Key messages

  • Community visitors are empowered by law to visit residents of SRS at any time. They talk to residents to understand their experiences and identify any issues, and liaise with staff and management to provide feedback and resolve issues.
  • A resident may ask an SRS to arrange a meeting with a community visitor. Within two days of receiving the request, the SRS must advise the community visitors that a request has been made.

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.

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