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Victims Access Line (Monday-Friday, 9am-5pm) 1800 633 063
We welcome your comments about
the service we provide. This feedback is important as it helps us resolve
any concerns and continually improve the services we provide.
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
compliment us when we have done well.
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
If you have a concern, it may be best to 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.
Compliments, feedback or complaints can be lodged 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 provide feedback, compliments or lodge a complaint using the Feedback widget on the right hand side of the Victims Services homepage. To lodge a complaint you can also use our online form.
It is important to:
If you need help, or if you just want to discuss your problem before deciding whether to provide feedback or make a complaint, you can call and speak to us to help you decide what you would like to do next.
Please read Rights and Responsibilities.
The Charter of Victims Rights sets out 18 rights which outline how
government departments should treat and assist you if you are a victim of
crime. Victims Services has a responsibility to receive complaints and to try
to resolve them. The Charter Complaints webpage explains what you can do if you feel
that your rights have not been met.
To lodge a complaint under the Charter, you can complete this online form or download a complaint form.
More information about making a complaint under the Charter, can
be found here.
We will acknowledge your feedback, compliment or complaint within
3 working days.
If a response is required, we will endeavour to provide a response
within 21 working days. Sometimes this 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.
For service complaints we follow the VS Service
Complaints Handling Procedure.
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
If you are not satisfied with Victims Services’ handling of your
complaint, you can request, in writing, a Commissioner’s Review. However, this
review is to ensure that your complaint has been appropriately handled and is
not a review of the findings. An independent officer will conduct a review and
generally these reviews are completed within 21 working days. You will be notified
of the outcome of the review.
For more information about how the Department of Communities and Justice manages complaints please visit the
Feedback and Complaints page.
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.
You can use the Department of Communities and Justice feedback widget which can be found on the right hand side of the
Department of Communities and 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:firstname.lastname@example.org
Contact Victim Services on:Victims Access Line: 1800 633 063Office hours: 9am to 5pm Monday to Friday
To send in a written complaint address the complaint to:
Commissioner of Victims RightsLocked Bag 5118Parramatta NSW 2124