Dispute Resolution Procedure

The Breeze Point Lonsdale is committed to handling resident concerns and disputes fairly, in line with the Retirement Villages Act 1986 (Vic). This procedure sets out how matters are raised, acknowledged and resolved.

A signed copy of the latest version is also available to download as a PDF (Revision 1, May 2026).

1. Purpose

The purpose of this procedure is to provide a clear, fair and timely process for resolving concerns or disputes raised by residents or the Operator in relation to the operation of the village.

2. Scope

This procedure applies to disputes relating to village operations, maintenance, fees, contracts, behaviour and use of facilities. It does not apply to personal care or health services.

3. Guiding Principles

Disputes will be managed with fairness, confidentiality, timely communication and good faith participation.

4. Informal Resolution

Residents should first raise concerns with the Village Manager. Issues will be acknowledged within 2 to 3 business days.

5. Formal Complaint

If a concern remains unresolved, residents may submit a complaint in writing. The Operator will acknowledge the complaint within 5 days of receipt and respond within 10 to 15 days.

6. Internal Review

If a resident remains unsatisfied with the formal response, they may request escalation to Stuart Moore, Chief Executive Officer, Sencia, for review.

7. External Resolution

If a dispute is not resolved through our internal procedures, residents may apply for conciliation via the Retirement Villages Conciliation Scheme.

Residents may also contact Consumer Affairs Victoria for information and assistance by visiting consumer.vic.gov.au or calling 1300 558 181.

8. Record Keeping

All complaints and outcomes will be recorded in accordance with privacy obligations.

9. Continuous Improvement

The Operator will periodically review complaint records to identify trends and improve operations.

Revision 1, dated 11 May 2026.