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Commitment to Service
We will provide you with high quality services. Our commitment outlines how we will do this and what you can expect from us.
Act with care
We will do this by:
- being respectful, courteous and professional
- acting honestly and with integrity
- doing what we say we will do
- following the law in protecting your privacy
- acknowledging when we get it wrong and apologising.
How you can help us:
Treat our staff with respect and courtesy.
Understand your needs
We will do this by:
- listening to and hearing you
- being responsive to your rights and unique circumstances
- explaining the services that best meet your needs
- considering your feedback and taking appropriate action.
How you can help us:
Tell us about your circumstances.
Let us know if you need extra support or assistance when dealing with us.
Respect your time
We will do this by:
- responding when we say we will and following up on your queries
- answering telephone calls quickly and responding to your queries during the call if we can
- acknowledging your emails and feedback on our services within 2 business days
- processing applications as soon as we can.
How you can help us:
Give us all the information we need as soon as you can.
Keep you informed
We will do this by:
- being clear about what we need from you
- giving you information that’s easy to understand
- keeping up to date information on our website
- providing reasons for our decisions.
How you can help us:
Keep us informed of any changes to your details or circumstances.
Make access easy
We will do this by:
- having options for contacting us by phone, email and post
- providing information in different formats and different languages where we can
- promoting services that can support you to communicate with us
- telling you how you can:
- share your feedback with us
- ask for a review of a decision
- make a complaint.
How you can help us:
Provide specific and constructive feedback on our services.
Victims Service is a part of the Department of Communities and Justice. If you contact us, we may provide referrals or suggestions for other organisations who can provide you with assistance, such as organisations who provide casework support or legal advice. Please note we cannot give you legal advice.
Download the Victims Services Commitment to Service.
Last updated:
23 Jul 2024
Contact us
Call
Victims Access Line: 1800 633 063
Aboriginal Contact Line: 1800 019 123
Mon – Fri, 9am to 5pm (excluding public holidays)
For the National Relay Service, call 13 36 77 (TTY) or 1300 555 727 (Speak and Listen).
For interpreter support, call the Translating and Interpreting Service on 13 14 50.
Email
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.
You can access our apology to the Stolen Generations.
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