State in Focus: What Tasmania’s regulator found when it audited every village
That was the encouraging message from Consumer, Building and Occupational Services (CBOS) at DCM Institute’s first Tasmanian Lunch & Learn.
Nigel Garland and Amy Byers from the Department of Justice shared the initial findings from CBOS’ statewide audit of retirement village operators. The audit assessed operators’ responsibilities under the Retirement Villages Act and established a benchmark for practices across the sector.
“Generally, on the whole, the villages work quite well,” Nigel said.
Operators were familiar with their obligations and could usually demonstrate that the correct processes were being followed. Annual General Meetings were being held, minutes maintained, financial information made available and residents given opportunities to ask questions.
Most of the gaps were found in the paperwork supporting those practices.
Some operators could explain how they handled an issue but could not point to a written policy or document setting out the process. CBOS also found outdated templates and legislative references, along with village rules that did not cover every requirement contained in the legislation.
Good practice should not depend on the knowledge of one Village Manager or team member. Written processes provide consistency, make responsibilities clear and allow someone else to pick up the work when staff change.
The audit also highlighted an opportunity to involve residents more closely.
Some operators hold meetings throughout the year to explain changes before the AGM. Residents then arrive better informed and ready to discuss the decisions in front of them. CBOS found that residents were generally more accepting of recurrent charge increases when the process and rationale were clearly explained.
As Amy put it, operators should ensure “not only are the operators complying, but the residents know they’re complying”.
Dispute resolution deserves similar attention. A village may have a process, but residents also need to understand how it works, where to begin and when an issue can be escalated. A simple written guide could give residents greater confidence while helping resolve concerns before positions become entrenched.
The practical response for operators is straightforward: review village rules, contracts, resident information and legislative references; document processes currently carried through operational knowledge; and consider whether residents can readily understand the procedures affecting them.
CBOS expects to publish a de-identified report on the audit findings in the coming months, providing the sector with a useful benchmark for continued improvement.
Tag:Building And Occupational Services, CBOS, Community Engagement, compliance, Consumer, DCM Institute, resident committees, resident communication, Resident Engagement, Retirement Living, Retirement Village, Retirement Village Audit, Retirement Village Regulation, Retirement Villages Act, Tasmania Retirement Villages, Tasmanian Department Of Justice, Village Documentation, Village Managers, village operations, Village Professionals
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