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DVA Statement on Retirement Villages

Community Program Integration
Statement on Retirement Villages for General Distribution

Last updated 4 July 2017

Retirement villages are an independent housing option and are an increasingly important source of accommodation for older people in Australia. While the Australian Government funds and regulates the provision of aged care, both in people’s own homes as a homecare package and in residential aged care, it is not responsible for the funding and regulation of the facilities and services provided by retirement villages, which are governed by state and territory legislation.     

As part of its Caring for Older Australians report, the Productivity Commission recommended that the regulation of retirement villages should remain the responsibility of state and territory governments.  However, the Commonwealth Government needs to be assured the overall national system is working cohesively on consumer protection for older people. The Australia Competition and Consumer Commission (ACCC) is closely examining allegations raised following the recent media reporting on AVEO’s practices.

Residents in retirement villages may be eligible to receive aged care services based on an assessed clinical need and funded by the Department of Veterans’ Affairs (DVA), including Veterans’ Home Care, allied health treatment, transport for treatment and equipment through the Rehabilitation Appliances Program. For further information, visit the DVA website or telephone on 133 254 or 1800 555 254 (regional). 

Retirement village operators or their subsidiary companies, that are also Australian Government funded approved providers of aged care, must comply with the approved provider responsibilities set out in the Aged Care Act, 1997 and its associated Principles. If an approved provider fails to meet its responsibilities, the Department of Health can take compliance action; this may include imposing sanctions on the provider.

Concerns about Australian Government funded aged care providers and the quality of care or services delivered by them, can be raised with the Aged Care Complaints Commissioner (Complaints Commissioner) on 1800 550 552 or by visiting the website.

The Complaints Commissioner provides a free service and takes all complaints seriously. Complaints can be made openly, confidentially or anonymously. The Complaints Commissioner aims to resolve complaints for individual care recipients quickly and effectively, and to assist aged care providers to improve the quality of their services.

If you require further information or wish to raise concerns about the retirement villages in your state or territory, the following organisations can be contacted:

Queensland:

Office of Fair Trading
GPO Box 3111
BRISBANE  QLD  4001
Ph:  13 74 68

New South Wales:

NSW Fair Trading
PO Box 972
PARRAMATTA  NSW  2124
Ph:  (02) 9895 0111

Australian Capital Territory:

Access Canberra
GPO Box 158
CANBERRA CITY  ACT  2601
Ph:  (02) 6207 3000

Tasmania:

Consumer Affairs and Fair Trading
PO Box 56
ROSNY PARK  TAS  7018
Ph:  1300 65 44 99

Northern Territory:

Consumer Affairs - Darwin
Department of Justice
PO Box 40946
CASUARINA  NT  0811
Ph:  (08) 8999 1999 or 1800 019 319

Consumer Affairs – Alice Springs

Department of Justice
PO Box 1745
ALICE SPRINGS  NT  0871
Ph:  (08) 8999 1999 or 1800 019 319

Western Australia:

Western Australian Department of Commerce
Consumer Protection
Locked Bag 14
CLOISTERS SQUARE  WA  6850
Ph:  (08) 6552 9595 or 1300 30 40 54 

South Australia:

Office for the Ageing
PO Box 196
RUNDLE MALL  SA  5000
Ph:  (08) 8204 2420

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