There is a law in Victoria called the Victims’ Charter Act 2006. It states how criminal justice system services and victim support services should treat victims of crime.

For victims of violent crime in Victoria, you can expect:

  • access to assistance through the Victims of Crime Helpline, 8am to 11pm, every day of the year
  • access to support services to help you with the effects of violent crime
  • support throughout the court process
  • information about applying to be on the Victim’s Register, if this is relevant for you.

Providing feedback, complaints and compliments

The agencies you deal with do their best to give you a high standard of service. If you believe any of the Victims' Charter principles have not been followed in your case, you also have the right to make a complaint.

Call the Victims of Crime Helpline on 1800 819 817 and ask for the Victims’ Charter Complaints Officer. This service is for people affected by violent crime. 

The Victims’ Charter Complaints Officer can:

  • try to resolve your complaint by mediating between you and the person or organisation who is the focus of your complaint
  • talk about your options for making a more formal complaint if you're not happy with the result.

Many complaints are sorted out very quickly.

The Victims’ Charter Complaints Officer cannot:

  • change a decision made by a judge, magistrate or tribunal member
  • investigate a complaint which is already being investigated by another organisation 
  • investigate a complaint which is not covered by the Victims' Charter

For more information, call the Victims of Crime Helpline on 1800 819 817 and ask for the Victims’ Charter Complaints Officer.

Victoria's Victims of Crime Commissioner

The Victims of Crime Commissioner aims to improve services and systems in government departments, victim service providers and the justice system to meet the needs of victims of crime.

If you want to report an issue with the justice system or a victims service provider that is likely to be ongoing and affect many victims of crime, you can visit the Victims of Crime Commissioner website (External link), or call the Victims of Crime Commissioner on 1800 010 017.