What is the Victims' Charter Act 2006
Since 2006 there has been a Victims’ Charter Act 2006 in Victoria. It sets out the legal principles on 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?
People who are victims of crime under the victims’ charter include:
- a person who has suffered injury because of a criminal offence
- family members of a person who has died because of a criminal offence
- if an injured person is under that age of 18 years or is unable to manage their own affairs because of mental impairment, a family member who is the representative of that injured person.
People who are adversely affected by crime under the victims’ charter include:
- a person who has suffered injury because of a criminal offence
- family members of a person who has suffered injury because of a criminal offence
- a witness to a crime.
What victims of crime can expect from our services
We are committed to:
- treating victims with courtesy, dignity and respect and responding to the diverse needs of those in need of help
- demonstrating accountability in response to victims of crime through adherence to the Victims’ Charter Act 2006
- giving victims timely and accurate information about their rights and entitlements under the law
- providing assistance that is safe and trauma-informed, while reducing victimisation and re-traumatisation
- monitoring our services and obtaining feedback about our service delivery response
- maintaining a commitment to 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 lodge 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.
How to make a complaint about your treatment under the victims charter
- verbally – directly to the team or office which provided a service or by calling our complaints number on (03) 9280 3879
- by email – complaints@vla.vic.gov.au
- online – visit our complaints page
- by post – Internal Legal Services (ILS), GPO Box 4380, Melbourne VIC 3001.
We understand not everyone can make a written complaint or call us during business hours. People have different communication preferences and needs. We understand there are barriers such as language, disability, homelessness or shift work. We offer a call-back option for people who need to contact us out of business hours.
More information
Read about complaints and our complaint policy.
Read Understanding the victims' charter on the Victims of Crimes Commissioner's website
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