Chile has begun implementing the National Service for Access to Justice and Victim Defense, a new agency designed to consolidate various judicial assistance corporations and victim support programs into a single entity.
The new service aims to streamline the way the state addresses the needs of crime victims, though experts say its success depends on coordination with the Public Prosecutor's Office.
Ulda Omar Figueroa, coordinator of Justice Studies at Centro UC Justicia y Sociedad, argues that the agency must move beyond merely filing legal complaints.
"To 'repair the injustice,' concrete actions must be taken that go beyond the mere filing of a complaint before the courts," Figueroa said.
She noted that victims suffer from "damage associated with injustice," a psychological impact stemming from the feeling of being exposed to an unfair situation.
According to Figueroa, true reparation requires ensuring victims are heard effectively during judicial processes and receive respectful treatment from public officials.
A shift toward holistic management
Figueroa suggests the new agency should prioritize psychosocial professionals and case managers over lawyers.
She cautioned against transforming the defense service into a sub-department focused solely on judicial representation. Instead, the agency should function as a "single window" for citizens to access various state services.
By acting as a central access point, the agency can reduce the administrative complexity victims currently face when navigating the criminal justice system.
This structural shift could also relieve pressure on the Public Prosecutor's Office. Figueroa stated that if the new service handles case management and information dissemination, prosecutors can redirect resources toward effective victim protection.
Failure to move beyond a purely legalistic approach could further damage public trust in the criminal justice system, Figueroa warned.
