Volume 11
11.5 Complaint handling and investigative practice guidelines
Recommendation 11.5 said the Commonwealth Ombudsman should talk to people with disability, and people with complaint handling and investigative experience and make a guide.
The guide should help organisations establish ways to handle complaints that are accessible and responsive to people with disability.
The Ombudsman is considering how best to do this work.
11.12 Nationally consistent community visitor schemes (CVS)
Recommendation 11.12 said all governments should create consistent Community Visitor Schemes.
All governments remain committed to working together to progress Recommendation 11.12 to have nationally consistent Community Visitor Schemes.
The main reason for Community Visitor Schemes is for community visitors to visit people with disability to make sure the services they rely on are meeting their needs and upholding their human rights.
Community visitors can listen to people with disability and help them raise concerns about their disability services.
There are currently six different state and territory-based Community Visitor Schemes operating in Australia.
The Australian Government has committed $4.4 million to drive nationally consistent approaches to Community Visitor Schemes over 2 years.
Nationally consistent approaches means Community Visitor Schemes should look similar in every state or territory.
The Commonwealth Department Health, Disability and Ageing has received $2.8 million to work with states and territories to develop nationally consistent approaches to the delivery of Community Visitor Schemes.
The South Australian Government has committed to co-lead the project with the Department of Health, Disability and Ageing.
In February 2025 Disability Ministers agreed to work together to identify opportunities for national consistency in the delivery of Community Visitor Schemes.
This work will commence in May 2025 and include the NDIS Quality and Safeguards Commission, the National Disability Insurance Agency and state and territory governments.
An independent expert has been engaged to:
- Facilitate monthly meetings
- Research existing Community Visitor Schemes operating in Australia
- Consult with Disability Representative Organisations and the disability sector.
These activities will build on the findings of the Disability Royal Commission and help governments make decisions.
This recommendation is in progress.