Reporting for Operators

Online complaint reporting is open

Our online complaints portal for the period 1 April 2020 to 30 September 2020 will remain open until 16 November.

COVID-19 Practice Note for Operator meetings

A Practice Note regarding meetings under Level 2-4 restrictions have been issued by the Registrar of Retirement Villages and the Retirement Commissioner.

Click here to read and download the Practice Note


  • If you are a new Village Operator who has no prior Villages in this portal from a previous Operator Admin then you need to create an account. Once this is done all subsequent reporting will be easy.

  • For existing users who have a change of Operator Admin please first get in touch with CFFC before doing anything in the portal by emailing so we can enable the switch over of Operator Admin for the existing account.

  • If you are a Village Operator who used the Portal in the previous reporting period but has forgotten your password you can reset it here. [NOTE: Please make sure you re-enter your new password when you sign in after changing your password. This will update the login information saved in your browser.]

  • Technical issues: If you are having any technical issues simply try logging out and back into the portal, this will resolve any temporary server or network problems; along with refreshing your local client browser. If the problem does persist, please enter your email with a comment into the user feedback widget located bottom left corner of the web page and click send – our tech team will follow up.

  • Not getting emails from the portal! Sometimes poorly designed email spam classification systems stop legitimate mail getting through. The best way to ensure this doesn't happen to you is to ask your IT support to whitelist our sending address: and

  • For complaint management portal orientation we recommend you view the user-guide videos or read the online User Guide.

Portal user-guide videos

Creating an account

Creating an account

Creating a complaint

Submitting a report

Existing Account

Resetting your password

For any general queries, please contact:

National Manager Retirement Villages
Troy Churton
P/ +64 21 042 1110