Please note: AI tools may give you incorrect information about the FAS
Some artificial intelligence (AI) tools may provide inaccurate advice about the Victorian Financial Assistance Scheme (FAS). Make sure you use information from victimsofcrime.vic.gov.au/fas for help with applications.
Complaints about the Financial Assistance Scheme
The Financial Assistance Scheme (FAS) ensures all applications are thoroughly reviewed with the victim's needs at the centre.
If we have not met your expectations, you can provide feedback or make a complaint. This could be about the scheme, the conduct of any scheme decision makers, or our staff.
We will resolve complaints in a fair and prompt manner.
How to make a complaint
Call the FAS Helpline on 1800 161 136
Open 8:30am-5:30pm Monday to Friday, except public holidays.
Complaint outcomes
We will notify you of the outcome and provide you with information including:
- acknowledgement of error and information on how the error occurred
- steps the FAS has/will take to prevent recurrence of the issue
- apology
- referral to another body.
Timings
We aim to respond to your feedback or complaint within 21 days, or 2 months if more complex issues are raised. If these timelines can't be met, we will let you know when you can expect a response.
Victims of Crime Commissioner
If you were dissatisfied with the response from FAS to your complaint and it relates to a breach of the Victims Charter 2026, you can complain to the Victims of Crime Commissioner(opens in a new window).
Victorian Ombudsman
The Victorian Ombudsman investigates complaints about Victorian Government departments and agencies.
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