VICTORIA –  

Summary

• The virtual counter connects court registry staff to people anywhere in B.C. through videoconference or by phone for assistance with Provincial and Supreme Court processes
• Expert court services staff can answer questions and share a range of resources and court forms
• The online service is part of the Province’s work to modernize and transform B.C.’s court systems to meet the needs of people in B.C.

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People can receive free, convenient help and advice navigating the court system from anywhere in the province with the launch of the new virtual-counter service.  

The virtual counter connects people with court registry staff remotely by video or phone for help with general inquiries, court forms and other topics related to Provincial and Supreme Court processes.

“Navigating the justice system can be challenging, especially for people who face barriers accessing in-person services,” said Niki Sharma, Attorney General. “People need support that adapts to their circumstances and remote access through the new virtual counter transforms the way we help people. Anyone in British Columbia can now conveniently access these critical services from the comfort of their homes.”

Expert court registry staff can answer questions in real time, share court forms and links, and arrange followup calls. People can choose to connect by video or phone. Confirmations are sent by e-mail and, if a mobile number is provided, by text.  In-person services remain available at court registries.

Convenient, centralized service

The virtual counter operates through a single provincewide queue, so people receive the same level of service no matter where they live. Staff can draw on regional expertise as needed, improving access to the court system for people throughout the province, especially those who face barriers to access in-person services.

“The virtual counter marks a major step forward in modernizing how people receive court services,” said Lain Nicoll, registry technician, Court Registries. “Virtual counter helps replace overloaded phone lines with a system that is clearer, faster and more inclusive for everyone in our province.”

How the virtual counter helps people

The virtual counter supports user with a variety of Provincial and Supreme Court (civil and criminal) processes.

Assistance through the virtual counter can include help with:

• explaining steps in a family, civil, small claims or criminal matter
• clarifying next steps after receiving a court order, notice or registry correspondence
• directing people to the right registry, online service or resource
• understanding which forms are needed and how to complete them
• using electronic court systems to confirm existing information, such as remand days, chambers schedules or small claims sittings

Operators can support with understanding court processes, but cannot provide legal advice, help people complete forms or set court dates.

The virtual counter is part of the Province’s work to enhance the convenience and efficiency of court processes of B.C.’s court services to meet the needs of people in B.C.

Learn More:

To access the virtual-counter service, visit: https://www2.gov.bc.ca/gov/content/justice/courthouse-services/virtual-counter

A backgrounder follows.

• Since its launch as a pilot project in November 2024, approximately 1,500 people have used the virtual counter.
• The service is fully operational and available provincewide as a centralized service.
• Feedback from users has been positive, with clients reporting reduced stress, clearer guidance and faster resolutions through the virtual-counter service.
• User satisfaction remains consistently high with an average rating of 4.7 out of five stars, particularly from people who are representing themselves in court and those with accessibility or mobility needs.
• Each appointment provides as many as 20 minutes of support.
• Resources can be shared by Teams chat, SMS (via WaitWell) or e-mail.
• The virtual counter uses secure platforms, such as Microsoft Teams and WaitWell, and follows provincial privacy policies and protocols.