Reporting for Operators

Online complaint reporting is open

Our online complaints portal is now open for the reporting period 1 October 2019 - 31 March 2020.

The portal will remain open from the 1st of April until the 28th of May.


  • If you are a new Village Operator who hasn’t used this portal previously please 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.]

  • Not getting emails from the portal! We have experienced a small number of village operator ISPs (such as SPARK) or IT departments blocking the CFFC Portal email notifications. So if your account password verification email doesn't make it to your inbox it is safe to say that it has been blocked. To resolve this please communicate with your IT and or ISP and ask them to whitelist emails from: ' on behalf of The Commission for Financial Capability <>'

  • 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

Resetting your password

For any general queries, please contact:

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