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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 Review section.
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 Strategy and Complaints Manager 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. You can also complete this 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.
Victims Services require the consent of the client in investigating the complaint. If you are lodging a complaint on behalf of someone else, please complete this form and send it to Victims Services with your complaint form.
Please read Rights and Responsibilities of Parties to a Complaint.
Please read information about Approved Counsellor Complaints.
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 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.
All complainants are entitled to an internal review of the complaint process. This will not be a review of the outcome, but rather to ensure that the complaint handling process was followed. For more information about how the Department of Communities and Justice manages complaints please visit the Feedback and Complaints page.
If you wish to have someone
else seek or receive feedback on your behalf related to a complaint, you need
to complete the attached form.
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:email@example.com
Contact Victim Services on:Victims Access Line: 1800 633 063Office hours: 9am to 5pm Monday to FridayEmail: firstname.lastname@example.org
To send in a written complaint address the complaint to:
Strategy and Complaints ManagerLocked Bag 5118Parramatta NSW 2124