Our service commitment

Our service commitment explains our duty to quality client service and what clients can expect from us. We welcome comments, complaints and compliments about our service.

Victims Services is committed to upholding the Charter of Victims Rights. When clients visit or call Victims Services, they can expect that staff will:

  • be courteous, compassionate and respectful
  • be honest and professional
  • be helpful and sensitive to individual needs
  • respect the client’s privacy
  • use plain language
  • respond quickly and accurately to requests for information
  • be accessible during office hours (8am to 6pm).

How we will help clients

​When clients call or visit our office they will be able to speak to a Client Officer and be referred to relevant staff where appropriate​100%
​We will contact clients by the next working day if their telephone enquiry can’t be dealt with immediately​100%
​We will respond to written enquiries within 21 days​100%
​We will refer clients to other services that may be able to assist, if we cannot help​100%
​We will process counselling applications and advise clients within 2 working days​95%
​We will register and acknowledge applications for victims support within 10 working days​95%
​We will advise of an Assessor’s determination within 10 working days​95%

How clients can help us

Have their reference number available when they contact us.

Let us know if they have any special needs or cultural requirements.

Write to us with any change in contact details.

Provide us with all the information we request to process their matter.

Tell us about any delays in sending their information, so we can note our record.

​What we can do for clients

​What we cannot do for clients

We can tell clients what forms they need and help them to fill them out

We cannot give legal advice or tell clients what they should claim

We can briefly explain and answer questions about our services

We cannot tell clients whether they will receive financial support

We can give information about how their matter is progressing

We cannot tell clients exactly when or how their claim will be finalised

We can explain what information is required that may assist their matter

We cannot process payment until we have all the necessary documentation, invoicing and approval

We can process their payment by EFT

We cannot give clients their payment in person