Effectiveness of Victims of Crime Programs
Overview
This audit examined whether victim support services managed by the Victims Support Agency (VSA) help victims recover from the effects of crime, and whether VSA and third party service providers have treated victims in accordance with the Victims' Charter.
Due to the difficulties in measuring outcomes for victim of crime, VSA is not able to demonstrate that its services are helping victims recover from a crime. As such, greater reliance is placed on gaining assurance over the quality of service delivery and that services delivered to victims of crime that are consistent with good practice.
VSA designed its services on sound evidence and research. However, VSA does not have any agency objectives or key performance indicators, and does not audit service delivery. Consequently, it is unable to provide assurance that services are being delivered as intended.
Nonetheless, the Victorian Auditor-General's Office found that services are being delivered as intended, with some areas for improvement including complaints management, data security, and guidance on victim management processes.