Annual reporting responsibilities - retirement village complaints and disputes

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The retirement village manager must present a report at the annual meeting of residents. Without identifying the parties, this report must detail for the past year: 

  • the number and nature of management complaints and residents’ disputes 
  • the outcome of each complaint or dispute, including any action taken to resolve them 
  • any changes, made or proposed, to address issues arising from a complaint or dispute. 

Reporting confidentially 

The best way to maintain confidentiality in the reporting process is to collate the specific information about individual complaints and disputes into a range of broad categories – for example, collating by: 

  • number of complaints and disputes received 
  • timeframes for resolution 
  • nature of the complaints, such as: 
    • condition of village grounds 
    • maintenance issues 
    • contractual issues 
    • noise 
    • quality of service 
    • disputes between residents 
  • action taken, for example: 
    • information provided 
    • apology 
    • public meeting 
    • conciliation/mediation/facilitation session 
    • resident interviews or meetings – consultation with residents’ committee
    • independent/expert advice or report obtained 
    • corrective action (for example, maintenance work or repairs) 
  • outcome, for example: 
    • resolved to satisfaction of both parties (for disputes between residents)  
    • resolved to the satisfaction of the complainant (for management complaints) 
    • resident advised to seek external assistance 
    • referred for external dispute resolution 
    • as a result of the complaint, a village policy or process was changed 
    • complaint withdrawn 
    • unsuitable for dispute resolution 
    • referred to relevant authority (for example, the police or a local council).