Blue Mountains Villages was established in 1968.
CLICK HERE to read about our HISTORY.
To provide our residents – and their families – with an affordable, safe, secure, supportive self-care village that respects individual privacy, promotes choice and wellbeing and encourages community involvement.
Secure, good quality, affordable housing is a basic human right. As a not-for-profit, our original philosophy was to provide affordable housing. As we grow, we aim to maintain that value.
We encourage an environment where residents feel safe, secure and confident to enjoy our strong 'community spirit'.
We are accountable to our residents, and operate the Village in an efficient, transparent and easily accessible manner.
FREEDOM and RESPECT
We respect each other and each individual’s privacy, freedom of choice and level of involvement in our Village community.
Blue Mountains Retirement Village (BMRV) promotes a culture that values and encourages residents to raise concerns and supports the effective resolution of any complaints.
Our policy is:
Complaint: A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Blue Mountains Retirement Village.
A serious complaint is one which:
The Manager is the person to whom a complaint is assigned in the first instance.
Means employee of Blue Mountains Retirement Village, contractor or agent to Blue Mountains Retirement Village and volunteer with Blue Mountains Retirement Village services.
Directors of the Board of the Blue Mountains Retirement Village.
Could involve, but not limited to:
Are made in accordance with the specific requirements of the Protected Disclosures Act.
The Protected Disclosures Act (NSW) 1994 provides certain protection for public officials, including the Board and Blue Mountains Retirement Village employees, who make protected disclosures.
The Manager is a senior Blue Mountains Retirement Village staff member appointed by the Board. The Manager is the officer responsible for the managing and monitoring of complaints against Blue Mountains Retirement Village staff, in accordance with the Model Code of Conduct.
is the supervisor or Manager of the person whom a complaint is assigned in the first instance.
Complaint And Internal Dispute Resolution Process
1. The complaint and internal dispute resolution process must outline the following matters:
a) The types of complaints and internal disputes that are covered and not covered by the processes;
b) The resolution options available for each type of complaint and internal dispute.
2. Both processes must also:
a) Clearly explain the process, including the roles and contact details of relevant staff;
b) Include a clear and understandable visual representation of the process;
c) Outline the roles and responsibilities of relevant staff in receiving, reviewing, responding to, and resolving complaints or internal disputes;
d) Outline the steps involved in each stage of the complaints or internal dispute resolution process and the expected actions that are generally involved at each stage of the process;
e) Include information of the management and escalation of complaints, internal disputes, and the types of complaints and internal disputes that are not covered by either of the processes.
f) Include measures to ensure the privacy of residents is maintained; and,
g) Include measures for the review of organisational processes arising from the analysis of data about complaints and internal disputes and the continual monitoring of the process.
Records Of Complaints And Internal Disputes
a) Details of each complaint or internal dispute, including the name and contact details of each resident concerned, and the date of the complaint or dispute was raised;
b) Details of actions taken in response to each complaint or internal dispute, including names and contact details of any staff involved in the handling of the complaint or internal dispute, and the date the action was taken;
c) Whether the complaint or internal dispute was resolved, withdrawn, referred or escalated or another outcome was achieved; and,
d) The number of complaints or internal disputes handled each calendar year.
The records must be kept for at least 5 years.
Where Complaints Come From
Overall responsibility for this policy and its implementation lies with the manager of Blue Mountains Retirement Villages.
Blue Mountains Retirement Village will manage complaints within the requirements of:
This policy is reviewed regularly and updated as required.