Ways to get support

Victims of crime in New Zealand have rights. These rights are set out in the Victims Code Victims Code
The Victims Code sets out how you can expect to be treated when you are a victim of crime.
View the full glossary . All organisations that provide services to victims of crime aim to meet the standards set out in the Victims Code.
If you believe you haven't been treated fairly then you have the right to make a complaint.

Victims Code Principles

• You'll be treated fairly and respectfully by all people, organisations and government agencies that help you, your whānau and friends
• You can expect to be treated with courtesy, compassion and respect. You'll receive quality services that are culturally appropriate
• Your personal information will be kept private.

Your Rights

• You've the right to be told about services that can help you, to be kept informed of the progress of the case through court and to know what to expect when you go to court.
• You've the right to speak Māori or use New Zealand Sign Language in court as a witness witness
  A person who tells the court about what they have seen, heard or experienced.
  View the full glossary .
• You've the right to make a victim impact statement victim impact statement
  A record of how the crime has affected the victim. This is usually done in writing, but can include photographs, drawings or poems. A judge must consider it when sentencing an offender. The victim can read the statement to the court just before sentencing
  View the full glossary , which tells the court how the crime has affected you.
• You've the right to tell the judge what you think about the offender offender
  Person convicted of a crime (before being found guilty, the person charged with the offence is called 'defendant').
  View the full glossary being considered for name suppression.
• If any of your property was taken as evidence evidence
  Various things presented in court to prove an alleged fact i.e. videos, witness statements.
  View the full glossary , you've the right to get it back as soon as possible.
• In some cases, you have the right to be told when the offender will be released and to have a say on things like bail bail
  When police release someone who's charged with a crime on the condition that they attend future court hearings.
  View the full glossary , extended supervision orders or parole parole
  When an offender is allowed out of prison to finish their sentence in the community. They must follow certain conditions.
  View the full glossary . You'll need to register to get this information. You can also name a person to get it on your behalf.
• If you’re the victim of an offence by a child or young person, you've the right to attend a family group conference and have a say in what you’d like to see happen.

More information about the Victims Code:

• Victims Code - English [PDF, 577 KB]
• Victims Code - Māori [PDF, 573 KB]
• About the Victims Code - summary guide (English) [PDF, 419 KB]
• About the Victims Code - summary guide (Māori) [PDF, 426 KB]

These publications and other supporting materials, like posters and wallet cards, are free to order. You can order these publications through our contact form.

Information about the Victims Code Victims Code
The Victims Code sets out how you can expect to be treated when you are a victim of crime.
View the full glossary is available in a range of languages.
Translated Victims Code

Make a complaint

If you think your rights have not been met, or you've not received the standard of service you expect, you can make a complaint.

You can make a complaint by:

• contacting the agency – issues are often resolved by speaking directly with the person or going through the agency’s complaints process
• calling the Victims Information Line on 0800 650 654 – the Information Line staff will give you information about your rights and tell you how to make a complaint and who to send it to.

An agency that receives a complaint must respond promptly and fairly.

If you're still not satisfied after the agency has looked at the complaint, or it is taking too long to get back to you, you can complain to:

The Office of the Ombudsman
The Office of the Ombudsman helps New Zealanders deal with public sector agencies. They handle complaints, undertake investigations and inspections, and encourage good administration.
Office of the Ombudsman(external link) 0800 802 602

The Independent Police Conduct Authority
The Independent Police Conduct Authority deals with complaints about the police.
Independent Police Conduct Authority(external link) 0800 503 728

The Privacy Commissioner
The Privacy Commissioner can investigate a breach of privacy.
Privacy Commissioner(external link) 0800 803 909

The end of the court process doesn’t mean that the impact of the crime has gone away. Everybody experiences crime differently and the effects can last for a long time. There are options available for you to find the support you need.

In this section you can find the contact details for organisations that can provide you,your whānau or friends with support and information across Aotearoa, New Zealand.

Women's Refuge
Women's Refuge provide free 24 hour support, advocacy and accommodation for women and their children experiencing family violence.
Women's Refuge(external link) 0800 733 843

Shine
Shine's domestic abuse helpline provides free support and advice for anyone who is worried about their own situation or is worried about someone they know who might be experiencing domestic abuse.
Shine(external link) 0508 744 633

Shakti
Shakti provides free support services for women, children and families of Asian, African and Middle Eastern origin who are in, or no someone who is in a situation of domestic violence.
Shakti(external link)0800 742 584

Tu Wāhine Trust
Tu Wāhine Trust provides kaupapa Māori counselling, therapy and support for survivors of sexual harm (mahi tukino) and violence within whānau in the West Auckland region.
Tu Wāhine Trust(external link)(09) 838 8700

Shama
Shama provides specialist, culturally appropriate support for those experiencing violence as well as advocacy and programmes to ethnic women, their children and families.
Shama(external link)(07) 843 3810

It's Not Ok
It's Not Okhelpline operators can give you information about where to go if you are experiencing or witnessing family violence, or want to change your own behaviour.
It's not ok(external link)0800 456 450

A network (he kupenga) of community based organisations
These organisations are committed to the prevention of violence and safety of New Zealanders, particularly the safety of women and children.
National Network of Stopping Violence Services(external link)(04) 802 5402

Age Concern
Age Concern provides free and confidential Elder Abuse and Neglect Prevention Services to older people and their carers throughout Aotearoa, New Zealand, as well as advocacy and support.
Elder Abuse and Neglect(external link)

The Ministry of Health
The Ministry of Health has a list of organisations that it contracts to provide disability information and advisory services. The website also has disability publications and advice.
Disability Support Service (Ministry of Health)(external link)

Victim Support
Victim Support provides a free, nationwide support service for people affected by crime, trauma, and suicide in New Zealand. They help clients to find safety, healing, and justice after crime and other traumatic events.
Victim Support(external link) 0800 VICTIM (0800 842 846)

Lifeline
Lifeline is a confidential and non-judgemental telephone counselling service. Available 24/7.
Lifeline(external link)0800 543 354

OutLine
OutLine has a rainbow support line from 6pm-9pm every evening. It’s free, confidential & all ages. They also provide specialist rainbow counselling and an Auckland based trans peer support service.
OutLine(external link) 0800 688 5463

Gender Minorities Aotearoa
Gender Minorities Aotearoa is a nationwide transgender organisation in Aotearoa New Zealand. GMA offers information, advocacy, and wrap around support for transgender people of all ages, ethnicities, and backgrounds.
Gender Minorities Aotearoa(external link) (04) 385 0611

Youthline
Youthline works with young people young people
A person between the ages 14 - 17
View the full glossary , their families and those supporting them to ensure young people know where to get help and can access support when they need it.
Youthline(external link) 0800 376 633 or free text to 234

RainbowYOUTH
RainbowYOUTH have rainbow support workers who work with young people, their whānau and their wider communities to provide safe and respectful support.
RainbowYOUTH(external link)

Healthline
Healthline is staffed by experienced registered nurses who can provide health information and advice on care. They can also provide information on health services in New Zealand.
Healthline(external link) 0800 611 116

Samaritans
Samaritans offer non-judgemental, confidential support to anyone who is lonely or in emotional distress. Available 24/7.
Samaritans(external link) 0800 726 666

The Depression Helpline
The Depression Helpline is staffed by trained counsellors who can discuss your situation and find you the right support. Available 24/7.
The Depression Helpline(external link)0800 111 757

Neighbourhood Support
Neighbourhood Support works closely with the Police and other organisations in the community to reduce crime and improve safety.
Neighbourhood Support(external link) 0800 463 444

The Mental Health Foundation
The Mental Health Foundation has a list of services providing support for a variety of needs. These include helplines and local support groups in your area.
Mental Health Foundation(external link)

If you feel unsafe, there are options available for you through the Court to help protect you from harm and remain safe.

Protection Orders

If you're in, or have been in a close personal relationship with a person being violent towards you, you can apply for a Protection Order Protection Order
A protection order means an offender can be arrested if they hurt, threaten or approach you or your children. You can apply for a protection order if you're in a domestic relationship with the offender. A judge can include a protection order in a sentence
View the full glossary free of charge. To learn more about Protection Orders or to apply for one, you can visit:
our Police Investigation pageThe Ministry of Justice website(external link)

It's a good idea to get a lawyer who knows about family law to help you apply for a protection order. If you're on a low income you might be able to get free Legal Aid. For more information on Legal Aid you can visit the
The Ministry of Justice website(external link)

Restraining Orders

A Restraining Order is similar to a Protection Order, but it’s applied to people who you are not in a close relationship with, such as someone like a neighbour.

For more information on getting a Restraining Order as well as the forms and advice on how to get a lawyer to help you with these forms, visit the Ministry of Justice website.(external link)

Non-contact Orders

A non-contact order non-contact order
Stops an offender who was sent to prison, for more than two years, from contacting you in any way. The Judge can impose certain conditions such as not living, visiting or working in particular areas.
View the full glossary stops an offender offender
Person convicted of a crime (before being found guilty, the person charged with the offence is called 'defendant').
View the full glossary from contacting you in any way. Orders may stop an offender from living or working in particular areas or visiting those areas. To learn more about non-contact orders, visit
the Police Investigation section the Ministry of Justice website(external link).

Strengthening Safety Services

The Strengthening Safety Service provides free, confidential and immediate assistance to victims of family violence. The service is available for people 17 years and over who have a family violence matter before the court.

If you want help staying safe, the court will refer you to a safety services provider (this might be a provider you are already connected with).

The service provider will try and contact you within one working day by phone to help you deal with immediate safety issues and work out how you and your children can be protected from further harm.

The Strengthening Safety Service recognises that people who are waiting for a Protection Order to be made, and victims of family violence in the criminal courts, can be at their most vulnerable when proceedings first begin. 

More information about family violence safety services:

• Domestic or family violence(external link)
• Get help - Women's Refuge website(external link)

Staying safe online

There are many ways for people to monitor your computer use and find out information about you. But there are also some simple things you can do to increase your safety and privacy when you're using the internet.

Online safety and security tips

• Google yourself - See if your private contact information can be found online. Go to Google, enter your name and hit enter. Do the same on Google images.
• Secure your computer - Install and regularly update anti-spyware and anti-virus software. Activate your firewall and secure your wireless (Wi-Fi) network.
• Use a safer computer - Try and use a safer computer (one at a public library, community centre) when looking for help, a new place to live etc.
• Consider opening a private email address on a safe computer.
• Change passwords and pin numbers - Change passwords for any protected accounts, have different passwords for different accounts, strengthen password security by combining numbers, letters and special characters, always log off after use.
• Mobile phones and apps - Mobile phones and some apps can track your exact location in real time. Turn off any location-based features, including tagging, GPS and Bluetooth.
• Facebook - Update your privacy settings, limit what you share, do not post updates/photos that include location-based information.
• Tell your kids - Tell your children not to post any identifying information online, turn off any location-based services on their mobile phones, set younger teens’ social media profiles to private. Ultimately, trust your instincts. If you suspect the abusive person knows too much, it is possible that your phone, computer, email or other activities are being monitored.
• Clear your browsing history - Every time you visit a web page your internet browser stores files related to your browsing session. If someone gets access to your browser after an online session, they can easily see what you have been looking at online.
• Netsafe has published a guide for staying safe online which can be viewed on their website:
  Netsafe - Staying safe online(external link)

While you can clear your browser history through your computer's settings, it's impossible to delete or clear all the 'footprints' of your computer or online activities.

It's also important to remember that if someone is monitoring your online activity it might be dangerous to clear your browser history if that is something that you don't normally do. In this case, it might be safer to delete only the pages you don't want anyone seeing.

The physical and mental impact of a crime can be long lasting and getting support can be expensive. There are options available to victims to help cover some of these costs.

Victim Support

If you're a victim of a serious crime serious crime
A crime of a sexual nature or other sexual assault, a crime that resulted in serious injury or death or that led the victim to have ongoing fears for their safety or the safety of one or more of their immediate whānau.
View the full glossary , Victim Support may be able to provide financial assistance to cover some of the costs related to the crime, the justice process, and your recovery. 

You can find out more information about financial assistance through Victim Support here:
Victim Support(external link)

Accident Compensation Corperation (ACC)

If you suffer an injury as a result of a crime, ACC may be able to help pay some of your costs.

ACC also covers:

• injuries caused by medical treatment
• injuries that develop gradually, because of work
• mental injuries resulting from sexual assault sexual assault
  Sexual Assault is a broad term used to cover all types of sexual offending, including rape.
  View the full glossary or abuse.

You can call the ACC claim information phoneline to fund out more.
0800 101 996

Who can apply?

ACC is a ‘no fault’ scheme. This means you can apply for help whether your injury was caused by:

• something you did (as long as you didn’t intentionally injure yourself), or
• someone else’s action.

Everyone in New Zealand can apply, regardless of:

• how old you are, or whether you’re working, retired, a student, etc
• whether you’re a New Zealand resident or you’re just visiting (if you’re a New Zealander on a short trip overseas you may also be covered).

What can ACC pay for?

ACC helps pay for treatment and may also be able to fund and arrange other types of assistance to help you recover.

ACC may be able to help with:

• treatment costs
• managing at home
• your work situation
• getting to and from the places you need to be
• serious injury
• financial support after someone dies as a result of injury.

For more information about ACC you can visit or call:
ACC information online(external link)0800 101 996

Witness expenses

If you're required to be a witness witness
A person who tells the court about what they have seen, heard or experienced.
View the full glossary in court, you may be able to claim expenses to cover some of the costs of attending court to give evidence evidence
Various things presented in court to prove an alleged fact i.e. videos, witness statements.
View the full glossary give evidence
Answering questions about what happened to you.
View the full glossary . Speak to the officer in charge about how to claim these expenses.

Insurance

If some of your personal belongings are broken or stolen because of a crime, your household insurance may cover some of the loss.

Contact your insurance company and the police as soon as possible (preferably the same day) after the crime. Tell them what happened. The insurance company may need details of where and when you reported the crime to the police.

If you took too long to report the crime to the police, the insurance company may refuse to pay you.

Victims' claims compensation

If an offender offender
Person convicted of a crime (before being found guilty, the person charged with the offence is called 'defendant').
View the full glossary is injured while they are in prison, they may be awarded compensation from the government. This money will be held in the Victims’ Claims Trust account.

If the person who offended against you gets a payment you may be able to make a compensation claim for the pain and suffering the offender caused you.

Contact the Victims’ Special Claims Tribunal on (04) 462 6660 or email tribunals@justice.govt.nz for more information.

Find out if the offender has received compensation

The Secretary of the Victims’ Special Claims Tribunal will notify the offender’s victims that the offender has received compensation (this is called the Notice of Payment) and send them information and forms to make a claim.

The Secretary will also publish a notice in the New Zealand Gazette, on the Ministry of Justice website(external link), and in the daily newspapers in Auckland, Hamilton, Wellington, Christchurch and Dunedin. The notice will include the offender’s name, the amount available in the trust account, and the due date by which victims must file their claims.

Claims are not limited to the amount in the trust account.

Claim compensation from the offender

If you want to make a claim for compensation you must complete a claim form and send it to the Victims’ Special Claims Tribunal before the deadline specified in the Notice of Payment.

Forms and guides for the Victims' Special Claims Tribunal are available on the Ministry of Justice's website(external link).

You usually have six months to make your claim and it is free to make a claim.

You will need to give the Tribunal information about the injury, harm, loss or damage you suffered because of the offence and attach certified copies of medical reports, valuations, receipts or other documents to support your claim.

You can get help with your claim from a support person or a lawyer. If you need legal assistance you may be entitled to legal aid.

You can find out more information on whether you are eligible for Legal Aid by visiting or calling:
The Ministry of Justice website(external link)0800 2 LEGAL AID (0800 253 425)

How does the Tribunal determine a claim?

The Tribunal usually determines claims based on written submissions but sometimes it will have a hearing to hear from the claimant (the victim) and the respondent (the offender offender
Person convicted of a crime (before being found guilty, the person charged with the offence is called 'defendant').
View the full glossary ).

The Tribunal will give a copy of your claim to the offender so they can respond to it, but your address and contact details will be removed.

The Tribunal will consider any payments you have received because of the offence, like ACC or insurance payments, when determining how much compensation to award you.

You can find out more information about victims’ claims compensation here:
Victims' Special Claims Tribunal website(external link)

Some crimes (especially homicide homicide
When a person is killed by another person.
View the full glossary cases or crimes involving high profile people) attract media attention. It's your choice whether you want to speak to the media.

Tips for dealing with the media

If you do decide to speak to the media the following tips can help:

• nominate someone you trust to speak on behalf of the family
• use an answer phone or caller ID to filter calls
• decide with whānau and friends what information you want to share, including on social media such as Facebook, Instagram, Twitter, as the media will use this information
• discuss with your officer in charge what photos you want to give to the media
• remember that any footage of photos/videos that you allow the media to use can be used in the future
• when possible, ask police to notify you of media releases they are making before they release them to the media
• ask the reporter for any questions in advance and ask if you are being recorded
• you do not have to answer any question you do not wish to answer, you can request a correction if a report is inaccurate and set conditions to protect your privacy or safety
• if you choose not to speak to the media, you can simply say ‘no comment’
• be aware of any incorrect information given by friends or other people
  remember there is no such thing as ‘off the record’ – the media will use anything you say at any time.
• You can download these guidelines from Victim Support’s website(external link).

Can the media report my evidence or other things about the case?

The police do not release the name of a deceased person without the consent consent
Giving permission for something to happen. A person doesn't have to verbally say 'no' or fight back to show that they haven't consented.
View the full glossary of the next of kin. However, the media may find other ways of identifying someone, for example, speaking to people who were at the scene or viewing a death notice.

Most courts and court cases are open to the media and the public.

The media sometimes access court documents through the courts and report on what is in them. Court documents include such things as the factsheet / summary of charges, parties’ names and transcripts of what is said in court.

Victims of sexual violence and children are protected from being identified by the media. In some other cases, the prosecutor prosecutor
The lawyer who presents the case against the person accused of a crime.
View the full glossary may ask the court to prevent identification of other witnesses who are vulnerable. However, the media can still report on the nature and details of the case.

Media reports can often take people by surprise when they were not expecting it or did not know the things the report contains.

Complaints or concerns about the media

If you have any concerns or questions about the media, contact the police officer in charge police officer in charge
Your main contact person with the police for your case.
View the full glossary of your case or:
Visit the Victim Support website(external link) Call Victim Support on 0800 VICTIM

If you want to make a complaint about something reported in the media, you should first complain to the editor of the relevant publication. If the complaint is not resolved by the editor, you can make a complaint to
The New Zealand Press Council(external link)

Legal Assistance

If you're a victim of a crime you don't need to have a lawyer. But if you're unsure of your legal rights or need help with other things – like family law matters – because of the crime, you may want to talk to a lawyer.

Below is a list of where you can get legal assistance:

Community Law
Community Law have 24 sites across Aotearoa and provide free legal advice on a broad range of legal issues to low-income and vulnerable New Zealanders.
Community Law Centres(external link)

Citizens Advice Bureau
Citizens Advice Bureau provide free and confidential advice, support and information.
Citizens Advice Bureau(external link) 0800 367 222

YouthLaw
One of 24 Community Law Centres, YouthLaw provide free legal services for all children and young people young people
A person between the ages 14 - 17
View the full glossary under 25.
Youth Law(external link) 0800 884 529

Disability Law
Auckland Disability law provides free and accessible legal services to Disabled and Deaf People associated with their disability related legal issues.
Auckland Disability Law(external link)(09) 257 5140, 027 457 5140 (Texts only)

The New Zealand Law Society
The New Zealand Law Society has an online search function to find a lawyer in Aotearoa, New Zealand.
New Zealand Law Society(external link)0800 22 30 30

The Family Lawyers
The Family Lawyers website has an online search function to find a family lawyer in New Zealand.
Family lawyers(external link)(04) 472 7837

Complaints

There are lots of community organisations and government agencies that provide services to victims of crime. They all aim to meet the standards set out in the Victims Code Victims Code
The Victims Code sets out how you can expect to be treated when you are a victim of crime.
View the full glossary . If you believe you haven't been treated fairly then you have the right to make a complaint.

If organisations and agencies have been doing a good job, let them know. Feedback helps them to keep doing the things that are working well and make improvements to things that aren’t working as well.

• If you want to make a complaint about a Judge’s conduct, contact the Office of the Judicial Conduct Commissioner(external link) on 0800 800 323 or complete a complaint form, available at www.jcc.govt.nz(external link)
• If you want to make a complaint about any service or information provided by the New Zealand Parole Board(external link), contact the Manager, New Zealand Parole Board Parole Board
  A Parole Board decides whether an offender offender
  Person convicted of a crime (before being found guilty, the person charged with the offence is called 'defendant').
  View the full glossary is ready to be released from prison
  parole parole
  When an offender is allowed out of prison to finish their sentence in the community. They must follow certain conditions.
  View the full glossary +board/">View the full glossary , on 0800 727 653 or email info@paroleboard.govt.nz
• If you are unhappy with how the Police have behaved or treated you, you can complain to the Independent Police Conduct Authority(external link). For a less formal option, you can give feedback directly to the police by completing an expression of dissatisfaction form on their website(external link).
• For complaints relating to the prosecution of a case by a Crown Solicitor, you can contact your local Crown Solicitor(external link) and tell them you want to make a complaint again the prosecutor.
•  For complaints relating to information about a sentenced offender you can write to the Victim Information Manager, Department of Corrections, Private Box 1206, Wellington 6140 or email complaints@corrections.govt.nz
• For complaints relating to parole hearing and extended supervision order extended supervision order
  Extended supervision orders are issued by a court and allow the Parole Board to set special conditions - like GPS monitoring - for serious offenders, sexual offenders and high risk violent offenders once they are released into the community.
  View the full glossary you can call the Manager, New Zealand Parole Board on 0800 727 653 or email info@paroleboard.govt.nz
• For complaints relating to information about a mentally impaired defendant you can write to the Director of Mental Health, Office of the Director of Mental Health, P) Box 5013, Wellington 6145 or email info@health.govt.nz
• For complaints relating to young offenders and family group conferences you can call 0508 326 459 or complete a complaint form, available from your local Child, Youth and Family office or at www.orangatamariki.govt.nz(external link)
• For complaints about the prosecution of a workplace crime you can call 0800 030 040 or email feedback@worksafe.govt.nz or write to Feedback and Complaints, Worksafe New Zealand, PO Box 165, Wellington 6140.
• For complaints relating to Immigration matters you can write to the Deputy Chief Executive - Immigration, PO Box 3705, Wellington 6140, or email dcecomplaints@dol.govt.nz