Direct personal response

It is important for you decide whether a direct personal response is right for you. It could be helpful to speak to a support person, such as a friend, family member, counsellor, or Redress Support Service to help you make this decision. You can find a list of Redress Support Services at

Refer to the Direct personal response fact sheet for further information.

Requesting a direct personal response

If you apply to the Scheme and receive an offer of redress, you will be asked on your acceptance documentation if you want to engage in a direct personal response.

If you do want a direct personal response, or think you might want one sometime in the future, you must indicate this in your acceptance documentation.

If you do not indicate your interest to receive a direct personal response in your acceptance documentation, you cannot change your mind later.

Starting your direct personal response

If you indicate your interest in a direct personal response in your acceptance documentation, you will receive the details for the contact person in the responsible institution.

Should your contact person within the institution change, or contact details get updated, then we will provide these updated details to you. 

You will need to make contact with this person to start arranging your direct personal response when you feel ready to do so. If you don’t feel up to contacting the institution yourself, you can ask someone else to do this for you. The institution will want to ensure that the person contacting them has your permission to do so. You may have to provide something or be present in this first contact to state you consent for them to talk to the institution about your direct personal response.

It is up to you to decide when to contact the institution to start arranging your direct personal response. You don’t have to do this straight way; you can wait until you feel ready to do so. You can do this at any time up until the end of the Scheme (i.e. 30 June 2028) and you can decline to participate, or withdraw from the process at any time.

Arranging the direct personal response

After you, or your support person, make first contact with the institution, it is likely that you will work with the contact person at the institution over a period of time to determine what you hope to achieve and who else may be involved in your direct personal response. 

The institution will talk to you about the arrangements for the direct personal response and will confirm the details in writing.

Who can be my support person?

You can choose to have a support person with you throughout the stages of arranging and participating in your direct personal response. This may be a family member, close friend or someone from one of the Redress Support Services.

Delaying or stopping a direct personal response

Participating in a direct personal response is entirely your choice.

If you have started arranging your direct personal response but then change your mind or need more time to consider what you want, you can ask your contact person at the institution to delay the process or stop it altogether, at any time.

There is no obligation for you to attend any meetings relating to the direct personal response or make decisions relating to the process if you do not feel ready to do so. 


The responsible institution must pay for reasonable costs, such as travel and accommodation, involved in the direct personal response.

Protecting privacy

Everything that occurs in a direct personal response must remain confidential, unless:

  • All participants agree otherwise, or
  • Information is raised that suggests a threat to someone’s health and safety.

If any information relating to a direct personal response needs to be disclosed by the institution, this should be agreed with you first.

More information on privacy under the Scheme.