Court staff

Judicial Pacific Participation Fund are developing registry resources for Pacific Island countries over the coming months.  Under development are resources on:

  • safety and security
  • victims
  • victims of human trafficking
  • code of conduct
  • dealing with people with disabilities
  • writing policy, standard operating procedures and guidelines.


Providing customer service is a component of every government organisation and a responsibility of all employees working within to deliver.

This is a training toolkit designed to support the delivery of customer service training to court staff and provides information and guidance supported by resources used within the New Zealand Ministry of Justice. 

This is a suggested approach with the expectation that any of these documents or tools will need to be reviewed and tailored to accommodate the individual circumstances of your country (and jurisdiction).

The training aims to provide staff with clarity around their responsibilities and strategies to build on customer service skills and behaviours. In order to optimise the outcomes, training may be supported and enhanced by:

  • Ministry of Justice heads providing guidance and clarity around their expectations for customer service delivery standards through policies, guidelines, mission statements
  • Managers re-enforcing Ministry objectives by monitoring and providing feedback for staff, specifically for the completed assignments, and measuring and reporting on any key performance indicators
  • Managers using the assignments to identify specific training needs for inclusion in workshop training
  • Trainers amending delivery resources and activities to include branding, graphics and tailoring the content and activities to meet identified training needs.


Customer service

Video interview with Matthew Doggett, Manager, Registry Contact Centre Wellington.

Providing customer service is a generic component of every government organisation and the responsibility of all employees working within it to deliver.

The JPPF customer service resources are designed to support the delivery of training to registry staff from the Pacific Island countries and incorporates assignments, workshop design, activities and action plans.

We have also included supporting resources and in the following video you will hear from Matthew Doggett, a manager with the NZ Ministry of Justice. He manages a team of 52 staff at the Registry Contact Centre, Wellington who receive and respond to 400 000 phone calls a year.

Matthew tells his story from a strategic perspective for how training supports and builds from the Ministry RISE values, creating a great customer service culture.

This video can be used by managers and trainers to reinforce the customer service relationship between staff and the values and strategic direction of their organisation. Staff themselves can use the video to complete the customer service assignment and gain an understanding of how training fits within their organisation to support their learning and personal development.

DURATION: 18 min

Dealing with victims

Governmental and non-governmental agencies globally have begun taking steps to combat human trafficking. There are multiple approaches to end human trafficking, ranging from education and investigation to prosecution and victim support services.

JPPF have responded to the issue of dealing with victims of human trafficking by assembling international reports and training resources supplemented with stories from a New Zealand perspective.  

In the following video you will hear from Beverley Duncan-Hurley, a service manager with Court Services for Victims team from the NZ Ministry of Justice, Wellington.  

Beverley shares her experiences as a victim adviser telling us about the NZ legislation for victims, inter agency collaboration efforts and the resulting code of victims’ rights.  She also talks about the skills required to deal with any victim of crime.

This video can be used by all staff, helping with the recognition and education in dealing with victims of any crime not just human trafficking and help provide direction for action they may be able to implement.