Retirement villages complaints and enquiries
NSW Fair Trading provides a free complaint service for residents and owner/operators of retirement villages. Find out how to make a complaint or enquiry about a retirement village if you've been unable to resolve the issue privately.
Before you make a complaint
If you have a dispute:
- First talk to your operator. Operators have their own internal dispute handling processes.
- Refer to your written contract with the village operator. (Your village contract may be a residence contract or a service contract, or a combination of both).
Know your rights
You may have a dispute with:
- the village operator
- other residents.
First, try and understand your rights and responsibilities by reading:
- your contract with the village operator
- rules of conduct for operators
- village rules
- by-laws if in a strata or community scheme.
Use our free complaint service if you cannot resolve your dispute within the community. Our experienced officers will try to finalise the matter through mutual agreement.
Talk it over
If something goes wrong and you are experiencing a retirement village related issue, we have some tips on how you can amicably resolve the issue.
Suggest a resolution to your problem
It is important that you calmly, clearly and logically explain your problem.
Discuss ways in which the owner/operator or other resident can help to resolve the problem. You should also listen to any possible solutions from the other parties as well. This could result in a mutually agreeable outcome.
Things to remember
After you have contacted the owner/operator or other resident about your problem remember to:
- give them a reasonable timeframe to resolve the problem
- give your contact details to the other involved parties
- be polite and professional.
How Fair Trading handles your complaint
Your complaint will be reviewed to determine the most appropriate resolution. This may include:
- providing you with information to help resolve your complaint
- recording the complaint issues to assist in future compliance programs, or
- contacting the other party to try and resolve the dispute.
You can read about how we deal with a complaint, and what disputes might be suitable for our free voluntary on-site mediation by visiting our retirement village disputes page.
Lodge a complaint
Resolving disputes for strata and community scheme villages
If you have a problem with the retirement village laws, you can apply directly to the NSW Civil and Administrative Tribunal to hear your case.
In most cases where the dispute relates to the strata and community scheme, mediation with NSW Fair Trading needs to be completed before it can be taken to the Tribunal.
Online complaint form
If you cannot resolve your matter, submit your complaint by using our form.
Declaration
I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:
- Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
- Provide this information - including your personal contact details - to the trader or another Government agency (if appropriate).
NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised, inviting you to provide feedback on our services.
Make a complaint by mail
NSW Fair Trading
PO Box 972
Parramatta NSW 2124
Ask a question
If you are unable to find the information you need, you can call us on 13 32 20 between 8:30am to 5pm on Monday to Friday. You can also make an enquiry using our property and housing enquiry form.
Declaration
I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:
- Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
- Provide this information - including your personal contact details - to the trader or another Government agency (if appropriate).
NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised, inviting you to provide feedback on our services.