Rose Webb, the Commissioner for NSW Fair Trading, followed Matt Kean as a keynote speaker at the NSW Forum.
She took up this position three months after the Fairfax/Four Corners program. Previously she was the Senior Executive Director and then Chief Executive Officer of Hong Kong’s Competition Commission.
After the TV program the Department conducted a compliance blitz targeting 50 specific NSW villages. She said they did not find much technical non-compliance, but they intend to do more inspections because it “helps conversations”.
She confirmed that the Department had received 46 complaints this year with most around budgets, finance, recurrent charges and repairs and maintenance.
The Department resolved around 70% by providing information, talking to the operator and mediation.
She noted that they were receiving significantly more enquiries from potential retirement village customers, and she wants to promote the importance of getting financial and legal advice.
The two key features of the Greiner Report higher a need for better and stronger disclosure and better controls around maintenance.
The Department is working on providing information and videos on its website.