Retirement Living Code of Conduct
Handling and resolving complaints
At Aveo, we proactively and respectfully manage complaints made by prospective, current and former residents of our communities. The processes and procedures that we have in place are designed to ensure that complaints are resolved in a timely manner and that outcomes are in the best interests of residents.
Living in the community
Resident wellbeing is important to us, which is why we’re focused on providing high quality facilities and services so that they can enjoy their ideal retirement. We ensure that all our staff are provided with ongoing development and training as required, and that all our communities are well-maintained and comply with relevant legislation.
Moving into the community
We are committed to ensuring all our sales and marketing material is clear, accurate and complies with relevant laws. Before prospective residents move into a community, we provide them with clear information on costs, contracts and the key services available to them as a member of that community.
Leaving the community
If a resident leaves a community for whatever reason, we respectfully and clearly communicate the moving out process with them or their representative. When it comes time to the re-sale and marketing of their Aveo unit or apartment, we pay the resident’s exit entitlement within the timeframe and in the manner set out in the resident contract and relevant laws.