Complaints systems for people with impaired decision-making ability
There has been a shift in the way government delivers services such as aged care and disability services. The models of service now have a stronger rights focus where consumer choice and control are central.
While such reforms are well intentioned and aim to make positive changes in people’s lives, they can create unintended consequences for some people with impaired decision-making ability. Some people may need assistance to fully realise and exercise choice and control in relation to the services they receive. They may also need assistance to make complaints if they are not satisfied with the services they have received.
In 2015 the Public Advocate published a scoping paper, Strengthening voice: A Scoping Paper about complaints management systems for adults with impaired capacity . In this paper, the Public Advocate identified a number of principles that are broadly recognised as good practice in complaints management, discussed the barriers to achieving good practice, and explored strategies for strengthening complaints management systems.
Decision-making support and Queensland’s guardianship system
Associated with the report Decision-making support and Queensland’s guardianship system , which was tabled in the Queensland Parliament in 2016, the Public Advocate published four documents in 2014;
Adult Guardian client profile
In 2010, the Public Advocate partnered with the then Office of the Adult Guardian (now the Office of the Public Guardian) to profile the characteristics and circumstances of people for whom the Adult Guardian was appointed as guardian. The research also explored the nature of tribunal orders appointing the Adult Guardian.
This was the first comprehensive and independent analysis of public guardianship clients and related orders since the introduction of Queensland’s guardianship system in 2000.
The Public Advocate published the final report, The Adult Guardian Client Profile Project: An independent analysis of guardianship clients and orders made to the Adult Guardian 2000-2010 in February 2013.
Aboriginal and Torres Strait Islander Queenslanders with impaired decision-making capacity
From 2009 to 2011, the Public Advocate partnered with Griffith University, Central Queensland University and James Cook University to explore the notion of ‘impaired capacity’ in relation to Indigenous Queenslanders.
In 2011, the three universities published a report—Impaired Decision-Making Capacity and Indigenous Queenslanders Final Report —presenting the insights from the research. The Public Advocate published a summary of the report .