Source: https://www.arenaliving.nz/knightsbridge-complaints-policy/
Timestamp: 2019-07-18 00:43:19
Document Index: 677859814

Matched Legal Cases: ['art 5', 'art 8', 'art 5', 'arts 4', 'art 9', 'art 4', 'art 7']

Knightsbridge: Complaints Policy - Arena Living
Knightsbridge: Complaints Policy
The objective of this policy is to enable Complaints to be resolved in a manner that is resident appropriate, objective, fair, quick and cost-effective for the resident (“you”) and Knightsbridge (“we”, “us” or “the Village”) through a complaints facility.
We strive to deliver a high standard of service at Knightsbridge. A commitment to continuous improvement means that we acknowledge all Complaints and ensure that whilst Complaints are being resolved, every complainant is treated with dignity and respect.
An outline of the complaints procedures is set out in a flow-chart in Schedule 1.
All residents have the right to raise Complaints and receive a response within a reasonable time. (Right 4 – Code of Residents’ Rights)
All residents have the right to a speedy and efficient process for resolving disputes they have with us or with other residents. (Right 5 – Code of Residents’ Rights)
All residents have the right to have a support person represent them in their dealings with us or other residents. (Right 6 – Code of Residents’ Rights)
All residents have the right to be treated with courtesy and respect. (Right 7 Code of Residents’ Rights)
Nothing in this policy limits your right to contact the Statutory Supervisor, Retirement Commissioner, Registrar of Retirement Villages or any other person at any time as an alternative or in addition to making a Formal Complaint, or regarding any alleged breach of the Code of Residents’ Rights. You may exercise this right by contacting the Statutory Supervisor, Registrar of Retirement Villages or Retirement Commissioner directly using the contact details provided in Schedule 2.
It is important that you can at any time informally raise with us any issues or concerns that you may have. You are encouraged, but not required, to raise any issues or concerns informally with us prior to making a Formal Complaint. All issues and concerns will be dealt with in accordance with our Issues and Concerns Procedure set out in part 5 of this policy. If you are dissatisfied with the response to your issue or concern you may at any time raise your issue or concern as a Formal Complaint in accordance with the procedure set out in part 8 of this policy.
Issues or concerns raised anonymously cannot be dealt with in accordance with the policy set out in part 5. However, we will endeavour to investigate, consider or resolve any issue or concern anonymously brought to the attention of the Village Manager. If the issue or concern results in a change to any policy or practice at the Village which would ordinarily be notified, then all residents will be notified of this outcome.
An issue or concern may be raised at any time with Knightsbridge or the Village Manager. The Village Manager contact details are set out in Schedule 2. Issues or concerns can be raised in writing or verbally, there is no prescribed form. If the issue or concern is made verbally, the Village Manager will record it in writing as soon as practical.
Where you have raised an issue or concern we will acknowledge this to you in writing within 5 Working Days.
Raise the matter as an issue or concern as set out in parts 4 and 5;
Talk to the Statutory Supervisor, Registrar of Retirement Villages and/or the Retirement Commissioner about wishing to make a Formal Complaint. Contact details for these organisations are set out in Schedule 2.
Formal Complaints must be given to Knightsbridge or the Village Manager. A Formal Complaint must be in writing, signed and dated by you. We encourage you to use the attached Formal Complaint Form (Schedule 3). Copies of the form are available from the office and Village Manager on request.
We will acknowledge in writing every Formal Complaint within 5 Working Days of receiving it. This acknowledgement will include the process and timeframe for resolving the Formal Complaint. We will endeavour to resolve the Formal Complaint within 20 Workings Days from the date we receive the Formal Complaint and will regularly inform you of progress.
8.1. Statutory Supervisor
We will suggest one or more independent mediators to you. If the parties agree on a mediator we will refer the Formal Complaint to that person. If the parties cannot agree on a mediator within 5 Working Days, we will ask the Retirement Commissioner to select one who we will engage.
The above process does not prevent you at any time after 20 Working Days of your Formal Complaint being received by us from issuing a dispute notice. Your right to issue a dispute notice is subject to the terms set out in the Retirement Villages Act 2003. A summary of the requirements and procedure for issuing a dispute notice are set out in part 9.
Where you have an unresolved Formal Complaint you may be able to give a dispute notice at any time between 20 Working Days and 6 months after the date the Formal Complaint was received (or such later time by agreement of all parties).
If a Complaint relates to an alleged breach of your occupation right agreement or the Code of Practice in disposing of a unit formerly occupied by a resident, you may be able to give a dispute notice at any time following 9 months after the unit has become available for disposal and if you wish, need not go through the Formal Complaint Resolution Procedure.
Please note: This is an overview of the process only, for full details please consult Part 4 of the Retirement Villages Act 2003 and the Retirement Villages (Disputes Panel) Regulations 2006.
The Complaint should be addressed to the Executive Director of the RVA, and sent to the RVA, whose contact information is set out in Schedule 2.
“Formal Complaint” means a written complaint made by a resident or former resident in accordance with part 7 of this policy relating to us, our staff, the Village, another resident or any other matter that the resident wants to raise.
“Village” means the retirement village known as Knightsbridge and operated by us.
Schedule 1 - Complaints Process
Schedule 2 - Contact Information
Knightsbridge Village Contact Information
Contact Ian Shipman – Village Manager
Phone (09) 477-2100
Email ian.shipman@arenaliving.nz
After hours 021 187-5373
Name Peter Jennings
Address PO Box 4243, Shortland St, Auckland 1140, NZ
38-42 Waring Taylor St