How we deal with complaints
We follow a standard process every time we receive a complaint.
On average, complaints can take 12 to 24 months to finalise. However, some complaints may take longer.
We understand that waiting can be frustrating. However, to ensure every complaint is assessed fairly and given the attention it deserves, we cannot prioritise or fast-track individual complaints.
We receive your complaint
⏱ 3 to 4 months
Once you lodge a complaint, we will contact you within 15 business days to confirm we have received it.
We may need more information from you or the agency involved before we decide if we can deal with your complaint.
If you do not want us to contact the agency your complaint is about, we cannot deal with your complaint.
We decide whether we can deal with your complaint
⏱ 4 to 6 months
We will review the information from both you and the agency to decide whether:
- we can deal with your complaint, or
- another organisation is better placed to help you.
We can only deal with complaints made by, or on behalf of, a victim of crime when:
- the complaint relates to a violent offence, including domestic and family violence
- the complaint is about rights under the Charter of Victims’ Rights
- the agency involved is a government or government-funded agency.
Your complaint might be about more than one agency.
If we decide to deal with your complaint, we will move to Step 3.
If we can't deal with your complaint
We will explain why. For example, your complaint may not relate to a right under the Charter of Victims’ Rights, or it may be outside the Victims’ Commissioner’s powers.
We obtain evidence about your complaint
⏱ 3 to 4 months
We ask the agencies involved to provide detailed information.
- This can take several weeks, and sometimes months.
- We may contact you if we need more information.
- We carefully review the information, which may include documents, video recordings and transcripts.
We work to resolve your complaint
⏱ 3 to 4 months
We prepare draft findings about what happened and whether your rights under the Charter of Victims’ Rights were upheld. We may also make draft recommendations to the agency.
- We share them with you and the agency involved and invite feedback.
- We consider the feedback and finalise our decision.
We send the final resolution to you and the agency.
What recommendations can the Victims’ Commissioner make?
If we cannot resolve your complaint
If you disagree with our decision
Monitoring recommendations
⏱ Ongoing
- We monitor all recommendations and follow up with agencies to see whether they have been implemented.
- We report on recommendations on our website and in the Victims’ Commissioner’s Annual Report.
- No personal information or details that could identify you or any other victim are included.
- We also use this information to identify broader issues affecting victims and to support improvements across the justice system.