If a community visitor cannot resolve a serious issue at the time of their visit, they refer the issue to the department for consideration, investigation if appropriate, and follow-up.
Community visitors can visit any SRS in the region to which they are appointed. They may query:
- whether the services are delivered to residents in accordance with the principles of the SRS Act and the accommodation and personal support standards
- the status of any complaint made by, or on behalf of, a resident. They may also query the progress of complaint resolution.
- any other issue raised with the Community Visitor by or on behalf of a resident.
A protocol between The Office of the Public Advocate - Community Visitors (Residential Services) Program and the Department of Health and Human Services - Supported residential Services program clarifies the roles and processes for the Community Visitors and DHHS Authorised Officers in SRS.