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IRT Retirement Villages
Feedback, Complaints & Internal Disputes Policy

Introduction

IRT welcomes and encourages feedback from residents, their families, representatives and other stakeholders in order to improve the quality of our facilities and services.

We treat all feedback, complaints and internal disputes seriously, and learnings from feedback and complaints will be used to drive organisation-wide continuous improvement to enhance our service delivery and improve resident satisfaction.

IRT’s complaints management process ensures a consistent and timely approach to the management and resolution of complaints and internal disputes.

We seek to resolve complaints and internal disputes using an open, easily accessible, timely and effective complaints resolution process, underpinned by our values of Integrity, Respect and Trust.

Feedback

A general comment or recommendation. Information given to us in the form of feedback is appreciated as an opportunity for improvement.
Complaint An expression of dissatisfaction that relates to a product, service or well-being of residents at IRT. A complaint can also relate to our internal complaints handling process itself, where a response or resolution is expected.
Internal DisputeAn internal dispute may arise when an issue has been raised between two or more residents, or residents and IRT and the problem has not been resolved.

Feedback and complaints Process

IRT follows a cascading complaints handling process, which provides effective and efficient complaints management in a manner that is fair and reasonable.

We encourage residents and/or their representatives to address their feedback or complaint to the Retirement Village Manager in the first instance.

We will acknowledge a formal complaint or internal dispute within 2 business days, treat it confidentially and provide an initial response in writing as soon as possible.

We will ensure our frontline staff understand our commitment to resolving complaints, and that they can easily apply our processes, have been suitably trained, and receive adequate support for resolving complaints.

We will endeavour to investigate and resolve complaints and internal disputes as quickly as possible. Where reasonable and practical, we will resolve complaints within 14 business days. Where this is not possible, we may ask the resident to agree to a longer timeframe to undertake the relevant investigation. In all cases we will regularly keep the resident informed of progress.

At all times we will promote and protect the independence, privacy, dignity, happiness, safety and security of our residents and welcome continuous engagement.

Our procedures for resolving complaints include the following steps:

Important information

When providing feedback, the following information will assist us to respond in a timely and efficient manner:

  • The name of the person providing feedback, and if not a resident, the details of the resident you are providing feedback on behalf of
  • The nature of the complaint
  • Any detailed history of the complaint, including time, place and location that events relating to the complaint occurred
  • What steps the person raising the complaint would consider an appropriate course of action for IRT to resolve the complaint to your satisfaction.

Feedback and complaints channels

Internal Channels

Feedback can be provided through various internal channels:

  • By communicating directly with the RV Manager or other IRT employee
  • At resident/relative meetings
  • Via the IRT website at irt.org.au/get-in-touch/feedback/
  • By calling the IRT Customer Contact Centre on 134 478
  • By emailing IRT Customer Relations at feedback@irt.org.au
  • By submitting a Resident Feedback Form using RV suggestion boxes
  • Via resident surveys
  • By writing to the Executive General Manager, Retirement Villages (PO Box 2106, Wollongong DC NSW 2500).

External Channels

IRT 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


07 3225 3000

complaints@rlcode.com.au

State

Department

Contact Details

NSW

NSW Fair Trading complaint Service

13 77 88

https://www.fairtrading.nsw.gov.au/housing-and-property/retirement-villages/living-in-a-retirement-village/retirement-village-disputes

 

NSW Civil and Administrative Tribunal

1300 006 228

www.ncat.nsw.gov.au

ACT

Access Canberra

13 22 81

www.accesscanberra.act.gov.au

 

ACT Civil and Administrative Tribunal

02 6207 1740

www.acat.act.gov.au

QLD

QLD Government Dispute Resolution

07 3008 3450

https://www.qld.gov.au/law/legal-mediation-and-justice-of-the-peace/settling-disputes-out-of-court/dispute-resolution-centres

 

QLD Civil and Administrative Tribunal

1300 753 228

www.qcat.qld.gov.au

NSW Retirement Villages with an embedded network (Parkside at IRT Pioneer Place and Henry Brooks Estate at IRT Kanahooka)

All residents of NSW retirement villages with an embedded network have the right to contact the Energy & Water Ombudsman NSW (EWON), including lodging a complaint, or for free, independent information and advice. EWON is the government approved dispute resolution scheme for NSW energy customers that receives, investigates and resolves customer complaints and disputes.

Freecall: 1800 246 545

Email: complaints@ewon.com.au

Website: www.ewon.com.au

Online: www.ewon.com.au/complaints

Mail: Post Reply Paid 86550, Sydney South NSW 1234

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