Question details
Question on Notice
With reference to the Victims of Crime Financial Assistance Scheme (FAS):
(1) Were service providers consulted during the development of the new online portal system for FAS.
(2) Why has the administrative burden shifted to victims rather than maintaining a direct payment system between service providers and the scheme.
(3) What considerations were given to vulnerable victims who may have limited digital literacy or access when designing the requirement for clients to manually upload invoices to the FAS Online Portal.
(4) What is the current average processing time for payments under FAS, and how does this compare to the previous Victims of Crime Assistance Tribunal (VOCAT) system.
(5) What measures are in place to address the significant payment delays experienced by service providers.
Extensive consultation and engagement was undertaken in the design and delivery of the FAS, including with victims of crime, victims support services, Aboriginal Community Controlled Organisations, legal services, and medical and counselling service providers across Victoria.
The FAS is designed to empower victims with the autonomy to manage all aspects of their application and maintain agency over their payments for assistance. As part of this, applicants or their authorised representatives are able to upload service provider invoices directly to the portal. This ensures that victims have oversight of service provider invoices being submitted against their assistance and can confirm that the services have been provided.
The FAS acknowledges, however, the practical challenges service providers faced in needing their clients to upload invoices to the portal to be paid. Based on sector feedback, the FAS has refined its processes to enable service providers to submit invoices to the FAS directly for payment. This has been available to service providers since 14 April 2025.
While the FAS is designed so that victims can manage all aspects of their application directly via the FAS portal, the FAS also understands that not all victims will be able to access or navigate an online system. As a result, applicants have the option of applying to the FAS through a non-digital pathway by completing a paper form. These applicants can also submit invoices for payment by post. Alternatively, applicants can appoint a lawyer or other trusted person as an authorised representative to access the portal on their behalf.
The FAS ordinarily seeks to process invoices as soon as practicable and generally within 30 days. The FAS is currently experiencing longer than ideal processing times, given the early phase of the scheme’s operation and resultant high demand. We expect that processing times will reduce as the scheme matures.
Hon Anthony Carbines MP
Minister for Police
Minister for Community Safety
Minister for Victims
Minister for Racing