Making our voices heard

OCAV is supporting a voluntary Retirement Living Code of Conduct that has been developed by the Leading Age Services Australia, Aged and Community Services, and the Property Council.

However, the Association also supports the call for an independent Retirement Housing Ombudsman to investigate housing issues specifically when internal dispute resolutions fail.

Phillip Wohlers, CEO of OCAV, said the voluntary code relies on all retirement housing providers having systems in place to deal with complaints. OCAV has, and all residents and staff are familiar with the details.

“However, an Ombudsman would provide residents with access to free and independent resolution without the need for lawyers, and it would also create an incentive for operators to settle disputes internally,” Mr Wohlers said.

“Operators have obligations, and residents have rights at both state and federal levels. This Code puts legislation into practise.”

The Code’s objectives are to promote and protect current and future residents, set commonly accepted standards about marketing and the operations of all retirement villages, provide trust and confidence in the sector, and provide a framework to ensure residents have access to open, transparent and efficient resolution of complaints.

The peak bodies developed the Code after extensive consultation with key industry stakeholders, including governments, operators and resident leaders through the Australian Retirement Village Residents Association.

Read the Submission to the Retirement Living Code of Conduct.

Spirituality guidelines
OCAV has contributed to research that aims to learn more about how national guidelines for spiritual care in aged care are working.

Developed by Meaningful Ageing, the guidelines embrace training, education and awareness about the importance of spiritual care among people providing palliative and aged care.

Tim Scott, OCAV’s Chief Operations Officer, said that each resident’s quality of life was at the heart of the Association’s care.

“We are non-denominational, and respect each resident’s view on spirituality, and work with them and their families to ensure their wishes and needs are met,” he said.

OCAV is currently updating its policies on spirituality to reflect the guidelines.