How to request a visit

If you already know one of our community visitors, you can ask them to visit.

Otherwise, you can:

• call us on 1300 653 187
• send us an enquiry
• email us at publicguardian@publicguardian.qld.gov.au
• ask a family member, support worker, or staff member where you’re staying to request a visit for you.

Our business hours are Monday to Friday, 9am to 4pm.

Don’t want us to visit?

If you don’t want us to visit anymore, just let us know. We’ll listen and stop visiting.

Who we visit

We visit adults (18 years and older) who:

• have a cognitive or psychiatric disability, or have difficulty making decisions; and
• live in or receive services at a visitable site.

What is a visitable site

A visitable site is:

• a place where a person receives the following NDIS-funded support services:
  • high-intensity daily personal activities
  • help with daily life tasks in a group or shared living arrangement
  • specialist, positive behaviour support that involves the use of a restrictive practice
  • specialist disability accommodation where there is a person who has impaired decision-making ability

• disability accommodation provided or funded by the Queensland Government
• relevant Queensland Health facilities
• mental health services and community care units
• residential services (also known as supported accommodation) with level 3 accreditation
• the Forensic Disability Service.

You can ask us to visit you if you’re staying in any of these places.

How we can help

When we visit, we’ll check to make sure:

• you’re safe and well
• your accommodation is appropriate to stay in
• you’re being listened to, especially regarding decisions that affect you
• the site’s services are adequate to assess, treat and support you
• the services are provided in a way that respects your rights
• information about your rights is easy to access
• the complaints process at the place you are staying is easy to access and follow.

If something’s wrong

If we notice a problem or you tell us you’re worried about something, we may:

• try to resolve it by talking to the site manager
• speak with your guardian (if you have one)
• raise a formal complaint
• refer it to another agency for investigation (e.g. the NDIS Quality and Safeguards Commission).

We’ll talk to you in private, so no one else can hear what you’re saying.

It’s okay if you don’t want to talk to us. You don’t have to.

How often we visit

We visit most sites every six months.

However, if you’re at a site where people receive NDIS-funded services (where restrictive practices aren’t being used) we’ll visit once a year.

We visit NDIS-funded sites less often because they’re overseen by the NDIS Quality and Safeguards Commission. The Commission has primary responsibility for these sites.

We may visit more often if we have concerns or there are ongoing issues.

Who can request a visit

Anyone can ask us to visit, including:

• you
• your family member, friend or an organisation supporting you
• a staff member where you’re staying.

How we protect your personal information

We make sure your personal information is collected, stored, used and disclosed in ways that protect your privacy.

Sometimes, we may share your information with disability advocates or other organisations that can help you. For example:

• We might send unresolved complaints to the NDIS Quality and Safeguards Commission, Queensland Human Rights Commission, the Office of the Health Ombudsman or Office of Public Advocate.
• If we’re worried that you or another person is being hurt or in danger, we’ll tell the police.

More information

See our factsheets and other resources for adults with impaired decision-making ability.