The Minister for Consumer Affairs, Michael O'Brien, has launched two key documents - Good Practice Protocols and Internal Dispute Resolution Guidelines - for the retirement village industry, aimed to help prevent or resolve disputes for managers and residents on key issues. Main areas are:
Protocol 1: Changes to services
Protocol 2: Maintenance: charges and process
Protocol 3: What is covered by service and capital charges
Protocol 4: Presentation of the annual financial statement
Protocol 5: Marketing procedures for a unit when a resident leaves or dies
Protocol 6: Ongoing charges after a resident leaves or dies
Protocol 7: Refurbishment and reinstatement of units
A Contract Disclosure & Information booklet has also been produced on contracts, covering:
Staged disclosure of information and documents
Pre-contract disclosure of information and documents
Matters that must be addressed in contracts
Implied terms
Sample Condition report form NSW
Download copies at: consumer.vic.gov.au/retirementvillages
