Review of dispute resolution processes in retirement villages and residential parks

We are reviewing dispute resolution processes to improve Queenslanders’ access to:

• pre-contractual advice about residential (manufactured home) parks and retirement villages
• timely and consistent decision-making to help resolve housing issues and disputes.

This is part of our commitment in the Queensland Housing and Homelessness Action Plan 2021–2025.

We have engaged researchers to conduct surveys and interviews with residents, home owners, park owners and operators/managers. This will help us identify issues and develop suitable options for reducing the likelihood of disputes arising and improving the way they are resolved.

The areas for review include:

• seeking pre-contractual legal and financial advice before entering a residential park or retirement village
• accessing the dispute resolution process
• identifying the strengths and weaknesses of the dispute resolution process
• receiving timely and consistent decision-making to help resolve issues and disputes.

What we know already

We have already analysed some data about disputes and consulted with organisations that represent residents, home owners, residential park owners and retirement village operators.

This has provided information about:

• the types of disputes that can occur
• what works well in resolving or preventing disputes
• the barriers to good dispute resolution
• the role of effective advice in preventing some disputes.

It also identified concerns about the dispute resolution process, including:

• length and complexity
• stress on participants
• costs and effectiveness
• accessibility of knowledgeable pre-contractual legal and financial advice.

This feedback will be combined with the survey and interview results to identify options to optimise access to pre-contractual advice and improve dispute resolution in Queensland retirement villages and residential parks, for consideration by the Queensland Government.

More information

For information about the review, please contact our Legislation and Reform team at dispute.resolution@housing.qld.gov.au.