Unresolved complaints and disputes in a retirement village

Skip listen and sharing tools

An unresolved complaint or dispute can be referred to an external agency for resolution.

For information and advice on your options, contact us.

For assistance with resolving a dispute, contact Dispute Settlement Centre of Victoria (DSCV)

Retirement village contracts must not include terms that allow management complaints or resident disputes to be dealt with by arbitration. Arbitration is the process that enables a private third party to make a legally binding decision about how the complaint or dispute is resolved. If a contract contains such a term, it is void (treated as if it never existed). 

Dispute resolution by Dispute Settlement Centre of Victoria (DSCV)

DSCV's dispute resolution process involves helping the parties resolve the dispute by: 

  • facilitating the exchange of information 
  • identifying and clarifying the issues in dispute 
  • helping the parties identify and explore options for resolution, and  
  • facilitating discussions to resolve the dispute. 

For more information, visit the DSCV website.

If the parties cannot agree, they can take the matter to the Victorian Civil and Administrative Tribunal (VCAT) for a decision that is binding on both parties.