Community visitors - Office of the Public Guardian

Community visitors

The OPG’s adult community visitors independently monitor three different types of accommodation called ‘visitable sites’ where vulnerable adults live. Visitable sites are:

  1. Disability accommodation provided or funded by the Department of Communities.
  2. Authorised mental health services.
  3. Private hostels (level 3 accreditation).

Community visitors make inquiries and lodge complaints for, or on behalf of, residents of these visitable sites who are referred to as ‘consumers’. Community visitors have the power to refer complaints to an external agency—such as the Department of Communities, Queensland Health, or the Residential Services Unit—where appropriate.

Issues of concern

Issues that may be investigated include whether:

  • adequate services are provided for assessment, treatment and support
  • the standards of accommodation, health and wellbeing are appropriate
  • services are provided in a way least restrictive of rights
  • adequate information is available for consumers about their rights
  • there is an accessible and effective complaints process in place.

OPG community visitors can also investigate other concerns—at the request of the Public Guardian—and refer unresolved complaints to external agencies for investigation or resolution.

Visits to accommodation sites

Community visitors conduct regular visits to more than 1,000 visitable sites across Queensland. These visits are unannounced so that community visitors can observe the standard of service delivery provided by the site on a typical day.

Community visitors have the legislative authority to:

  • access all areas of a site
  • require staff to answer questions
  • request documents related to the support of consumers
  • make copies of relevant documents
  • talk in private with consumers or staff.

Community visitors are required to:

  • notify staff when they arrive at the site
  • discuss any concerns with consumers and staff
  • clarify any issues when reasonable and practical to do so
  • resolve complaints by or for a consumer
  • report to staff when leaving the site.

After each visit the community visitor produces a report which is sent to the service provider.

Download our fact sheet

Find out more about our Community Visitor Program for adults with impaired decision-making capacity.

Report concerns

If you have concerns for the wellbeing of a consumer who resides at a visitable site please contact us:

Phone: 1300 653 187 (local call outside Brisbane)

Fax: (07) 3239 6367