Retirement Villages Stakeholder Forum 26 November 2019 - PowerPoint PPT Presentation

Retirement Villages Stakeholder Forum 26 November 2019

zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRPONMLKJIHGFEDCBA Welcoming Address – Why today matters? I nte rim Re tire me nt Co mmissio ne r – Pe te r Co rd tz

Hon. Kris Faafoi

zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRPONMLKJIHGFEDCBA Monitoring Matters Extracts from an independent legal opinion to the Retirement Commissioner on the obligation to monitor . yxwvutsrqponmlkihgfedcbaTSRPONMLIHFEDCA " We c o nsid e r the (mo nito ring) pro visio ns pe rmit a fa r mo re pr oac tive oac h to the inve stig a tio n a nd re po rting o f ind ustry appr b e ha vio ur a nd e ve nts..." "..the Co mmissio ne r's ro le a s mo nito r is e sse ntia lly o ne o f 'wa tc hd o g ' - e nsuing it is suffic ie ntly infor ise , me d to flag any pr oble ms be for e the y ar pro vid e info rma tio n a nd inte llig e nt a d vic e to the Ministe r, a nd to uc tive c hange s to the re g ula to ry re g ime ....“ r e c omme nd c onstr .."the purpo se o f the pro visio n is to pro vid e a c he c k against any adve r se c onse que nc e s o f the le g isla tive re g ime ." "Pro a c tive inve stig a tio n a ppe a rs to b e c o nte mpla te d ...pro visio ns suppo rt the vie w tha t a d uty to mo nito r re q uire s mor e than me r e ly me d o f ind ustry ma tte rs..." ke e ping we ll-infor

yxwvutsrqponmlkihgfedcbaTSRPONMLIHFEDCA zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRPONMLKJIHGFEDCBA Monitoring Matters Pr oac tive appr oac h: • MHUD po lic y / Ministe ria l me e ting s (T wyfo rd / Sa le sa / F a a fo i). • Sta ke ho ld e r me e ting s, fo rums, c o nfe re nc e s, this fo rum! • Re sid e nt-o nly wo rksho ps, c o mmunity a g e nc y wo rksho ps • Pub lic se mina rs, ‘ fo llo w-up’ b e ha vio r c ha ng e me a sure me nt. • E xe rc ising s36(3) info rma tio n-g a the ring po we r: • e .g . ind ustry pra c tic e s fo r DMF c ha rg ing o n tra nsfe r b e twe e n villa to a pa rtme nt. • Me d ia , so c ia l me d ia , we b re so urc e s • RV pa g e use rs spe nd mo re time o n o ur pa g e s tha n o the r CF F C pa g e use rs • Se c to r tre nd -a na lysis: ind ustry pub lic a tio ns, c o mpla int-re po rting , the ma tic re se a rc h. a nd .....

yxwvutsrqponmlkihgfedcbaTSRPONMLIHFEDCA zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRPONMLKJIHGFEDCBA Monitoring Matters • Handling r e fe r r als • I nfo rma tio n re q ue sts / c o mpla ints • L o b b ying c o mmunic a tio ns • Re sid e nts ma y b ring a lle g e d b re a c h o f Co d e o f Re sid e nts' Rig hts to the a tte ntio n o f the Co mmissio ne r ( se c tio n 33) • y log - ind ic a tive re c o rd o nly – no t a ll e nq uirie s a re a b le to b e c a pture d E nquir • 2018 e nq uiry lo g - 145 • 2019 e nq uiry lo g - 130 (a s a t mid -No v) MBI E c a ll-c e ntre se rvic e – 0800 268 269 • 20-40 c a lls a mo nth – mo stly re sid e nt rig hts e nq uirie s • spiking 80-180 a mo nth - se mina r e ve nts • Dispute Pane l Ac tivity • Appo intme nt o f ne w me mb e rs • 3 No tic e s fo rma lly re c e ive d in 2019 – 1 he a ring d e c isio n

zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRPONMLKJIHGFEDCBA yxwvutsrqponmlkihgfedcbaTSRPONMLIHFEDCA Referrals / enquiries to CFFC – examples of 10 recurring themes in 2019 • Amb ig uitie s re g a rd ing liability for e plac e me nt of c hatte ls o r r e pair or r fixture s • e / c a re suite s / c o nfusing c a re -re la te d te rmino lo g y / Char ge s for c ar q ua lity o f c a re • Ope ra to r ma na g e me nt o f r e side nt c ommitte e s / c onstitution • Slo wne ss o f re sa le a nd r n of c apital / ine q uity in c o ntro l o f re sa le e tur • Cha lle ng ing inc re a se d we e kly fe e s a nd fo re c a sts / ho w to ‘ re q uire ’ fixe d fe e s 7

yxwvutsrqponmlkihgfedcbaTSRPONMLIHFEDCA zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRPONMLKJIHGFEDCBA Referrals / enquiries to CFFC – examples of 10 recurring themes in 2019 • ame nitie s : se c urity, first re spo nse c a re se rvic e , Disc ontinue d se r vic e s or lib ra ry ro o m • manc e of de ve lopme nt : c o ntra c tua lly re pre se nte d fa c ilitie s Non-pe r for • O mode l , a va ila b ility o f re nta l units, o the r o ptio ns a nd Alte r native s to L T whe re to find • bullying o r intimid a ting b e ha vio ur Ope r ator • Cha rg ing DMF s (b e twe e n units) on inte r nal tr ansfe r 8

Monitoring Matters – Complaint reporting Oc tobe r 2018 to Apr il 2019 Apr il 2019 to Oc tobe r 2019 ate – re po rts Complianc e r 290 villa g e s (o f 424) = 68% 390 villa g e s (o f 430) = 91% re c e ive d fro m village s / to tal re giste re d village s Numbe r o f village s with NIL 210 (72%) 290 (74%) c omplaints of c omplaints / Numbe r 80 villa g e s with 205 c o mpla ints 100 villa g e s with 189 c o mpla ints village s with c o mplaints % of c omplaints r e solve d o r 78% 74% part re so lve d within 20 days Cate gor y with highe st 1. Se rvic e q ua lity 1. Ma inte na nc e / re pa ir o f numbe r o f c o mplaints 2. Ma inte na nc e / re pa ir o f b uild ing s b uild ing s 2. Ma inte na nc e / re pa ir o f g ro und s Numbe r of c omplaints 12 to supe rviso rs 25 to supe rviso rs e d to statuto ry r e fe r r 7 to me d ia to r / third pa rty 10 to me d ia to r / third pa rty supe rviso r / third party me diato r

zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRPONMLKJIHGFEDCBA Monitoring Matters – Financial assistance by operators • Wha t a re the d iffe re nt type s o f fina nc ia l a ssista nc e / se rvic e s o pe ra to rs a d ve rtise o r pro vid e ? • Ho w a re o pe ra to rs a d ve rtising , re pre se nting o r info rming inte nd ing re sid e nts a nd re sid e nts a b o ut the a va ila b ility o f fina nc ia l a ssista nc e / se rvic e s in the na ture o f fina nc ia l a ssista nc e ? • T o wha t e xte nt a re o pe ra to rs pro a c tive ly ra ising this with inte nd ing re sid e nts o r re sid e nts? • Wha t a re the e xpe rie nc e s o f re sid e nts who ha ve re c e ive d fina nc ia l a ssista nc e re g a rd ing ho w we ll the y und e rsta nd the fina nc ia l a ssista nc e a rra ng e me nts the y ha ve in pla c e ?

Monitoring Matters – Financial assistance by operators

The Statutory Supervisor’s role in complaints Garreth Heyns – Covenant Trustee Services Richard McLoughlin – Anchorage Trustee Services November 2019

Procedure for resolving formal complaints - Code of Practice clause 35 • Operator has 20 working days to resolve the complaint. • If the complaint is not resolved to the residents satisfaction, the complaint must be referred to the statutory supervisor. • The statutory supervisor has 20 working days: ‘ to work with the parties to provide them with an impartial perspective and to recommend a way forward ’ • < 10% of complaints are referred to the statutory supervisor. 12 out of 205 Oct 2018 – April 2019 • 25 out of 290 April 2019 – Oct 2019 •

Types of complaint referred to the statutory supervisor • Complaints we receive usually involve complex issues, or where a resident does not accept the outcome proposed by an operator, or an operator will not compromise on an issue. • Sometimes we categorise complaints as either: 1. The complaint is not actually a complaint; 2. Complaints between residents; or 3. Complaints against the operator - and whichever it is determines how we exercise our role • The statutory supervisor can only make recommendations. Our recommendation is not binding on either party.

The approach taken • Engage with the parties to understand their position, their concerns and the outcome sought. This is not always clear from the written complaint. • Generally provide a formal written recommendation as to a way forward. • Our successful involvement usually requires the willingness to compromise by the parties.

Case study 1 - Covenant • Construction of an apartment block within village: – Residents unhappy as construction site directly opposite their unit and wanting to move to another unit. – ORA and disclosure statement contained all necessary information regarding the proposed construction. – Met with resident and explained legal position. The residents considered the position unfair and were very unhappy. – Engaged with the operator to explain how the residents perceived matters. – Operator did not want an unhappy resident and although no legal obligation to do so, agreed to move the resident to another unit – Successful outcome because of the willingness to compromise by the operator.

Case study 2 - Covenant • One case we were involved in led to a Disputes Panel hearing: – Resident relocated due to remediation work required. – On completion, resident refused to move back to her unit, claiming issues with the remediation design. – Complaint was unable to be resolved to the resident's satisfaction. – Referred to statutory supervisor to work with the parties and recommend a way forward. – Unsuccessful – Resident refused to engage or meet with the statutory supervisor. – Recommendation based on engagement with the operator only.