Monitoring and Reports
The Retirement Commissioner monitors the effects of the Retirement Villages Act 2003
An independent monitoring programme began in 2008, with reports on the following focus areas:
- 2019-20: Operator financial assistance to residents
- 2018-19: The interface of Retirement Villages and Aged Care
- 2017–18: The effectiveness of statutory supervision
- 2016–17: The effectiveness of independent legal advice
- 2014–15: The disputes process
- 2011: Residents
- 2010: Owner-operators
- 2009: Statutory supervisors
The Commission’s 2019/20 focus area is being determined.
Since 1 April 2017 the Commissioner receives six-monthly reports from operators of all registered retirement villages about any formal complaints they have received in the preceding six-month period. CFFC collects this information as part of its monitoring function under the Retirement Villages Act.
Each operator reports about the number of formal complaints during the six-month period, classification, resolution rate and information about the outcome. The operator also reports how many formal complaints were referred to either a statutory supervisor or mediator.
The Commissioner uses this information to monitor trends and any concerns or issues in the industry and to inform the minister. CFFC publishes a summary of the information received but does not publish the identity of any complainant or village involved in a complaint.