making a FORMAL COMPLAINT

The following online form is to assist RVR members and residents in making a formal complaint to their village. It steps through a simple process and then sends it off to the parties selected by the user. This eliminates the need for the resident to find the Statutory Supervisors and other agencies email addresses.

Note: You would normally use this AFTER trying to informally resolve the issue with the village or individual. The RVR will also store a copy of the complaint to assist with legislative change. No details will be shared with any other parties, other than those specified by the member.

Making a Formal Complaint.

*Village Name

*Your First Name

*Your Last Name

*Your physical address (to verify contact details and village or to post to if no email)

*Your email address

*Confirm email address

*Phone Number

Responses to this Formal Complaint will be sent to the above email, otherwise to your physical address (if no email).

*Describe the issue - what has happened (1-2 sentences is fine).

*Describe the impact - how it has affected you (1-2 sentences is fine).

*Describe the remedy - how you would like it resolved (1-2 sentences is fine).

Who would you like to send the Formal Complaint to? (Please select one or more)

Village Manager

Village Operator

Head Office

Your Formal Complaint will be sent to the above people, a copy to you and a copy stored with the RVRANZ. We will also include with your copy a list of the next steps that the operator must take.

Signature

The Code of Practice 2008, Clause 33.2(d) states you must be offered "contact details for people or agencies a resident can talk to about, or wish to make a formal complaint or a formal complaint already made." Clause 33.2(e) states “that the complaints policy does not prevent a resident from bringing an alleged breach of the Code of Residents Rights to the attention of the statutory supervisor, the Registrar of Retirement Villages, the Retirement Commissioner or any other person". We have included some of those people / agencies below.

If you believe your complaint is of a nature that you would like to notify the legislated agencies - OR - has breached the Code of Residents Rights, then select one or more of them (below) and we will send a copy of your formal complaint, in confidence.

Statutory Supervisor (responsible for oversight of your village - Unless exempt)

Registrar of Retirement Villages (deals with breaches in the Act, Code of Practice and Residents Rights)

You can also contact the Retirement Commissions Retirement Village Helpline on 0800 268 269 - 8.30am-5pm Mon to Fri.

Please feel free to use this form to contact us through the
RVR website

Village Name	:
First Name	:
Last Name	:
Physical address	:
Email Address	:
Describe the issue	:
Describe the impact	:
Describe the remedy	:
Village Manager	:
Village Operator	:
Head Office	:
Agencies	:

making a FORMAL COMPLAINT