All Official Community Visitors ('OCVs') in NSW are appointed by the Minister for Families, Communities, and Disability Services and operate under the NSW Ageing and Disability Commission ('ADC'). The OCV scheme ensures people in supported accommodation have an independent person to support them and raise concerns. OCVs assess the circumstances of residents and the conduct of Visitable Services.
What types of complaints can you make?
Complaints - Nature of complaints that can be raised with ADC to receive assistance from OCVs:
- Category Type – Adult versus Child: The ADC can only take complaints about adults with disabilities aged 18 and over. Complaints about children should be made to the Child Protection Helpline.
- Suitability of Accommodation: Complaints about the state of accommodation within a Visitable Service, ensuring it is clean, safe, and meets residents' needs.
- Involvement in Decision Making: Residents' wishes should be considered in decisions affecting their daily lives.
- Treatment by Staff: Complaints about inappropriate treatment by staff towards residents.
- Safety and Wellbeing: Concerns about residents' safety or comfort at a Visitable Service.
Assistance - OCVs can raise issues directly with the services:
- Language Barrier: OCVs can address communication issues due to language barriers.
- Accessibility: OCVs can raise and resolve accessibility challenges.
- Specialised Care: OCVs can recommend transfers to services with specialised care if needed.
OCVs can escalate issues if Visitable Services do not respond adequately:
OCVs are required to file visit reports and can escalate unresolved issues to the Minister for Families, Communities and Disability Services, or relevant bodies like the NSW Ombudsman or Children’s Guardian.
Jurisdiction:
The OCV Scheme and other relevant bodies can receive complaints and take action under NSW law.
Specific Scope:
OCVs can visit and report on Visitable Services when the resident is a person with a disability or needs full-time assistance.
Time Limitations:
No time limit on making complaints, but it is encouraged to report issues as soon as possible.
Exercise of Discretion:
OCVs consider the concerns raised and decide what action is warranted based on their expertise.
Who can you make a complaint against?
Any person who has witnessed or suspects abuse or neglect of residents at a Visitable Service in NSW can raise a complaint with the ADC. This includes residents, family members, and staff members.
Are you eligible to make a complaint?
Who can make a complaint?
Anyone in NSW who has witnessed or suspects abuse or neglect can make a complaint regarding a Visitable Service.
Before you lodge a complaint:
No steps are required before making a complaint.
Can complaints be made on behalf of someone?
Yes, complaints can be made on behalf of residents of Visitable Services.
Additional Information:
Complainants are protected against retribution for making a complaint to an OCV.
What can this body do to help?
The OCV may provide:
- Facilitating a Resolution: OCVs can meet with the Visitable Service to try and resolve complaints directly. If unresolved, the matter can be escalated.
- Report to Minister: OVCs periodically discuss issues and trends with the Minister for Families, Communities and Disability Services.
- Relevant Bodies: If issues are not resolved, OCVs can refer the matter to appropriate bodies like the NSW Ombudsman or Children’s Guardian.
- Children’s Guardian: An OCV can make a report to the Children's Guardian about a child in care if the OCV reasonably suspects the child's safety, welfare or wellbeing is at risk. The Children's Guardian can then decide to deal with the matter at its own initiative.
Additional information: The Official Community Visitor (OCV) cannot force a service to take any specific action in response to a complaint. They also do not suggest what actions should be taken. The OCV will bring up any problems they find with the service provider, but it is the service provider's choice on how to fix them. If the OCV is not happy with the service provider's solution, they may refer the issue to another organisation for further action.
How to prepare your complaint
Format:
Complaints can be made directly to OCVs in person, online, via email, post, or telephone.
Personal Details:
Complaints can be made anonymously.
Respondent’s Details:
Provide the name and address of the Visitable Service.
Relevant Facts:
Include as much information as possible to aid in the investigation, such as dates, times, specific incidents, and examples of behaviour.
Lodging your complaint and next steps:
Where to lodge your complaint:
- Complaints can be made directly to OCVs when seeing them in person. If you do not have an appointment coming up and cannot wait to speak to an OCV, you can lodge a complaint with the ADC using the below details:
- Online Form: Submit Here.
- Email: helpline@adc.nsw.gov.au
- Post Mail: Level 6, 93 George St, Parramatta, NSW 2150
- Telephone: 1800 628 221
- In-Person: Level 6, 93 George St, Parramatta, NSW 2150 (Monday to Friday 9:00 AM to 4:00 PM AEST/AEDT)
Acknowledgement of Complaint:
Complaints submitted online receive an instant confirmation. OCVs identify and report issues during visits.
Assessment/Investigation:
Services can respond to the OCV’s reports. If unresolved, the OCV may escalate the issue to senior management or appropriate bodies.
Next Steps:
OCVs monitor the progress and resolution of complaints, escalating further if necessary.
More information:
Refer to the factsheet provided below for more information.
