Yes, PLEASE Complain
Research shows that many people don’t complain. This can be due to a fear of negative consequences or feeling like it will be a lot of effort for not much impact. However, complaints can drive change.
Listening to, investigating and managing complaints about non-compliance with the Victim’s Charter is a core role for the Victims of Crime Commissioner.
A review of the Victims' Charter, which governs the rights and entitlements of victim survivors in the justice system, was released by the Victims of Crime Commissioner in October 2025. In her review Commissioner Langdon found that 58% of survey respondents were not aware that the Commissioner could hear complaints about their treatment by justice agencies.
Commissioner Langdon said, “We need and rely on a robust complaints system. Complaints identify where the system is failing to uphold the Charter and provide safe and respectful treatment for victim survivors. A complaints process also allows us to gather data and systemic trends about Charter non‑compliance and identify improvements”.
For victims of crime, who have often had their lives irreversibly impacted, complaining to a justice agency can cause further distress, particularly if it involves reliving a traumatic or negative experience.
For some communities who experience additional barriers to accessing the justice system and engaging with services, such as Aboriginal and Torres Strait Islander people, the LGBTIQA+ community, victim survivors with disabilities, people from multicultural and multifaith communities, or those living in regional areas, making a complaint directly to an agency can feel unsafe. That’s why Commissioner Langdon made a range of recommendations on improving the complaints process in her review of the Victims’ Charter.
Commissioner Langdon said, “I was told by a range of stakeholders that the requirement to complain to a justice agency first is a barrier and should be removed, with victim survivors able to make complaints directly to me. Feedback provided by victim survivors as part of the Charter Review included:
“Better for victims to have choice to go to the Victims of Crime Commissioner rather than directly to an agency in a regional or rural area.”1
“Victims are afraid to complain to the agency because scared that next time they need a service it won’t be provided.”2
“It is not always safe or viable to report directly to the agency and victim survivors are not sure about what will happen after they have made a complaint.”3
“It is so hard for a victim to ‘fight’ with an offending agency. Commissioner is the ‘safe’ option to speak to” 4
Commissioner Langdon said, “Ultimately, all victims of crime deserve to be listened to and treated with courtesy and respect, and when that doesn’t happen, they deserve to make a complaint and know that it will be treated seriously and in line with their rights”.
Recommendation 16 of Commissioners Langdon’s Victim Charter Review states that:
The Victims’ Charter Act 2006 (Vic) and the Victims of Crime Commissioner Act 2015 (Vic) should be amended:
a. to remove the requirement that a victim survivor must first make a complaint to the justice and victims’ services agency under section 25A(b) of the Victims of Crime Commissioner Act 2015 (Vic) and section 19B of the Victims’ Charter Act 2006 (Vic))
b. to ensure that section 19A(3) of the Victims’ Charter Act 2006 (Vic) requires justice and victims’ services agencies to inform victim survivors that a complaint can be made either to the Victims of Crime Commissioner if dissatisfied with the agency’s response to the complaint or directly to the Victims of Crime Commissioner who may investigate the complaint, and
c. to ensure that section 25I of the Victims of Crime Commissioner Act 2015 (Vic) provides that the Victims of Crime Commissioner may investigate whether a justice and victims’ services agency has complied with the Victims’ Charter principles if a victim survivor makes a complaint directly to the Victims of Crime Commissioner.
If you are a victim of crime or a witness to a criminal offence and you don’t believe that:
· A justice agency or victims’ service has treated you fairly or as expected under the Victims’ Charter.
· The agency has adequately resolved your dissatisfaction with their treatment.
Then you can make a complaint to the Commissioner by phoning 1800 010017 or emailing enquiries@vocc.vic.gov.au
1-4 quotes made by participants to the Victims’ Charter Review, 2025. For more information see the full report here: Review of the operation of the Victims' Charter Act 2006 and its benefits for victims