|
||||||
 |
 |
 |
 |
 |
||
 |
||||||
Information for Service Providers
What is the Community Visitor Program?
The Community Visitor Program is established pursuant to Part 14 of the Mental Health and Related Services Act and seeks to promote the rights and independence of people receiving treatment from mental health facilities and agencies.
- The program is an external and independent body which aims to ensure that people receive quality mental health care in accordance with nationally accepted standards and practices. It does this primarily through proactive use of visits to treatment facilities and agencies and through responding to requests for visits from consumers.
- Without confidential access to Community Visitors, some important consumer issues may not be reported or resolved.
- The role of the program includes an advocacy role in raising issues on behalf of consumers and sometimes staff (where an issue they identify affects the care of consumers).
The Role of the Community Visitor
Community Visitors regularly visit treatment facilities and agencies and will talk to consumers, their families and advocates in order to make recommendations relating to:
- The adequacy of services;
- The standard and appropriateness of facilities for the accommodation, physical well being and welfare of persons receiving treatment or care;
- The adequacy of information relating to the rights of persons receiving treatment;
- The accessibility and effectiveness of complaints procedures; and
- Any other matter that a Community Visitor considers appropriate, having regard to the principles and objectives of the Mental Health and Related Services Act (NT) 1998.
Duties of a Community Visitor
Community Visitors
- Provide information and support to individuals wanting to raise matters with the treatment facility or agency about the quality of care they receive; and
- Where appropriate, assist with the resolution of any complaints.
In Addition to their General Inquiry and Inspection Functions, Community Visitors also have a Role in:
- Receiving and resolving complaints from consumers;
- Assisting consumers to use the Mental Health Services internal complaint mechanisms set out in Part 13 of the Act;
- Assisting consumers to make applications relating to reviews and appeals and, where appropriate, to present those applications.
What Powers Do Community Visitors Have?
In accordance with Part 14, Division 2 of the Mental Health and Related Services Act, Community Visitors have the power to:
- Enter and inspect treatment facilities or agencies at any time and without notice;
- At any time without notice, enter and inspect treatment facilities or agencies;
- Inspect documents or medical records relating to persons receiving treatment or care at the facility or agency;
- Inspect any records or registers required to be kept by or under the Act; and
- Visit persons who are receiving treatment or care at the facility or premises of the agency.
In accordance with s.113 of the Act, each person employed by the facility or agency must provide Community Visitors and Panel Members reasonable assistance and co-operation.
Request to See a Community Visitor
In addition to the regular visits, consumers or their representatives can:
- Ask staff to arrange a visit by a Community Visitor on their next visit;
- See a Community Visitor upon request by phoning 1800 021 919 or (08) 8999 1451 between 8:00 am and 4:30 pm, Monday to Friday.
How Can I Contact a Community Visitor Urgently?
If you urgently want to see or speak to a Community Visitor, then ask the staff within the facility or agency to arrange it for you. The person-in-charge of an approved facility or agency must forward a request to the Principal Community Visitor not later than 24 hours after the request is made.
Who are the Community Visitors?
Community Visitors are appointed by the Principal Community Visitor under the Mental Health and Related Services Act, 1998.
They are independent from the services they visit.
They operate throughout the Northern Territory and visit all approved treatment facilities and approved treatment agencies as defined in section 20 of the Act.
The general principles that underpin their role include:
- Accessibility;
- Independence;
- Impartiality;
- Advocacy;
- Being well informed about consumer needs;
- Being well informed about relevant legislation, current policies and practices;
- Respectfulness;
- Confidentiality; and
- Accountability.
Anti-Discrimination Commission
The Anti-Discrimination Commission promotes the rights and dignity of all people with disabilities.
If you have an impairment and have been treated unfairly because of it, you can complaint to the Anti-Discrimination Commission who can investigate the matter.
A conciliator can help you and the person you are complaining about meet to discus the problem in a safe environment and to reach a settlement satisfactory to both parties. This is called “conciliation”. Conciliation can also be conducted without the need to meet face-to-face with the person you are complaining about.
Most complaints are successfully conciliated but if this is not possible, they may be referred to the Commissioner for formal hearing.
Further Information
Anti-Discrimination Commission
| Phone: |  |
(08) 8999-1444 |
| Phone: | (08) 8999-1451 | |
| Fax: | (08) 8981-3812 | |
| Toll Free: | 1800 813 846 | |
| E-mail: | Complaintadc@nt.gov.au | |
| Web site: |
Anti-Discrimination Commission
Northern Territory Government