Feedback about our service

    Feedback is important

    We welcome your comments about the service we provide. This feedback is important as it helps us resolve your concern and continually improve the services we provide.

    What can I comment about?

    You can make a comment about the way we provide any of our services. For example:

    • the policies or procedures of Victims Services

    • the quality of service you have received directly from us

    • the quality of service you have received directly from an Approved Counsellor

    • how we have treated you in relation to your rights under the Charter of Victims Rights

    • the conduct of a staff member.

    What if I am unhappy with a decision about my application for support?

    If you are unhappy with the decision made regarding your application for support you cannot lodge a complaint but you may be able to request a review. More information can be found in the Review section.

    What if I want to make a complaint?

    You should first discuss the matter with the staff member you are dealing with. Often this can clear up misunderstandings and sort out problems quickly. You can ask to speak with the staff member's supervisor or manager if you feel this is necessary.

    Complaints can be made over the phone or in writing. If a complaint is about a serious or complex matter or allegation it is best to put it in writing. Written complaints should be addressed to the Commissioner of Victims Rights at the address below.

    You can also make a complaint using the Feedback widget on the right hand side of the Victims Services homepage.

    It is important to:

    • tell us as soon as possible about the matter

    • state clearly what your complaint is

    • give us information and details to assist in investigating the matter

    • provide any further information needed as soon as possible.

    If you need help, or if you just want to discuss your problem before deciding whether to make a complaint, you can call and speak to a manager who can help you decide what you would like to do next.

    How will my complaint be dealt with?

    We will acknowledge your complaint within 3 business days.

    Most complaints are finalised within 21 business days, however some may take longer because, for example, we might need to get information from other people or agencies. We will advise you of steps we are taking and of the date you can expect an outcome.

    If your complaint is about your treatment by another government agency under the Charter of Victims Rights we will follow the process for dealing with Charter complaints.

     

    What if I am unhappy with the outcome of a complaint?

    You can request that your complaint be reviewed if you are dissatisfied with how it was originally dealt with. This means an independent officer will conduct a review to ensure we correctly handled your complaint. Generally these reviews are completed within 30 days and you will be notified of the outcome of the review.

    For more information about how the Department of Justice manages complaints please visit the Feedback and Complaints page.

    How will my privacy be protected?

    We are committed to protecting your privacy during the complaints handling process.

    If a third party has information about your complaint or can verify the information you have provided, it is reasonable for them to be contacted during the complaint resolution process.

    If another government agency or department can assist with resolving your complaint we may need to give some information to that agency. We will discuss this first with you before doing so.

    If you have authorised someone else to receive or seek information on your behalf you should send us a letter with their details and confirming that you want us to give them information about your complaint.

    If you would like to provide feedback about our Approved Counselling Service.

    More information can be found on our Counselling feedback page.

    Would you like to provide feedback about this website?

    You can use the Department of Justice feedback widget which can be found on the right hand side of the Department of Justice homepage and also on the Feedback and Complaints page. The widget is simple to use and automatically directs your feedback to the appropriate area.

    Do you have suggestions for our site?  Please email your feedback or suggestions to:
    vs@justice.nsw.gov.au

    Contact information

    Contact Victim Services on:
    Victims Access Line: 1800 633 063
    Office hours: 8am to 6pm Monday to Friday

    To send in a written complaint address the complaint to:

    Commissioner of Victims Rights
    Locked Bag 5118
    Parramatta NSW 2124