COVID-19 advice for residential service providers

Coronavirus (COVID-19) important updates

During the coronavirus (COVID-19) public health emergency, you must make changes to the way you operate your service.

You should provide clear information to residents and visitors about COVID-19 prevention.

You must observe the:

You must comply with the Disability accommodation services direction if your service has:

  • 4 or more people with disability that are unrelated who live in the Residential Service
  • the residents share common areas within the facility
  • the people with a disability receive disability supports where they live.

There are significant penalties for not complying with the Disability accommodation services direction.

Unless directed otherwise, you must continue to follow the relevant accreditation standards.

Guidelines for visitors, staff and residents

Visitors, staff, service providers and associates should not enter the service if they have:

  • been diagnosed with COVID-19 until they have ended their period of self-isolation
  • been told to quarantine because they have returned from overseas or a COVID-19 hotspot
  • been in contact with someone who has had a confirmed case of COVID-19 in the last 14 days
  • have a fever equal to or higher than 38 degrees or symptoms of a respiratory infection such as a cough, sore throat or shortness of breath.

In a resident's room, you should observe social distancing, with 1 person per 4 square metres allowed.

You must always:

  • maintain physical distancing: people should stay 1.5 metres away from others
  • allow for 4 square metres per person when indoors
  • practice hand and respiratory hygiene
  • stay home if you're sick
  • frequently clean and disinfect the environment.

Common areas

Outdoor seating and grassed areas can be used if social distancing is observed.

Shared bathrooms, kitchens and lounge rooms can be used if:

  • they are cleaned thoroughly and regularly
  • there is at least 4 square metres per 1 person, with a maximum of 40 people allowed to gather indoors.

Dining rooms

In large residential services where residents eat in a shared dining room you must allow 4 square metres per person. If the room is smaller than 200 square metres, 1 person per 2 square metres is allowed. To support this, you may:

  • rearrange the dining room to ensure there is no more than 1 person per 4 square metres, and time your meal delivery to support this, if necessary
  • continue contactless food delivery service to resident rooms for those required to quarantine. This option would require taking advance orders from residents using a limited menu.


If you identify any issues or risks in ensuring continuity of service, contact us by:

For general help and advice, contact the Community Recovery Hotline:

If a staff member or resident has a confirmed case of COVID-19:


We understand that, as COVID-19 public health directions continue to change rapidly, it may not always be clear to service providers how to apply the arrangements in your service.

To understand the current restrictions:

If you've taken appropriate steps to understand and apply the current Public Health Directions to ensure the health and safety of residents, staff and visitors, we will not penalise you if complying with a health direction is inconsistent with any legal or regulatory obligation.

More information


Small business hotline: 1300 654 687

General enquiries: 13 QGOV (13 74 68)