The Official Visitor Scheme can help people get better services
The ACT Government made the Official Visitor Scheme
The Public Trustee and Guardian looks after the Official Visitors Scheme
Who is the scheme for?
The scheme is for people who receive services when they stay at or live in
- A prison for adults or young people
- A home for children and young people who live without their parents
- Nursing homes
- Homes for people with disability
- Supported accommodation for people with mental ill health
- Supported accommodation for people with disability
- Group homes for people with mental ill health
- People living in hospital
- People with disability and mental ill health who cannot live at home
The Official Visitor also listens and looks at services for people who are homeless
How does it work?
A person called the Official Visitor will visit you where you live:
- Nursing home
- Group home
The Official Visitor will talk to you
It is their job to listen
Tell the Official Visitor what you like about your services
Tell the Official Visitor what you do not like
Tell them about the things you do
Tell the Official Visitor what you would like change about the things you do
Tell the Official Visitor what you would like change about your services
Aboriginal and Torres Strait Islander people can talk with the Aboriginal and Torres Strait Islander Official Visitor.
You or someone you trust can contact an official visitor
- Phone 1800 150 036
- Contact an Official Visitor
How can talking to the Official Visitor help me?
The Official Visitor will listen to you
The Official Visitor will look at the services you use
They will talk to the people looking after you
Then the Official Visitor will see if they are doing the best job for you
If there is something that can be better the Official Visitor will work with you and the people looking after you to change it.
Who else might be involved?
The Official Visitor might need to work with other people. They are the best people to fix some things. This could be:
- The Public Advocate
- Public Trustee and Guardian
- ACT Human Rights Commission
- The Disability and Community Services Commissioner
- Health Services Commissioner
- Children and Young People Commissioner
The Official Visitor may also work with your:
- case workers
Do I have to talk to the visitor?
You choose to talk to the Official Visitor
or not to talk to the Official Visitor
You choose what to tell the Official Visitor
What about my Privacy?
All people have a right to privacy
Privacy means you decide what other people know about you
The visitor must respect your privacy
You decide what the Official Visitor can tell other people about you
The Official Visitor has rules
The rules say what the Official Visitor can do
The rules say what the Official Visitor can or cannot do
The rules are:
- Official Visitor Act 2012
- Official Visitor Guidelines 2020
- Disability Services Act 1991
- Children and Young People Act 2008
- Corrections Management Act 2007
- Mental Health Act 2015
- Housing Assistance Act 2007
Ask a person you trust to explain the rules.
Who does the Official Visitor report to?
The rules say the Official Visitor will report to:
- The Minister for Families and Community Services
- The Minister for Mental Health
- The Minister for Corrections
- The Minister for Disability
- The Minister for Housing and Suburban Development
- The Minister for Human Rights.
- The Official Visitor will also send a report to the Official Visitors Board
Want to know more?
To get more information about the Official Visitor Scheme:
- Phone 1800 150 036 to speak to the Official Visitor
- Visit the ACT Official Visitors Scheme website
- Or visit via the PTG website
You can also call the Executive Officer of the Official Visitor. The Executive Officer can:
- Take messages for the Official Visitor
- Help you if you have problems talking to the Official Visitor
- Call the Executive Officer on 02 6207 0978
The Official Visitor Scheme thanks ADACAS for permission and assistance with the Easy English page.