What is the Official Visitor Scheme?
The ACT Government runs the Official Visitor Scheme to help protect the rights and well-being of people with disability who receive services funded by the ACT or NDIS. Official Visitors are independent people who visit certain homes where disability support is provided. Their role is to check that people are being treated fairly and safely.
What do Official Visitors do?
- Visit homes where disability services are delivered (called “visitable places”)
- Talk to people receiving support, if they want to talk
- Listen to complaints or concerns about services or care
- Work with providers to help resolve issues
- Report serious concerns to the ACT Human Rights Commission or other authorities
When might an Official Visitor visit?
- On a scheduled visit
- Unannounced (no prior notice)
- In response to a concern or complaint being raised
Who can contact an Official Visitor?
- A person receiving support
- A family member, guardian, or carer
- A support worker
- Anyone concerned about a person’s care
To contact the ACT Official Visitors Office:
Phone: 1800 150 036
Email: ovs@act.gov.au
Do I need to register my home as a “visitable place”?
A visitable place is a home where:
- A person with a disability lives (short-term or long-term), and
- They receive support funded by the ACT Government or NDIS, and
- That support is provided by a registered provider (like Hireup)
Does Hireup need to register every home?
No — only homes where all these apply:
- The person receives support from a registered provider (like Hireup)
- The support is delivered in-home (not community-based)
- It’s more than informal support from family or friends
Who is responsible for registering?
The registered service provider is responsible. Hireup will handle the registration. You just need to let us know if:
- You move to a different location
- There’s any change in service delivery (start, stop, provider change)
How do I notify Hireup?
Please email: clientoperations@hireup.com.au