❓ WA Parliamentary Question on Notice regarding inquiries and complaints related to retirement villages received by the Department of Consumer Protection (later DMIRS) during 2017-2018. The question seeks detailed data on inquiry/complaint volume, handling processes, staffing, timelines, outcomes, and stakeholder consultation regarding reform implementation.
AnsweredQoN 1682Legislative Council
Asked
9 October 2018
Member
Portfolio
Mines and Petroleum; Commerce and Industrial Relations; Electoral Affairs; Asian Engagement
QuestionView source ↗
I refer to inquiries and/or complaints made to the Department of Consumer Protection in relation to retirement villages, and I ask: (a) how many inquiries were received by the department during the 2017-2018 financial year; (b) how is the information contained in an inquiry recorded; (c) what is the process for escalating an inquiry about a retirement village into a complaint investigation; (d) how many complaints were investigated during 2017-2018; (e) for each of the years 2010 to 2018, how many FTE officers have been assigned to monitoring compliance; (f) what was the minimum time from receiving a complaint to initiating an investigation in 2017-2018; (g) what is the maximum time from receiving a complaint to initiating an investigation in 2017-2018; (h) how many complaints received during 2017-2018 were finalised; (i) how many of the complaints investigated during 2017-2018 resulted in disciplinary action against the management or owners of a retirement village; (j) how many complaints and/or inquiries received in 2017-2018 relate to contract terms; (k) how many complaints and/or inquiries received in 2017-2018 relate to deferred facilities or management fees; (l) what is the break-down of the number of other complaints and/or inquiries received in 2017-2018 by identified categories; and (m) what consultation with external stakeholders has the department undertaken on implementing the outstanding reforms identified during the Statutory Review since May 2017 until September 2018?
AnswerView source ↗
Answered
6 November 2018
Responded by
Minister for Regional Development representing the Minister for Mines and Petroleum; Commerce and Industrial Relations; Electoral Affairs; Asian Engagement
Response time
9 days
The question’s reference to the Department of Consumer Protection is incorrect. Consumer Protection was subsumed into the Department of Commerce before the Machinery of Government changes subsumed it into the Department of Mines, Industry Regulation and Safety in 2017.
( Where relevant, all figures are for 2017-18 Financial Year )
Complaints 2017-2018:
Main Issue
Count of Complaint
Facilities / maintenance
13
Financial obligations
4
General
7
Management / governance
10
Enquiries 2017-2018:
Main Issue
Count of Complaint
Facilities / maintenance
30
Financial obligations
11
Follow up from caller
28
General
189
Lodging complaint
7
Management / governance
53
No response from Trader
1
Quiet enjoyment
3
m. Between May 2017 and September 2018, Consumer Protection met with a range of external stakeholders about the outstanding reforms and new issues that have emerged since the first round of reforms were completed. This has included meetings and presentations with prospective, former and current residents of retirement villages; village operators; and the peak bodies representing each of these stakeholder groups. Peak bodies include the Western Australian Retirement Villages Residents Association; the Property Council of Australia (Retirement Living Council); and Aged and Community Services Australia.
( Where relevant, all figures are for 2017-18 Financial Year )
Complaints 2017-2018:
Main Issue
Count of Complaint
Facilities / maintenance
13
Financial obligations
4
General
7
Management / governance
10
Enquiries 2017-2018:
Main Issue
Count of Complaint
Facilities / maintenance
30
Financial obligations
11
Follow up from caller
28
General
189
Lodging complaint
7
Management / governance
53
No response from Trader
1
Quiet enjoyment
3
m. Between May 2017 and September 2018, Consumer Protection met with a range of external stakeholders about the outstanding reforms and new issues that have emerged since the first round of reforms were completed. This has included meetings and presentations with prospective, former and current residents of retirement villages; village operators; and the peak bodies representing each of these stakeholder groups. Peak bodies include the Western Australian Retirement Villages Residents Association; the Property Council of Australia (Retirement Living Council); and Aged and Community Services Australia.
Explore WA Government Data
Search the full archive in the free dashboard, or query programmatically via API.
Explore more
Government Gazette
Appointments, regulatory notices, planning changes.
Hansard
Debates, questions, speeches and sentiment.
Tabled Papers
Reports and documents tabled in Parliament.
Committees
Committee profiles and recent reports.
Regulations
Subsidiary legislation with filters and summaries.
Bills
Proposed laws and parliamentary progress.
Acts
Current WA legislation and summaries.
Explanatory Memoranda
Bills with EMs (text/PDF) available.
Members
MP profiles, party breakdown and rankings.
Pollie Rankings
Data-driven rankings across 19 categories.
Amendment Chains
Track how schemes and regulations evolve over time.