed upGiving documents to an ACAT Member or Registrar in a hearing.

In chambersWhen ACAT considers something without holding a hearing.

Joined party (joined/joinder)A party who was not originally a party to the dispute but has later been added to the case.

JurisdictionACAT’s authority (power) to deal with, hear and decide applications (cases).

LeaveIf someone asks for leave, they are usually asking for permission to do something.

List (or listing)A schedule (or list) of cases to be heard at ACAT each day.

Listing noticeA letter or written document from ACAT that sets out when a conference, mediation or hearing is scheduled at ACAT.

MAI ActMotor Accident Injuries Act 2019 (ACT).

MediationA private meeting where parties discuss ways to resolve their dispute, with the help of an impartial mediator (who is also an ACAT Member or Registrar). It is held under section 35 of the ACT Civil and Administrative Tribunal Act 2008.

Non-publication and/or non-disclosure orderAlso called a ‘suppression order’. It is an order that requires certain information not to be published or disclosed. It is made under section 39 of the ACT Civil and Administrative Tribunal Act 2008. Find out about public hearings and confidentiality.

Notice to partiesA letter sent to the parties in a case that sets out the time, date and location for an ACAT conference, mediation or hearing.

Opening statementUsually means a statement made at the beginning of a hearing to outline the key points in the case. Sometimes parties are asked to give an opening statement at a mediation or preliminary conference.

Originating applicationAn application that starts an ACAT case.

Party or partiesAn individual or company directly involved in an ACAT case, for example an applicant or respondent. Find out how to identify and name parties.

Preliminary conferenceA private meeting where parties discuss ways to resolve their dispute with the help of an ACAT Member or Registrar. See section 33 of the ACT Civil and Administrative Tribunal Act 2008. ACAT has different types of preliminary conferences.

RegistryThe administrative section of ACAT that accepts documents lodged by parties, handles enquiries and provides support for case management.

Relevant insurerfor a motor accident, means the insurer under the Motor Accident Injuries Act 2019 (see section 34) of the motor vehicle considered to be at fault for the motor accident in the ACT.

RepresentativeA person who represents or advocates for an individual or company at a conference, mediation or hearing at ACAT. For example, a legal practitioner or an attorney appointed under a general power of attorney.

Reserved decisionWhen an ACAT Member or Registrar reserves a decision (at the end of a hearing), this means they will give their decision later, either verbally or in writing (sometimes both).

RespondentThe party (or parties) against whom orders or relief is sought.

Serve/serviceA person who can give evidence at a hearing. Find out about witness statements.

Short service orderAn order that authorises a shorter time for service (than the time otherwise required).

Significant occupational impact (SOI)Significant impact on an injured person’s ability to undertake employment.

Statement of reasonsA document that explains why ACAT made an order in a case. It sets out the law relied on by an ACAT Member or Registrar and explains how the law was applied to the facts of the case. You can request a written statement of reasons within 14 days after an order is made. Find out about statement of reasons.

StayAn order for a particular action (or decision) to be put on hold or suspended for a period of time.

SubmissionA document that sets out your side of a case or dispute and the relevant law. It is presented to ACAT either in writing, verbally or both. Find out about submissions.

SubpoenaRequires a person to appear at ACAT to give evidence or provide documents (or both). Find out about subpoenas.

Substituted service orderAn order that says how a party is to be served with an application or other documents related to the proceedings. In a civil dispute or a rental dispute, an applicant will need to consider asking for a substituted service order if they do not have a physical address for the respondent. Find out about lodging and serving documents.

WitnessA person who can give evidence at a hearing. Find out about witness statements.