Complaints policy

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Comments and Complaints Policy

1. Introduction

This policy, consistent with the “Retirement Villages Act 1999 No 81 [NSW]” and the “Retirement Village Regulations 2017,” governs the handling of comments and complaints at Beauty Point Resort. We prioritise treating all residents’ concerns with utmost respect and courtesy, irrespective of the complaint’s nature.

2. Principles of Handling Complaints

  • We handle each complaint with sensitivity, respect, and a focus on achieving a positive outcome.
  • A positive outcome is where the resident feels their concern has been addressed satisfactorily.

3. Methods of Complaint Handling

  • Anonymity Preferred: Complaints are managed non-intrusively for residents who prefer anonymity.
  • Public Forum Comfort: Residents comfortable with a public approach have their concerns addressed in a respectful, inoffensive manner.
  • Written Complaints: These are treated confidentially, with a focus on privacy and discretion.

4. Availability of Complaints and Feedback Forms

  • Forms are available at the flyer stand on level 2 near 1, and also on our website, allowing for easy and discreet access.
  • The “RYW Complaints and Feedback Form” can be found online, offering a convenient way for residents to express their concerns digitally.

5. Making a Complaint

  • Complaints can be made via the “RYW Complaints and Feedback Form,” available in physical format and on our website.

6. Confidentiality and Privacy

  • Complaints are managed by the Privacy and Complaints Officer, Lisa Papahristos, ensuring compliance with privacy protection guidelines.

7. Resolution, Follow-Up, and Independent Review

  • We commit to fair and effective resolution, with provisions for follow-ups and independent reviews.

8. Record Keeping and Continuous Improvement

  • Secure record-keeping and regular analysis of complaints are undertaken for service improvements.

9. Compliance with Retirement Villages Act 1999 No 81 [NSW]

  • This policy is designed to be fully compliant with the Act and will be updated to reflect any amendments.

10. Online Accessibility

  • Both this policy and the complaints forms are accessible on our website, ensuring residents can easily find and use these resources.

11. Policy Review

  • Regular reviews will be conducted to ensure ongoing compliance with current regulations and best practices.