Our Commitment 

Vasey Community Housing is committed to providing safe, respectful, and high-quality services to all residents, families, visitors, and stakeholders. 
We welcome feedback, compliments, and complaints as an opportunity to improve our services, strengthen relationships, and uphold our responsibilities under retirement village legislation. 

This policy aligns with relevant legislation and standards including:

  • Retirement Villages Amendment (Rules of Conduct for Operators)
    Regulation 2019 under the Retirement Villages Act 1999
  • Retirement Villages Regulation 2017 (NSW)
  • NSW Fair Trading
  • ARVAS Standards (2023)
  • Privacy Act 1988 (Cth)
  • Work Health and Safety Act 2011 (NSW)

Scope

This policy applies to all complaints or concerns raised by or on behalf of residents, families, visitors, staff, volunteers, contractors, or members of the public, regarding any aspect of service provided by Vasey Communities. 

How to make a complaint

  • In person: to any Vasey staff member
  • By phone: on (02) 9299 3951.
  • By email: admin@vasey.com.au
  • On our website: https://vasey.com.au/
  • In writing: Vasey Community Housing - Suite 10G, Level 10, Rhodes Waterside Shopping Centre, 1 Rider Boulevard, Rhodes NSW 2138
  • Submitting a Feedback form using the Administration mailbox at each village
  • Via resident meeting or resident surveys
  • Anonymous Complaints are accepted

What happens next

We will:

  • The complaint will be acknowledged within 5 business days of receipt.
  • An investigation will be conducted by a relevant manager or appointed person.
  • A written response outlining the outcome and any actions taken will be provided within 60 calendar days, with an expected resolution date given at the outset where possible.
  • If the complaint is complex and more time is required, the complainant will be advised of the delay, reasons, and updated timeline in writing.
  • If the complainant is dissatisfied with the outcome, they may request a review by the CEO or escalate the matter to an external authority.

If a complainant is dissatisfied with the outcome of a formal complaint, they may escalate the matter to one of the following bodies below.

Vasey Community Housing is a signatory to the Retirement Living Code of Conduct. Residents and their representatives have a right to refer a complaint to an external body, such as the Retirement Living Code Administrator (or Retirement Living Code Review Panel), independent mediator, or any relevant state regulatory authority. We will cooperate with any such investigations and abide by any agreements we make as a result.

Retirement Living Code of Conduct Code Administrator

NSW Fair Trading complaint Service

NSW Civil and Administrative Tribunal

Your rights

You have the right to:

  • Make a complaint without fear of reprisal, victimisation or retribution
  • Remain anonymous if you choose (noting that this may limit our ability to investigate)
  • Access support such as interpreters, advocates or assistance with communication

Continuous improvement

We regularly:

  • Collect and analyse data on feedback and complaints
  • Report findings to COO, CEO & Board
  • Use insight to improve our services and systems
  • Review our complaints process to ensure it remains effective and accessible.

Need help?

If you need help making a complaint, we can:

  • Connect you with an independent Senior advocate
  • Provide language support (interpreter services)
  • Help you to understand who our complaints and feedback management system works
  • Assist with writing or submitting your complaint.

Feedback and Compliments

We welcome any positive feedback, compliments, and suggestions regarding the provision of our services. This will help us to understand what we do well.