Charter of Victims’ Rights complaints reporting requirements

Under the Victims’ Commissioner and Sexual Violence Review Board Act 2024 (the Act), all Queensland Government entities are required to include information in their annual reports on complaints the entity has received relating to the Charter of Victims’ Rights.

Complaints from victims of violent crime

If a victim believes their rights under the Charter of Victims’ Rights haven’t been upheld, they can either:

• make a complaint to the entity that they believe didn’t uphold their right
• make a complaint to the Office of the Victims’ Commissioner .

Under the Act, the Victims’ Commissioner handles complaints related the Charter. This role includes requesting information from, or referring matters to entities. Based on these complaints, the Commissioner can recommend improvements to entities’ practices, policies or systems.

Reporting requirements

The Act requires Queensland Government entities to determine if a complaint relates to Charter rights and to include all Charter-related complaints in their annual report.

The annual report needs to include:

• total number of complaints received
• number of complaints against each Charter right
• how the complaint was addressed
• number of complaints referred to other entities to address.

Government complaint handlers should ensure:

• complaints procedures align with the requirements of the Act
• their entity’s Information Technology team or team responsible for annual reports can accurately capture and publish the required complaints data.
• entities must identify and record all Charter rights complaints received.
• entities can deal with Charter rights complaints they receive.
• The Office of the Victims’ Commissioner complaints handling process is available for victims and entity referrals.
• entities must report on Charter rights complaints in their 2024–25 annual reports.

Reporting timelines

September 2024

• Entities must identify and record all Charter rights complaints received.
• Entities can deal with Charter rights complaints they receive.
• The Office of the Victims’ Commissioner complaints handling process is available for victims and entity referrals.

July 2025

• Entities must report on Charter rights complaints in their 2024–25 annual reports.

Resources

Download, print or order these resources  from the Office of the Victims’ Commissioner website to help your entity raise awareness of the Charter of Victims’ Rights:

• Posters.
• An Easy English translation of the Charter of   Victims’ Rights.
• The Charter of Victims’ Rights in Torres Strait Creole (also known as Yumplatok or Ailan Tok), Traditional Chinese, Simplified Chinese, Punjabi, Spanish, Vietnamese and Wik Mungan.
• Wallet cards.