Sch 3Rules of conduct for operators

Schedule 3 — Rules of conduct for operators

Division 1 — Standards of conduct

1.Operators must demonstrate compliance with relevant laws71

2.Operators must have regard to best interests of residents71

3.Operators must exercise skill, care and diligence72

4.Operators must act with honesty, fairness and professionalism72

5.Operator must respect residents’ rights to privacy, quiet enjoyment and autonomy72

6.Operators must not harass, threaten or intimidate residents73

7.Operator must respond to residents’ enquiries73

8.Operators must not disclose confidential information about residents or prospective residents73

9.Operators must prepare strategy for preventing elder abuse74

10.Operators must provide information to external selling agents on request75

11.Operators must consult residents and consider resident feedback75

Division 2 — Avoiding conflicts of interest

12.Operators must avoid conflicts of interest76

13.Operators must disclose conflicts of interest77

14.Operators must keep records of conflicts of interest77

15.Operators must provide residents and prospective residents with access to records of conflicts of interest78

Division 3 — Advertising and promotion of retirement villages

16.General78

17.Retirement village developments78

18.Proposed services and amenities79

19.Approvals for residential care homes79

20.Access to residential care homes79

21.Advertising or marketing of retirement villages80

Division 4 — Training and competencies

22.Operators must prepare and implement policies and procedures for training and competencies81

23.Policies and procedures for training and competencies must include certain information81

24.Operators must ensure staff are trained in complaint handling and internal dispute resolution82

25.Operators must keep records of staff training and professional development83

26.Operators must monitor staff compliance with policies and procedures83

27.Operators must ensure managers and other staff have appropriate competencies and training83