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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:
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