Disclaimer: The material in this print-out relates to the law as it applies in the state of Victoria. It is intended as a general guide only. Readers should not act on the basis of any material in this print-out without getting legal advice about their own particular situations. Victoria Legal Aid disclaims any liability howsoever caused to any person in respect of any action taken in reliance on the contents of the publication.

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How we treat victims of crime – the Victims' Charter Act 2006

We treat victims of crime with courtesy, dignity and respect. Read about our obligations under the Victorian Victims' Charter Act 2006.

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What is the Victims' Charter Act 2006

Since 2006 there has been a Victims’ Charter Act 2006 in Victoria. It sets out the principles guiding how the criminal justice system, and agencies that work with victims of crime, should respond to victims of crime.

Read more information on the Victims of Crimes Commissioner’s website – Understanding the victims' charter.

Who is a victim of crime under the charter?

You are a victim of crime if you:

  • have suffered an injury as a direct result of a criminal offence
  • are a family member of a person who has died as a direct result of a criminal offence
  • are a family member of a person who is under 18 and that person has suffered an injury as a direct result of a criminal offence
  • are a family member of a person who is incapable of managing their own affairs, and that person has suffered an injury as a direct result of a criminal offence.

If you have seen a crime happen or are a family member of someone who was affected by a crime (but they didn't die because of it), you are considered to be harmed by the crime and still have legal protections.

What victims of crime can expect from our services

We are committed to:

  • treating victims with courtesy, dignity and respect
  • finding ways to help those with diverse needs
  • taking responsibility for our actions when we respond to victims of crime by adhering to the Victims’ Charter Act 2006
  • giving victims timely and accurate information about their rights and entitlements under the law
  • providing help that is safe and trauma-informed, while reducing victimisation and re-traumatisation
  • monitoring our performance and seeking feedback about our service delivery response
  • continuous improvement of our response to victims of crime.

How to make a complaint about our treatment of victims of crime

If you feel that we have not met our obligations to you as a victim under the victims’ charter, you can make a complaint.

We aim to resolve complaints quickly and fairly. We are committed to providing the best possible service and using your feedback to improve our services.

You can make a complaint by:

  • speaking to the team or office who provided the service
  • calling our complaints number on (03) 9280 3879
  • using our after-hours call-back service
  • emailing us at complaints@vla.vic.gov.au
  • visiting our complaints page
  • sending a letter to:
    • Internal Legal Services (ILS)
      GPO Box 4380
      Melbourne VIC 3001.

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