Victims Services

Victims Access Line 1800 633 063, Aboriginal Contact Line 1800 019 123 (Monday-Friday, 9am-5pm)

Charter complaints

If you are a victim of crime and believe that an agency or person providing services to you has not acted in accordance with the Charter of Victims Rights, you are entitled to make a Charter complaint. 

Complaints can be made about: 

  • all NSW government agencies and their staff working with victims of crime
  • any person (excluding private legal officers and medical practitioners) or non-government agency funded by the state to provide services to victims of crime. 

We do not follow up on complaints regarding the way police investigated your case or court decisions. 

If you feel your rights have not been met, first try talking to the agency in question. If you are not satisfied with the response, ask the agency how you can make a complaint. 

If you are still not satisfied after your complaint has been made, or if you are uncomfortable making a complaint, you should contact us for help. 

What does Victims Services do? 

When we receive complaints about alleged breaches of the Charter, we endeavour to resolve them as quickly as possible. We may also make service recommendations to agencies. 

For more information, view the Rights and responsibilities of parties to a complaint (PDF , 80.9 KB).

How long will it take to resolve my complaint?

We try to resolve all complaints within 21 business days, however depending on the type of complaint this may take longer. 

What is done with my information?

All complaints are kept confidential. With your consent, we make contact with the relevant service provider or agency and assist in resolving your concern. If you don’t give us consent to do this, we will note your concerns but we cannot act on your behalf. You can read more about our complaints privacy policy

How do I make a complaint?

To make a complaint against the Charter, visit Feedback and Complaints

Last updated:

03 Nov 2021

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We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. 

Informed by lessons of the past, Department of Communities and Justice is improving how we work with Aboriginal people and communities. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities.

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