Auditor finds flaws in Family Court system

Advertiser Staff

The state Family Court should improve how it handles public complaints and informs the community about the complaints process, according to a report released yesterday by state Auditor Marion Higa.

The audit was prompted by lawmakers' concerns about an alleged decline in public confidence in the Family Court and a perceived unfairness in the system.

The audit reported the Family Court staff lacks adequate policies, procedures and training to help them provide consistent answers and resolutions to complainants. The audit also criticized the court for not documenting complaints, and said the court "believes that most complainants are mostly venting."

"Complaints we received from the public seem to contradict the Family Court's outlook on the need to document and record complaints," the audit said. "Although many complaints may be unsubstantiated and there may be reasonable explanations to resolve the complaints, the mere presence of these complaints suggests there are problems that need investigating. However, the problem may be as simple as improving communications between the court and its users."

The audit also said the court's service centers, concierge desks and "We Value Your Opinion" surveys to improve customer service are not effective. It noted an increase in self-represented litigants, which creates more challenges for the court, such as delays and an increased demand on resources.

The audit reported the surveys are one-sided and poorly administered. It said while initial evaluations of such programs were positive, "our review indicates the programs are no longer effective in meeting customer needs and should be re-evaluated."

The auditor's office did commend the state judiciary for providing seminars, gatherings and presentations to educate the public about the justice system, but that "more efforts may be necessary to explain the court system."

"We especially agree that many people do not understand the court process and that the judiciary has a continuing responsibility to educate the public," First Circuit Senior Family Court Judge Frances Wong said in a statement. Wong also noted the Family Court system had 54,347 cases statewide in the 2001 fiscal year.

"Considering budgetary constraints, our judges and staff have provided exemplary customer service while, first and foremost, protecting the neutrality of judicial proceedings in which the welfare of children and families is determined," Wong said.