It is important for retirement village residents to know they have the right to make a complaint.
Every retirement village operator in New Zealand is required to have a complaint policy that follows the Retirement Villages Code of Practice. This policy should be accessible to residents and potential residents in common areas and also available on the village's website or intranet all the time. And, if you want to make a formal complaint, the operator should give you a copy of the complaint policy.
It’s important to note, however, that how each village handles complaints may vary. It is recommended that residents consult their village's documentation and talk with staff to understand how complaints are handled within their particular retirement village.
Making a complaint:
- In the first instance, you should raise your concerns with the retirement village manager or operator. You may want to do this informally to start with, or make a formal written complaint.
- If you are not satisfied with their response, you can contact the Retirement Commissioner's Office for advice and assistance in making a complaint).
Phone: (09) 356 0052
Email: office@retirement.govt.nz
- The Retirement Village Residents Association (RVRA) can assist you with making a formal complaint too – visit its website to find an online complaint form.
- The operator of a retirement village must reply to any complaint and attempt to solve it within 20 working days. If the problem persists, the complaint can be escalated to the statutory supervisor and a mediator can be appointed to try and resolve the issue.
Te Ara Ahunga Ora Retirement Commission has put together a helpful diagram that shows the complaints and disputes process.
Formal Disputes:
- If your complaint is not resolved through the initial complaints process, you may be able to escalate it to a formal dispute.
- The first step in this process is mediation, which is a voluntary and confidential process aimed at reaching a resolution between the parties involved. A mediator can help both parties discuss the problem, identify the issues and come up with a solution. Mediators are not judges or counsellors, and they don't take sides. They also can’t decide anything – their job is to help both parties come up with a solution that works for them.
- If mediation is unsuccessful or not appropriate, you may be able to take the dispute to the disputes process. This involves a disputes panel hearing your complaint and making a decision. The disputes panel is administered by the Retirement Commissioner, and panel members are selected from a list approved by the Retirement Commissioner.
Find detailed information about the disputes process on the Te Ara Ahunga Ora Retirement Commission website.
Updated: 23 Mar 2023