Complaints and feedback are important
Victims Services welcomes your comments, complaints and compliments about the service we provide. This feedback is important as it allows us to endeavour to resolve your complaint or concern and also helps to ensure we continually improve the services we provide.
How can I make a complaint?
You should first discuss the matter with the staff member you are dealing with. Often this can clear up misunderstandings and help 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 it is about a serious or complex matter or allegation it is best to put it in writing. Written complaints should be addressed to the Director Victims Services at the address below.
If you need help to make a complaint, or if you just want to discuss your problem before deciding whether to make a complaint, you can call and ask for the Client Support Manager who can help you decide what you would like to do next. The number is (02) 8688 5511 or 1800 069 054 if you are outside the Sydney Metropolitan Area.
What can I complain about?
You can make a complaint, or comment or compliment, about the way we provide any of our services. For example, a complaint may be about:
- the conduct of a staff member
- 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 or Authorised Report Writer
- how we have treated you in relation to your rights under the Charter of Victims Rights.
What do I need to do to make a complaint?
It is important when you wish to make a complaint 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.
What help can I get to make a complaint?
Victims Services is committed to assisting you as much as possible in the circumstances. The Client Support Manager can help you with any stage of the complaint process.
The help we provide can include but is not limited to:
- discussing your concerns before you decide to make a complaint
- helping you to put together your complaint
- making inquiries to attempt to resolve the complaint
- providing you with information that may assist with the matter
What if I am unhappy with a compensation determination made by the Tribunal or an Assessor?
If you are not satisfied with a decision of the Tribunal or an Assessor you will need to follow the appeal process and requirements. Your solicitor can give you advice on this. More information can also be found on Appeals.
Employees of Victims Services cannot provide legal advice. The Client Support Manager or staff you are dealing with however may be able to provide you with some information about how to get legal help.
The Department's legal information centre, LawAccess, can be contacted for free legal information and referral to other agencies that may be able to assist you. LawAccess can be contacted at www.lawaccess.nsw.gov.au or on 1300 888 529 (TTY: 1300 889 529) (Telephone interpreter: 131 450).
How will my complaint be dealt with?
We will try to resolve your complaint within 1-2 working days. However we acknowledge that this is not always possible.
We will phone or write to you to tell you how long it might take. We attempt to resolve complaints within 15 working days. Some complaints 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 about Victims Services?
You can request that your complaint be reviewed if you are dissatisfied with how it was originally dealt with. This means that another officer will examine your complaint and the action taken on it and provide you with the outcome of the review. This should take no longer than 15 working days.
If you are still not satisfied with the way Victims Services has handled your complaint, you can contact the Legal and Community Services Division of the Attorney General’s Department. This Division will ask for a report from Victims Services on the events that have given rise to the complaint, how the complaint was handled, and correspond directly with you.
Information on the Attorney General’s Department complaint process is available on the Legal and Community Services Division website.
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.
Contact information
To contact the Client Support Manager ring:
(02) 8688 5511 or
If you are outside Sydney Metropolitan Area 1800 069 054 (freecall)
Office hours: 8.30am to 5.00pm Monday to Friday
To send in a written complaint address the complaint to:
Director Victims Services
Locked Bag 5118
Parramatta NSW 2124
