Victims Services

Victims Access Line 1800 633 063, Aboriginal Contact Line 1800 019 123 (Monday-Friday, 9am-5pm)

Feedback and complaints

We are committed to providing you with a quality service. We welcome your feedback – positive or negative.

You can provide us feedback via phone, email or post. Visit contact us for our details.

Make a complaint

Charter complaint

The Charter of Victims Rights sets out 18 rights which outline how government departments should treat and assist you if you are a victim of crime. Read more about Charter Complaints.

To make a Charter complaint, fill out the Charter of Victims Rights complaint form (PDF , 173.2 KB).

You can also read about Rights and Responsibilities of parties to a complaint (PDF , 145.1 KB).

Service complaint

You can also make a service complaint about your experience with Victims Services or an approved counsellor. Complete the Service Complaints form (PDF , 97.3 KB).

A service complaint does not cover decisions made in relation to an application for victims support under the Victims Rights and Support Act 2013. You will need to request an internal review.

Will you protect my privacy?

Yes - we will respect your privacy. Details of your complaint will not be provided to a third party (the complainant) unless you give us permission. You can read our complaints privacy policy.

Where do I send this?

You can send your complaint to:



The Commissioner of Victims Rights
Victims Services
Locked Bag 5118
Parramatta 2124 NSW

You can authorise an agency to make a complaint on your behalf (PDF , 51.5 KB).

You can also call the Victims Access Line (1800 633 063) or Aboriginal Contact Line (1800 019 123).

What happens next?

We will acknowledge your feedback within three working days and advise you of next steps. We will try to resolve all complaints within 21 working days, however sometimes this can take longer if we need to involve other agencies.

Complaints review

You can ask for your complaint to be reviewed by the NSW Ombudsman (administrative complaint) or to the Anti-Discrimination Board (discrimination complaint).

Last updated:

21 Dec 2023

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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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