The letter commits to raising standards in retirement villages by supporting an 8-point plan: 1) Consistent legislation and contracts across Australia; 2) Transparent descriptions of all costs; 3) Encouraging residents to seek independent legal advice; 4) Improving training for village staff; 5) Mandatory accreditation for villages; 6) Implementing an industry Code of Conduct; 7) Establishing an independent dispute resolution process; and 8) Strengthening relationships between the industry and resident associations.

1. 10 August 2017
An open letter on my commitment to raising standards in retirement villages
I am a member of retirement village industry who is committed to higher standards, clearer and
simplerinformationaboutcostsandcontracts,andanindependentumpire toresolvedisputes. Ihave
heardwhat the Federal MinisterforAgedCare andothergovernments wanttosee fromthe industry
and that’s why I am committed to the industry’s 8-point plan to:
1. Support nationally consistent retirement village legislation and contracts.
2. Ensure there are transparent and easy-to-understand descriptions of entry pricing, ongoing
service fees, reinstatement costs and fees and payments relating to departure in contracts, so
residents have certainty about the costs associated with living in a retirement village.
3. Encourage all potential residentstoseekindependentlegal advice before signingacontract, and
work together with government and the legal profession to make this happen. We will also
encourage potential residentstoshare thisinformationwithfamilymembersandtrustedadvisers.
4. Improve trainingandprofessional supportforvillagemanagers,salespeople andotherstaff who
engage directly with current and potential residents.
5. Commit to improve industry village accreditation standards and coverage, and support
governmentinitiatives to make accreditation a mandatory requirement for operating a village.
6. Workwiththe AustralianRetirementVillage ResidentsAssociationtoimplementanindustryCode
of Conduct to set and maintainhighstandardsabout the marketingand operationof villages,as
well as dispute management procedures for all operators and residents.
7. Committo the establishmentof an efficientandcost-effective government-backedindependent
dispute resolution process, such as an Ombudsman or Advocate, for disputes that are unable to
be solved at a village level.
8. Maintainandstrengthenthe relationshipbetweenindustryandthe AustralianRetirementVillage
Residents Association to make sure resident issues are clearly identified and addressed.
Yours sincerely
[INSERT NAME AND SIGNATURE HERE]