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Lack  of awareness of the Victims’ Code by people working in the criminal justice  system is placing some victims of crime under extreme duress and leading to injustices,  says the Parliamentary and Health Service Ombudsman.

Investigations  of  complaints brought to the Ombudsman  by victims of crime have uncovered a lack of awareness and understanding of the  Code by those working in the criminal justice system.

Julie  Mellor, Parliamentary Ombudsman, says:

‘Victims,  including those who have been subjected to serious crime, such as sexual  assault, have spoken to about how they have been left feeling powerless and  shattered. Failures by agencies to recognise even the most basic rights of  those victims under the Code, such as being told that the charges against the  defendant have changed or that an appeal was taking place, have added to their  distress and undermined their confidence in the criminal justice system.

‘From  customer enquiry teams to legal advisors, from court ushers to area directors,  knowledge of the Code and of the standard of service victims have the right to  expect is alarmingly thin on the ground.’

‘I  am calling for the Ministry of Justice and all justice agencies to take a  stronger lead in ensuring that, as the Code is finalised, staff are aware of  their responsibilities.  There may be  plans to make certain that the Code is properly publicised and implemented, so  that all staff understand and apply it.    A Code that is not being followed is of little value.’

Notes to  editor:

1. The Parliamentary and Health Service Ombudsman was set up by Parliament to help  both individuals and the general public. We are independent of the government.  The Ombudsman’s role is to investigate complaints that individuals have been  treated unfairly or have received poor service from government departments,  other public organisations. The service is free to use and open to everyone. Anyone  who wants to use our service can contact us on 0345 015 4033 or email  phso.enquiries@ombudsman.org.uk
2. The Parliamentary Ombudsman is Dame Julie Mellor, DBE.
3.   The Code of Practice for Victims of Crime (the Victims’ Code) places a  statutory obligation on criminal justice agencies to provide a standard of  service to victims of crime. The Code stipulates what each criminal justice  agency must do for victims, and when they must do it by. The current Code has  been revised by the Ministry of Justice and a public consultation on the  proposed new Code was launched on 28 March.
4. Since April 2006, the Parliamentary Ombudsman has had a statutory  responsibility to consider complaints, referred by MPs, from those who have a  complaint that an agency has not met its obligations under the Victims’ Code.
5. Criminal justice agencies covered by the Code include:
   • All police forces for police areas in  England and Wales, the British Transport Police and the Ministry of Defence  Police
   • The Crown Prosecution Service
   • Her Majesty’s Courts and Tribunal  Service
   • The joint police/Crown Prosecution  Service Witness Care Units
     
   • The Parole Board
     
   • The Prison Service
     
   • The Probation Service
     
   • Youth Offending Teams
6. Please note that the Ombudsman has a duty to investigate the complaints made to  her in private. We also have a duty to the people who bring their complaints to  us in confidence to protect their right to privacy. Due to the extreme  sensitivity of the complaints made under the Code we will not enter into  discussions about the individual cases that we have looked at.
7. For media  enquiries, contact the Ombudsman’s Press Office on 0300 061 4996/4272  or email press@ombudsman.org.uk. Out of hours press office mobile  07825 781289.