Government delays in processing financial support could be having a serious impact on victim recovery, Victoria's victims of crime commissioner has warned.
Advocates say some victims of crimes are waiting more than a year for assistance, while footing counselling and medical bills themselves.
The warnings over delays come weeks from the state election, with concerns over violent crime heavily featured in the lead-up to November 28.
In 2024, the state government revamped the way support was delivered to victims of crime, with a new scheme that removed the need for victims to apply in court.
Instead, victim-survivors who have made a police report can lodge an application from home.
Applications for the revamped Financial Assistance Scheme can be made from home. (ABC News)
At the time of the changes, the state government said the expanded Financial Assistance Scheme (FAS) would be more straightforward to use.
Primary victims are entitled up to $63,401 under the scheme, which covers the costs of counselling, loss of income, medical and other expenses.
Since it was introduced, Victims of Crime Commissioner Elizabeth Langdon has fielded an increased number of complaints.
"Each of these represents a victim-survivor who has rights, who wants to be heard, and who is trying to navigate a complex and difficult justice system," she said.
"The systems established to support victims should not become another source of distress and, when delays occur, it can have serious consequences on a victim-survivor's wellbeing and recovery."
At the time of the changes, the state government said the expanded Financial Assistance Scheme (FAS) would be more straightforward to use.
Primary victims are entitled up to $63,401 under the scheme, which covers the costs of counselling, loss of income, medical and other expenses.
Victim-survivor says 'no communication' in assistance journey
Victim-survivor Elysia Roberts, who has experienced both versions of the support model, said the new scheme had "made it worse".
She said under the FAS, she had waited for more than a year for assistance.
"You're waiting hours on the phone sometimes, literally hours, just on hold to talk to somebody," she said.
Ms Roberts encountered difficulties in accessing assistance. (ABC News: Billy Draper)
The 42-year-old was awarded a music subscription service, a remedial massage, and funding for security cameras at her Melbourne home, after suffering "verbal, emotional abuse".
She said the process of applying for the FAS had impacted her recovery.
"You're not only healing from what's happened to you. You're healing physically, mentally, and emotionally. You're wanting support," Ms Roberts said.
"You can find yourself just constantly there every day checking the application. There's no communication."
Demand for help soars
Delays and complications with the scheme have also overwhelmed some community legal services.
Azin Baghaki Jenkin, from the South-East Monash Legal Service, said the centre had stopped taking new clients as it grappled with a backlog of applications.
"We've got applications that we submitted 15 months ago, and they're still waiting for support," she said.
"We would have really loved to have seen the teething problems worked through by now."
Ms Baghaki Jenkin said some victims had found the online portal hard to navigate, coupled with finding and uploading paperwork to submit their application.
"It can be really traumatising for victim-survivors having to wait for support," she said.
Lawyer Azin Baghaki Jenkin says clients are facing hurdles in accessing support. (Supplied)
The legal service has heard from victim-survivors who have borrowed money from family and paid out of pocket for expenses while they waited to be reimbursed.
"Many of our clients don't have that money to actually pay out of pocket," she said.
"What we would like to see from government is to deliver on that promise to put victims at the centre of the scheme."
The rate of unique victims of crime in Victoria reached an eight-year high in 2025, amid a spate of domestic violence, home invasions, and assaults.
Crime Statistics Agency data shows the rate has since fallen, sitting below the 2017 level.
Government says it's investigating ways to improve system
In a review last year, Commissioner Langdon delivered 25 recommendations to the state government to improve victims' rights, including changes to the Victims’ Charter Act.
The state government is yet to formally respond.
There have been reforms and improvements to the FAS, including changes to help process applications faster, according to its chief executive Marnie Williams.
"There is always more that can be done to better support victims of crime," Ms Williams said.
Victims of Crime Commissioner Elizabeth Langdon has called for changes. (Supplied)
Latest publicly available data shows there were 6,200 FAS applications finalised in the 2024-25 financial year, representing about 77 per cent of those lodged.
Ms Williams did not directly respond to questions about average wait times for assistance.
"Each application to the FAS is unique and needs to be assessed individually to ensure each victim receives the assistance they're entitled to," she said.
Minister for Victims Support Ros Spence said the government would continue to look at ways to improve the FAS.
"We know navigating the system can be difficult, which is why there are programs in place to connect victims with the right services and support," Ms Spence said.
Shadow Minister for Victim Support and Crime Prevention Renee Heath said the compensation scheme was falling behind with processing claims, due to the rate of crime in Victoria.
"We will stop the revolving door of bail, ensure there are consequences for actions in our justice system and strengthen the police force with 3,000 new officers," she said.