The Retirement Living Code of Conduct aims to set and maintain high standards in the marketing, selling and operation of retirement communities, including complaints and dispute management procedures for operators and residents.
Voluntarily signing up to the Code confirms our commitment to providing reliable, trustworthy and high-quality retirement living and care options
It will help us ensure we maintain high standards that govern our residents’ experience of moving into, living in, and moving out of our communities.
Values and principles
We strive to always act with integrity and respect, and to always aim for excellence. We comply with all relevant legislation and we audit our compliance with the Retirement Living Code of Conduct annually to ensure we are working in the best interests of residents and their families.
Moving in to a community
We’re committed to transparency and providing sales and marketing material that is honest, current, clear and accurate, and compliant with relevant laws.
We’re upfront about what the costs are and what they cover. So before residents move in to a community, they have peace of mind and know exactly what they will pay and what lifestyle, care and support they can expect.
Living in a community
Resident safety and wellbeing is our first priority. We’re focused on provided high quality services and facilities so that all residents can live the life they choose in their chosen retirement community.
Our team members are provided with ongoing development and training, and we ensure our communities are well-maintained and comply with relevant laws.
Leaving a community
If a resident leaves a community, we communicate clearly and respectfully with them and/ or their representative. We also pay the resident’s exit entitlement after the sale of their residence within the timeframe and in the manner set out in the residence contract and relevant laws.
Handling and resolving complaints
We respectfully and proactively manage complaints made by prospective, current and former residents and their families, and aim to ensure they are resolved in a timely manner.
Additionally, if residents or stakeholders believe we are not meeting our Code obligations, they can lodge a complaint with the Code Administrator.
Retirement Living Code of Conduct
We’re committed to providing trustworthy and high-quality services and ensuring everything we do is aligned with the Retirement Living Code of Conduct.