Assessing and investigating complaints

A victim may make a complaint about their experience with your agency to the Commissioner.

Under the current legislation, the victim must first raise their issue directly with your agency. If they are not satisfied with your agency’s response, they can raise the issue with the Commissioner.

If the Commissioner decides to proceed with the complaint, your agency will be contacted to provide:

• information about your agency’s response to the initial complaint
• additional information relevant to the alleged breaches of the Victims’ Charter

If an investigation is conducted into your agency’s conduct with the victim of crime, you will be notified and invited to make a submission in relation to any proposed outcomes before the Commissioner makes any decisions.