Transparency Statement

Transparency Statement for Information Collection


Under the Retirement Villages Act 2003 and the Retirement Villages Code of Practice (as varied in 2017) the Commission for Financial Capability (CFFC) collects certain information. This information is gathered and used for the purposes of monitoring New Zealand’s retirement villages sector.

At all times, CFFC takes care to exercise our information gathering powers lawfully and appropriately, and meet our obligations under the Privacy Act 1993, the State Services Commission Code of Conduct, and relevant CFFC policies and procedures.

Monitoring information

Since 1 April 2017 the Commissioner receives six-monthly reports from operators of all registered retirement villages about any formal complaints they have received in the preceding six-month period. CFFC requires each retirement village operator to:

  • Report the number of formal complaints during the six-month period
  • Provide the classification, resolution rate and information about the outcome
  • Report how many formal complaints were referred to either a statutory supervisor or mediator.

The Commissioner uses this information to monitor trends and any identify any issues in the industry and to inform the Minister. CFFC publishes a public summary of the information received but does not publish the identity of any complainant or village involved in a complaint.

CFFC may also collect information under Section 36 of the Retirement Villages Act 2003. This gives CFFC the power to ask questions of retirement village operators, and seek information from them, and allows operators 20 business days to respond. CFFC collects such information from time to time as part of performing its functions under the Act. In doing so, CFFC considers core principles including public interest, proportionality, consistency, transparency and fairness.

Contact us

CFFC is committed to the highest standards of public service. If you think we are not meeting this standard, whether in relation to our monitoring functions or other aspects of our work, please get in touch. For information regarding how to make a complaint about CFFC’s information gathering activities, please email office@cffc.org.nz.