Feedback and complaints for the Financial Assistance Scheme

Complaints about the FAS

The FAS takes considerable effort in making sure all applications are reviewed thoroughly and consistently with the victim at the centre. Where you believe we have not met your expectations in relation to the administration of the scheme, including the conduct of the scheme decision maker and any member of staff, we support your right to provide feedback or make a complaint.

Applicants will also be able to make complaints to the Victims of Crime Commissioner by completing the forms below.

The FAS complaints policy sets out a process to investigate and resolve complaints in a fair and prompt manner.

How to make a complaint

You can make a complaint by:

calling the FAS Helpline on 1800 161 136 between 8:30am-5:30pm Monday to Friday (except public holidays)
submitting a complaint online.

Complaint outcomes

You will be notified of your complaint outcome and information including:

acknowledgement of error and information on how the error occurred
steps FAS has/will take to prevent recurrence of the issue
apology
referral to another body.

Timings

The FAS will aim to respond to your feedback or complaint within 21 business days, or two months if more complex issues are raised. If these timelines cannot be met, you will be contacted and advised of an expected response time.