DVassist Client Charter

Woman that experienced domestic violence watching the sun

Every person in a relationship should feel safe, respected and free from any form of violence or oppression.

What You Can Expect from DVassist

  • You will be believed.
  • You will be treated with respect and dignity.
  • Your safety and the safety of other family members is our first priority.
  • Your needs will be responded to in a professional, flexible and empowering manner.
  • You will receive a personalised service within the remit of our scope of service that recognises your individual circumstances and respects your choices.
  • You have the right to provide feedback or ask questions on any aspect of your contact with us.
  • We will treat your personal and confidential information sensitively and responsibly.

DVassist Recognizes Your Right To


  • To live without fear of violence.
  • To have access to an environment free from violence.
  • To be assisted to recognise and respond to your safety needs.

Access and Equity

  • To obtain a respectful and inclusive service regardless of your cultural or linguistic background, age, sexuality, gender identity, ability (or disability), mental health, economic status or other individual difference.
  • To have your specific needs recognised and responded to within the scope of our service.
  • Access a suitably qualified interpreter of your choice, if available.


  • To receive information that is accurate, timely, relevant and easy to understand.
  • To be empowered to make informed decisions and be supported to follow through with decisions.
  • You can change your mind or withdraw from our service at any time.


  • To have the confidentiality policy of the service explained to you.
  • To give informed consent before your information is shared with any other individual or organisation, unless required by Law.
  • To have your records kept secure.


  • To easily access accurate information on other services that may be able to assist you.
  • To have services that are involved in responding to people affected by family and domestic violence work collaboratively and professionally to provide you with assistance.


  • To be assisted to advocate for your rights and/or the rights of your children.


  • To have information on the prevention of domestic and family violence promoted in the community.
  • To be provided with information regarding Behaviour Change Programs, where a program is available and appropriate.


  • To have access to professional, experienced and skilled workers.
  • To give constructive feedback on the service received and contribute your ideas on how the service can be improved.

Service Environment

  • To have access to an effectively managed and administered service.
  • To be able to make a complaint about any service received and to have the issues responded to and resolved in good faith.

How You Can Help Us in Providing a Meaningful Service Experience

  • Provide us with all requested information about your circumstances.
  • Tell us if you have special needs.
  • Let us know if you need an interpreter.
  • Treat our Counsellors with courtesy and respect.

Giving Feedback or Making a Complaint

DVassist is focused on providing you with excellent client service and we value feedback on the quality and responsiveness of our service. If you are not happy with our service or have ideas on how we can improve, we would like to hear from you via email on seniorpractitioner@dvassist.org.au or calling 1800 080 083. You will not be disadvantaged in being provided a service by making a complaint.

DVassist take client feedback and complaints very seriously and will investigate appropriately. From initial contact we will keep you informed of the progress and outcome of any investigations or changes made because of your feedback, you can expect to hear from us within 5 working days.


Quick Exit

Over the past two years DVassist has been offering a telephone and webchat counselling service as part of a pilot project funded by the Commonwealth Government.

The project is now complete and consequently our counselling services are no longer operating as of Friday 21 October 2022.

For 24-hour confidential information, counselling and support for family and domestic violence please call
1800 Respect on 1800 737 732.

For crisis support, including referrals to women’s refuges, please call Women’s Domestic Violence Helpline on
1800 007 339.

If you are in immediate danger
please call 000.