President's Message
August 2025 - Year To Date - In Review
Have you completed our Budget Survey?
Snippets from the Board
Save the Date - 2025 RVRA AGM
Artificial Intelligence and us: What does it mean for village life?
How does an RVRA Zoom Village Visit Work?
Seniors Rights Service
Free Webinar
FYI - important information links
Help Support your Association - for the future
RVRA Supporters
Fellow Members,
It is that time of year again when we look towards our Annual General Meeting and the election of the whole slate of Board members for the next year. You have all the necessary information about timing, logistics and nominations for the Board meeting in this Bulletin as well as a summary of the notable activities of the year so far in review.
Having had your support and the privilege of being your President for the past three years, on behalf of the Board I wish to express my deepest gratitude to you - for your ongoing financial contributions naturally – but more importantly your loyalty and encouragement in all that we are able to do on behalf of residents in retirement villages.
While one might say that the achievements to date are somewhat significant, I would rather focus on the question of how your Association can achieve more, much more, in the year and years to come.
The answer to that question is in the hands of our members and supporters – that is in YOUR HANDS!
Why?
What are our constraints (and forgive me if this sounds familiar – because it is familiar and tiring)?
- Finances
- Yes – we have restored some stability to our balance sheet and cost structures. But this has been at the expense of having to cut out services (for example the quarterly hard copy newsletter) and reductions in administration staffing hours.
- The stability of our revenues has been very largely due to grants received from the State Government – Department of Fair Trading. I think this is significant because it demonstrates the true value of your Association representing the interests of all residents in retirement villages – whether they be lease, strata, licence or other tenure holders.
- The figures do not lie – we have had a steady loss of financial membership over the past few years, to the extent that membership revenue and donations only contribute to just over 50% of our total costs. The following indicates the factors leading to this result.
- Board members
- All Board members are
- Volunteers
- Living in retirement villages
- Of an average age approaching 80
- Themselves having limited resources, be they physical or material
- We have 12 elected positions on the Board
- Only 7 are currently occupied
- To increase financial support these Board members (ideally) need to allocate their time to
- Village visits
- Necessitating operators, village managers and residents expressing a willingness to receive a visit
- Board members spending significant travel time to attend these visits
- Running training programs for residents committees – these programs having been funded by Fair Trading necessitate that they incur a fee – which is often rejected.
- Village visits
- Other matters for Board members
- Answering enquiries relating to some 600 issues each year – necessitating significant time researching in many cases
- Running webinars
- Conducting surveys – State and Australia-wide
- All Board members are
Not to mention advocating and negotiating with Government Departments, operator lobbies, other vested interests in other areas such as Strata.
It is worth noting that the RVRA is now widely viewed as a consumer voice across all the areas of community living as shown by the request to participate in the consumer voice roundtables organised by the Commissioners for Fair Trading, Property Services and Strata.
Industry and government recognition is great!
But it is all for nothing if we do not have the financial and physical resources to capitalise on this recognition.
We need talented, experienced people to strengthen our Board so that we can be more present in villages and uplift our membership drive. We should not forget that government grants are for one year only and need to support a particular focus – they are not intended to meet our operating costs.
These people need to be motivated and have the time to devote to Board membership and extend our outreach.
These people need to be able to continue the programs and advocacy that have been established – noting that the average tenure of members of the Board is something between 2 and 3 years. Turnover is constant and the ability of the RVRA to remain as a viable voice in the community living area necessitates a sharing of vision and involvement of the Board members.
The RVRA needs YOU – as a potential Board member; as a voice to others in your villages of the advantages of membership; as an ongoing supporter!
The forthcoming AGM provides you with a window of opportunity – please seize the day!
Craig Bennett
RVRA President
The fourth Annual RVRA Budget and AMP Survey is still open, if you have not yet completed it.
It only takes the few minutes to answer the completely anonymous survey which is a valuable snapshot of finances in NSW Retirement Villages. Thank you if you have taken part or passed onto family or friends in NSW retirement villages - all participants help!
The survey closes on 8th September 2025.
Please click this link below or access from our homepage.
Direct link: RVRA Annual Budget Survey 2025
RVRA Meetings
During July members of the Board met with Fair Trading, the Retirement Living Council, the Ageing and Disability Commission and various Operators.
Members Enquiries
Board members answered 35 enquiries from members covering 54 categories in June. The largest number of calls categories were about Finance/Budgets (16), followed by Management (15).
In the first six months of this year we answered 213 calls from our members, slightly down on last year over the same time period. The categories covered in the 6 months of 2025 reflected the usual pattern, Finance and Budgets (89) followed by Management (82), Legal/Legislative (64) and Residents Committees (50).
Remember to contact Cathy, our Calls Operator with your enquiry in the first instance on 1300 787 213 (option 1), or by emailing calls@rvra.org.au. We will try to get a Board member back to you as fast as possible but do be patient.
Village Visits
Village visits are an important part of the RVRA’s Outreach program performing an important role in the RVRA’s interaction with its members, non-members and Village management. Ten village visits have been conducted in the first six months of 2025, but these were mainly to villages within half a day’s travel of the nearest Board member. See the article this month on Zoom Visits which might be ideal for other villages requesting a visit from further afield.
If you wish your village to be included in the Village Visit schedule, please contact Cathy on 1300 787 213 (option 1) if you have not already done so.
RVRA Annual General Meeting
Please note Save the Date below. A notice calling for nominations for the 2025/26 RVRA Board positions will be emailed to you soon and is available for members on the RVRA website.
Artificial Intelligence or “AI” as it is commonly referred to, has very quickly transformed from a futuristic concept to an everyday reality and, thinking especially in terms of our fellow village residents, there are both significant advantages and disadvantages to bear in mind when using it.
AI’s main strength is its ability to automate repetitive tasks, thus freeing up resources for more creative focused work. It can process huge amounts of data quickly, recognizing patterns and trends which could easily escape the human eye. Because of this ability it can be instructed, via computer command, to present the collected data in many forms, such as answers to questions put to it, statistical information and even music composition and the writing of appropriate letters and essays.
Further advantages are the fact that it is on duty 24/7, offers a consistency of service, can handle multiple inquiries simultaneously and, because of the way in which it is able to tap into the infinite amount of information on the web, it actually “learns” and “broadens it knowledge” the more it is used in different areas.
Before coming to the important area of AI’s significance for our aging community, it would be well to point out several concerns associated with its use so that problems can be avoided. Privacy and data security remain key worries, as AI requires a great deal of personal information to function effectively. It is also easy to become over dependent on its use and lose a degree of independent thinking. Further, it can sometimes perpetuate biases in different areas of enquiry, also presenting wrong information where the bases it’s working from contain untested statements or do not contain sufficient detail.
However, for older adults, there are several AI components which address many age-related challenges. Voice-activated assistants (like Alexa or Google Home) can help those with mobility issues perform many tasks such as lighting, temperature, and entertainment control, without needing to move. Multiple medical devices are available which remind us to take medication, reducing the risk of missed doses. With appropriately installed devices, AI can also monitor falls, note unusual movement patterns and flag changes in daily routine that could indicate a health emergency. Wearable devices which monitor heart, sleep and activity levels can also be used to alert family members or healthcare providers when needed.
Social isolation is an area which has also been targeted by the use of video calling or screen-based conversations to help stay in touch with family and friends. For those suffering cognitive decline, AI can be used to remember personal and family details. It can also be called upon to choose and play music, read books aloud or to engage in computerized games that assist with mental stimulation.
The huge footprint of AI’s operation in all our lives is already here and functioning and, in fact, many organizations are already using it knowingly or not. However, those in charge should be mindful to maintain core values and mission objectives. Proper AI utilization requires understanding both its capabilities and limitations and there must always be human oversight in those areas requiring empathy and/or ethical judgement. As this technology continues to grow, it’s important that those using it – especially in aged care and retirement settings – do so in ways that protect our privacy, support our independence, and never lose sight of the importance of human connection and care.
Len Mahemoff OAM
RVRA Board Member
The RVRA offers village visits in two ways – face-to-face and via zoom. We have been offering zoom village visits for the past 18 months at no cost, while travel costs (and sometimes accommodation) are charged for a face-to-face visit. To date very few villages are taking up the zoom alternative.
The RVRA village visits cover topics of interest to a particular village such as the setting up of a Residents Committee or issues affecting the village, as well as discussing the benefits of RVRA membership. Our Board members present information using a PowerPoint presentation and answer residents’ questions.
Village visits expand the RVRA’s interaction with its members, non-members and Village management. If conducted face-to-face, a visit requires travel, which the village pays for at standard ATO rates. Each visit requires one or sometimes two Board members’ participation and often involves a whole day or a half day’s travel and, in regional areas, overnight accommodation. Even within the Sydney metropolitan area it can take over an hour to get to a village through urban traffic.
Added to this is the reality that the RVRA Board is composed entirely of volunteers who live in retirement villages and who are beset with the usual challenges that come with age. Each village visits takes a toll on us physically.
In the first six months of 2025 we have managed just 10 village visits, mostly to villages within half a day’s travel. There is a visit waiting list, and in many cases both cost and distance suggest a zoom meeting would be an ideal solution.
So why is there little to no interest in this form of meeting? We often hear that residents are “too old” for Zoom—that it feels complicated or intimidating, despite many using video calls during COVID or to connect with family. In reality, Zoom meetings are simple when supported by a manager or tech-savvy resident, especially if held in a shared space such as a meeting room or theatre.
The village visit is ideally suited to a zoom meeting. The presenter provides a commentary for a Power Point presentation and answers questions from the audience which can be managed using the chat function. Everyone can participate without leaving home—or the village
So what are the steps taken to book and host a zoom village visit? It’s as simple as A, B, C...
Step A: Booking the Meeting
- Contact us via phone or email:
- 1300 787 213 (Option 1)
- calls@rvra.org.au
- We’ll send you an RVRA Village Zoom Meeting Pre-Meeting Form to complete. This form asks for:
- Village details
- Contact organiser at your end
- Preferred dates
- Once we receive the completed form, we’ll:
- Assign Board presenters
- Confirm the date and time with you
- Your organiser promotes the meeting via notices, email, or your village newsletter.
Step B: Setting Up the Zoom Meeting
Choose from three scenarios:
- Single Venue: Residents gather in a meeting room/theatre. RVRA works with your nominated tech contact to ensure smooth connection.
- Multiple Screens: Residents join individually from their own devices. Organiser provides participant emails for link distribution.
- Hybrid: A mix of both—some residents in a common area, others from home.
Step C: Running the Zoom Meeting
- In single-venue setups, the organiser submits questions via chat on the shared screen.
- In multiple-screen setups, participants type questions directly into the chat.
- Presentation and Q&A proceed exactly as in a face-to-face session—without the travel costs or scheduling challenges.
That’s it! A simple, cost-free way to connect your village with the RVRA.
Why doesn’t your village give it a try?
Diane Hart
Chair, Education Centre
RVRA Board member
We regularly advise our RVRA members with legal enquiries to contact the Seniors Rights Service. This is an organisation dedicated to protecting and promoting the rights of older people and who provide specialised advice and support including free and confidential legal advice to residents of retirement villages.
Their services include advocacy, support to help residents navigate conflicts and resolve disputes within the village, and legal advice covering issues such as those relating to residents rights and obligations under retirement village laws and regulations.
Download their Retirement Village Fact Sheet for more information on their services.
https://seniorsrightsservice.org.au/wp-content/uploads/2022/05/RetirementVillageLiving-w.pdf
The Seniors Rights Service’s educational resources including a range of videos, brochures and fact sheets on various aspects of living in a retirement village. Seniors Rights Service can also come to your village and deliver an education session in person.
Contact the Seniors Rights Service on https://seniorsrightsservice.org.au/, or telephone 02 9281 3600.
SRS Case study – Peter
Peter lived in a retirement village for three years before moving into a Residential Age Care Facility (RACF). Upon vacating the premises, an outgoing inspection was conducted which noted no issues with the condition of the premises. New residents moved in soon after and were happy with the condition of the premises.
Peter contacted Seniors Rights Service three months after vacating the retirement village in a very distressed state, stating that he had not received the $280,000 owed to him by the Operator following the re-sale of his premises and that he needed this money to pay his RACF fees. Additionally, the Operator sought to withhold an additional $8,000 for part of the departure fee, repainting the premises and replacing the outside awnings. The Operator refused to refund any money owed to Peter until all outstanding liabilities were determined. Despite our service making it clear to the Operator that their additional charges were refurbishments costs and not payable by Peter, the Operator continued to insist that they were entitled to withhold the $280,000 until the $8,000 was paid.
The Operator refused to negotiate with Seniors Rights Service, which resulted in Seniors Rights Service filing an application in NCAT to resolve the matter. Once the NCAT application was filed, the Operator paid Peter all money owed except for the disputed $8,000 enabling Peter to secure his new home at the RACF.
With continued advocacy by Seniors Rights Service, the Operator agreed to refund the remaining money held and no longer pursue the cost for repainting and replacement of the awning. The only cost that the Operator sought was $535 in adjusted departure fee calculations which Peter agreed to pay.
Peter was happy that Seniors Rights Service were able to resolve his matter before the NCAT hearing.
Ken Beilby (he/him)
Principal Solicitor, Manager Legal Services
Have your experiences of ageism heard.
You're invited to an online webinar on the challenges facing vulnerable Australians, including unique pressures experienced by women, older individuals, and those with mental health concerns.
Hear directly from leading experts at Jean Hailes, COTA Australia, and Beyond Blue.
Wed August 20 | 11:30am-12:15pm AEST
Online via Zoom - Register for this FREE webinar HERE.
Dark patterns: tricks to make you spend more online
Dark patterns are tactics websites or apps use to nudge, manipulate or trick you into spending more money than you’d planned or providing personal data that’s not needed.
This page describes common dark patterns you will encounter online, so you can identify and avoid them when shopping online.
https://www.nsw.gov.au/departments-and-agencies/fair-trading/dark-patterns
Free online safety presentations
Topic schedule - August
Discover how to use technology with confidence and keep safer online, in an easy-to-understand format with our knowledgeable and friendly presenters.
- 14 Can you spot a scam?
- 21 Technology and your health
- 27 Protect yourself against scams
Help Us Keep Advocating for Fairness in Retirement Villages
Thank you for being a valued member of the Retirement Village Residents Association (RVRA) - or for considering membership. Our members' support has helped us continue advocating for fair treatment, stronger protections, and better representation for residents across New South Wales.
As you know, while most retirement village operators do the right thing, there are still many cases where residents are left vulnerable—facing unfair fees, poor communication, or inadequate dispute resolution.
With limited government resources and many competing priorities, retirement village concerns are often pushed to the side.
That’s why we are requesting your help.
A donation to the RVRA will directly support our work, including:
- Advocating for legislative reform
- Providing information and advice to residents
- Engaging with government and village operators
- Giving residents a stronger collective voice
You can donate online (either direct through our website or using GiveNow) at:
👉 https://www.rvra.org.au/donate
Every donation—no matter the size—helps us remain independent, effective, and committed to protecting the rights of all residents.
Thank you again for being part of this important association. Together, we can ensure retirement villages remain places of safety, fairness, and respect.
So, to give us a more sustainable future: https://www.rvra.org.au/donate
On behalf of the RVRA Board - thank you for your support.
Kind regards
Craig Bennett
RVRA President
The RVRA appreciates the support of the following professional services organisations.
To become a Supporter of the RVRA, contact us.