Village Policies
Pre-Sale
Safety
Policy Aim
To ensure that the physical environment of The Sterling, Kaiapoi enhances the safety and well-being of Residents and Staff.
Policy
1. Resident Responsibility
• Residents are responsible for securing their private property. The Sterling, Kaiapoi encourages all Residents to take necessary precautions to protect their belongings.
2. Compliance with Legislation
• All buildings at The Sterling, Kaiapoi will be constructed, maintained, and renovated in compliance with relevant legislation, including the Building Act 2004, Building Code, and local authority regulations.
3. Design Considerations
• Building designs and fit outs will be specifically tailored to accommodate the needs of individuals aged 65 years and over, ensuring usability and accessibility.
4. Lighting
• Adequate lighting, both interior and exterior, will be installed to enhance safety for all Residents, ensuring visibility in all areas of the property.
5. Safety Features
• All units will be equipped with monitored smoke alarms to ensure the safety of Residents. Regular checks will be conducted to ensure their functionality.
6. Landscaping and Pathways
• Landscaping and paving will feature gentle gradients, appropriate materials, and plantings that are set back from paths to provide safe passage for Residents.
7. Maintenance Procedures
• Maintenance of buildings and grounds will be conducted following The Sterling, Kaiapoi’s Property Policies to minimize hazards, including isolating areas when necessary to ensure Resident safety.
8. Accessibility
• Common buildings, such as the Clubhouse and administration areas, will be designed to include wheelchair access and facilities to accommodate users with hearing or sight impairments.
9. Signage and Navigation
• Buildings and walkways will be clearly labeled and constructed to assist individuals with profound physical impairments, including those with vision or hearing loss.
10. Accident and Hazard Reporting
• All accidents, incidents, or hazards must be reported promptly to a Staff Member. Such matters will be managed in accordance with The Sterling, Kaiapoi’s Accident and Incident and Hazard Reporting Policies.
Personal Security Policy
Aim
To ensure that all Residents feel safe and secure with their possessions within The Sterling, Kaiapoi.
Policy
1. Intergenerational Model and Community Integration
• The physical layout of The Sterling, Kaiapoi promotes an intergenerational model, integrating Village life with the wider community.
2. Security Measures
• The Sterling, Kaiapoi is equipped with external security lighting and engages qualified security providers for regular patrols throughout the premises.
• Security cameras operate continuously, 24 hours a day, 7 days a week, to monitor activities within The Sterling, Kaiapoi.
• Once the Care Home is constructed, staff will be on-site 24/7 to enhance safety and support for Residents.
3. Building Access Control
• All buildings are fitted with appropriate door and window hardware to minimize unauthorized access.
4. Out-of-Hours Security Patrols
• The Sterling, Kaiapoi contracts qualified security providers for regular out-of-hours patrols to ensure Resident safety during the night.
5. Safe Passage
• Exterior lighting is designed to provide safe passage for Residents during evening hours, ensuring well-lit walkways and communal areas.
6. Regular Security Reviews
• Security measures are regularly reviewed to ensure that the safety and security of Residents are maintained and not compromised.
7. Advanced Technology for Safety
• The Sterling, Kaiapoi utilises advanced technology that allows Residents to signal any issues related to their personal safety or the safety of others promptly.
Complaints
Policy Aim
The aim of this policy is to provide a structured, resident-centric, objective, and fair process for resolving complaints quickly and cost-effectively at The Sterling, Kaiapoi. We are committed to high service standards, and we acknowledge all complaints as part of our continuous improvement efforts. Throughout the complaints process, we ensure that all residents are treated with dignity and respect.
Purpose
Residents may choose to raise their issue as an informal or formal complaint, per the Retirement Villages Act, or address the matter informally if preferred.
Scope
This policy applies to all complaints raised by residents concerning The Sterling, Kaiapoi its staff, other residents, or any other matter that the resident wishes to bring to our attention.
An outline of the complaint’s procedure is provided in a flow-chart in Schedule 1.
Policy
1. Formal Complaints and Resident Disputes
• Formal complaints may be given:
• Directly to the Village General Manager during business hours (9am to 4pm Monday to Friday)
• In writing
• Using a service improvement form
• Verbally, clearly identified as a formal complaint or resident dispute
2. Residents may seek advice from:
• The Statutory Supervisor
• The Registrar of Retirement Villages
• The Retirement Commissioner
External Complaints Mechanisms
• Information on lodging external complaints is detailed in your Occupational Rights Agreement (ORA).
• Residents in care facilities can also seek assistance from the Ministry of Health.
• Disability service complaints can be directed to the Disability Rights Commissioner.
Procedure
The procedure for dealing with complaints is detailed in the “Complaint/Dispute Resolution Policy,” available from the Administration Office and on Lumin.
Residents' Rights
All residents have the following rights under the Code of Residents’ Rights:
• To raise complaints and receive a response within a reasonable time (Right 4).
• To a speedy and efficient dispute resolution process (Right 5).
• To have a support person represent them (Right 6).
• To be treated with courtesy and respect throughout the complaints process (Right 7).
We will treat residents with dignity and respect when handling complaints and will not treat any complainant differently based on the submission of a complaint. Residents may also directly contact the Statutory Supervisor, Retirement Commissioner, or the Registrar of Retirement Villages at any time, without limiting their right to make a formal complaint.
Issues or Concerns
Residents are encouraged to raise concerns informally before escalating to a formal complaint. All issues or concerns will be managed as per this policy.
Anonymous issues or concerns will be considered, but they cannot be addressed through the formal complaints process. However, any resulting policy changes will be communicated to all residents.
Formal Complaints Resolution Procedure
When submitting a formal complaint:
• The complaint must be provided in writing, signed, and dated.
• The Village General Manager or Operator will acknowledge receipt of the complaint within 5 working days.
• We aim to resolve the complaint within 20 working days. If this timeline is not met, residents will be regularly updated on progress.
If the complaint is not resolved within 20 working days, it will be referred to the Statutory Supervisor for an impartial review and mediation may be offered with an independent mediator, per the Retirement Commissioner’s guidelines.
Unresolved Formal Complaints
If the complaint remains unresolved, residents may issue a Dispute Notice under the Retirement Villages Act 2003. This notice must be issued within 6 months of the formal complaint being lodged. Certain complaints related to occupation rights, service charges, and Code breaches can be referred to a disputes panel for resolution.
Complaints about health and disability services are outside the scope of this policy and may be referred to the Health and Disability Commissioner.
Recording Resolution
Once a formal complaint is resolved, the resolution will be documented, outlining actions to be taken, responsibilities, and completion times. A copy of the signed resolution will be provided to all parties involved. For more detailed guidance,
Flowchart of Residents Complaint/Dispute
Contact
Details
Village General Manager
Name: Suzi Cadigan
Office hours: Mon – Fri from 9am – 4pm
Cell Phone: 027 546 3124
Email: suzi@thesterling.co.nz
Operator's Contact Person for Complaints
Name: Alan Edwards (Director)
Office hours: Thurs/Fri from 11am - 3pm
Cell Phone: 021 809 030
Email: alan@thesterling.co.nz
Residents' Committee
Contact Person: David Beer, Chairperson
Phone: 021 024 09163
Email: d.beer1308@gmail.com
Statutory Supervisor
Name: Anchorage Trustee Services Limited
Phone: (03) 366 6713
Email: b.mccormick@anchoragetrustees.co.nz
Address: Duncan Cotterill Plaza, 148 Victoria Street, Christchurch; PO Box 5, Christchurch 8140
Registrar of Retirement Villages
Website: www.companiesoffice.govt.nz
Phone: 0508 266 726
Phone: (03) 962 2602
Address: Registrar of Retirement Villages, Northern Business Centre, Private Bag 92061, Auckland Mail Centre, Auckland 1143
Te Ara Ahunga Ora Retirement Commissioner
Free Phone: 0800 268 269
Phone: 09 356 0052
Email: rv@retirement.govt.nz
Address: Level 15, 19 Victoria Street, Auckland Central, 1010
Postal Address: PO Box 106-056, Auckland City 1143
Retirement Villages Association
Phone: (04) 499-7090
Email: info@retirementvillages.org.nz
Address: Level 11, Petherick Tower, 38 - 42 Waring Taylor St, Wellington 6011
Postal Address: PO Box 25-022, Featherston Street, Wellington 6146
Agencies which may offer Advocacy Services
Age Concern
Website: www.ageconcern.org.nz follow links – New Zealand
Free Phone: 0800 65 2 105
Email: national.office@ageconcern.org.nz
Address: National Office, Level 1, Sharp House, 779 Taranaki Street, Te Aro, Wellington 6011
Postal Address: PO Box 10-688, Featherston Street, Wellington 6143
Citizens Advice Bureau
Website: www.cab.org.nz
Phone: 0800 367 222
Email: admin@cab.org.nz
Address: National Office, Level 1, Sharp House, 779 Taranaki Street, Te Aro, Wellington 6011
Postal Address: National Office, PO Box 9777, Wellington
If the complaint concerns health or disability services we are providing you may also contact the following:
Nationwide Health and Disability Advocacy Service
Website: www.advocacy.org.nz
Phone: 0800 555 050
Email: advocacy@advocacy.org.nz
Health and Disability Commissioner
Website: www.hdc.org.nz
Email: hdc@hdc.org.nz
Postal Address: Health and Disability Commissioner, PO Box 1791, Auckland 1140
Fax: (09) 373 1061
Code of Residents’ Rights
The Code of Residents’ Rights - Basic Rights of Residents
This is a summary of the basic rights given to you by the Retirement Villages Act 2003.
Services & Other Benefits
You have the right to services and other benefits promised to you in your occupation right agreement.
Information
You have the right to information relating to any matters affecting or likely to affect the terms or conditions of your residency.
Consultation
You have the right to be consulted by the Operator about any proposed changes in the services and benefits provided or the charges that you pay that will or might have material impact on your:
a) Occupancy; or
b) Ability to pay for the services and benefits provided
Right to Complain
You have the right to complain to the Operator and to receive a response within a reasonable time.
Dispute
You have the right to a speedy and efficient process for resolving disputes between you and the Operator or between you and other Residents of the Village
Use Of Support Person or Representative
You have the right, in your dealings with the Operator or other Residents of the Village, to involve a support person or a person to represent you. The cost of involving a support person or person to represent you must be met by you.
Right to be Treated With Courtesy & Have Rights Respected
You have the right to be treated with courtesy and have your rights respected by the Operator, the people who work at the Village and the people who provide service at the Village.
Right Not to be Exploited
You have the right to not be exploited by the Operator, the people who work at the Village and the people who provide services at the Village.
Fire Protection and Emergency Management Policy
Aim
The Sterling, Kaiapoi is committed to protecting its employees, residents, and facilities from the effects of fire, emergencies, or disasters. Where protection is not possible, we aim to minimize these effects and reinstate any damaged property as quickly and efficiently as possible, with minimal disruption to residents and staff.
Standard
The main objective is to prevent or reduce loss of life, injury, and property damage. Normal operations will be re-established as quickly as practicable.
Staff: All staff undergo comprehensive training in Fire Protection and Emergency Management when they commence employment. Ongoing competency is maintained through regular training exercises.
Residents: All residents receive orientation on fire and emergency procedures, with regular updates and feedback provided.
Monitored smoke alarms are installed in all residential units, community facilities, and indoor areas. These comply with the NZ Fire Service Evacuation Scheme and Building Warrant of Fitness. This policy adheres to all statutory requirements.
Where feasible, The Sterling, Kaiapoi will assist the external community in emergencies.
Definitions
Staff
Includes all paid or unpaid individuals performing routine services, including managers, employees, and contractors.
Emergency Services
Refers to Police, Fire Service, and Ambulance Service.
IN THE IMMEDIATE EVENT OF A FIRE OR OTHER EMERGENCY – REFER TO THE EMERGENCY MANAGEMENT PLAN
Applicable Documents
• Fire and Evacuation Notice
• Resident Information Folder
• Telephone Tree Guidelines
• Emergency Contacts List
• Assistance Register for People with Disabilities
• Emergency Equipment Checklist
• Hazardous Substances Register
• Notice of Trial Evacuation
• Notification of Conducted Trial Evacuation
• New Employee and Resident Orientation Checklists
• Managing Risk of Infectious Disease Policy
• Workplace Health Policies
• Emergency Management Plan
1.
Fire Protection Policy Policy
The Sterling, Kaiapoi complies with all relevant legislation, building codes, and local authority regulations regarding fire protection. All residential units, care rooms, and other buildings will be equipped with at least one NZ Fire Service-approved smoke alarm, with additional alarms fitted where required by law.
New or altered buildings will involve consultation with the NZ Fire Service regarding fire protection. Evacuation plans will be in place where required, and compliance schedules will be strictly adhered to.
Residential units have monitored smoke alarms connected to Tunstall, an emergency monitoring company, which will trigger a staff response upon activation. All fire alarms and detection systems will be maintained according to manufacturer guidelines, compliance schedules, or NZ Fire Service recommendations.
Action
Refer to the Emergency Management Plan for procedures in the event of fire.
Emergency Management Policy
Policy
Residents are responsible for their own emergency management but have access to a 24/7 emergency call system. If an emergency occurs (health, safety, or fire), residents contact emergency services by pressing the emergency call button or calling 111.
Civil defence emergencies (floods, earthquakes, etc.) are managed by the Waimakariri District Council. Residents are encouraged to maintain emergency supplies, including food and water, to last at least five days. The Sterling, Kaiapoi will assist with the Emergency Management Plan but expects external aid after this period.
A printed copy of the Occupants Emergency Handbook is available in the Resident Information Folder and on Lumin.
Emergency Management Procedure
This procedure is activated if the Waimakariri District Council or Canterbury Regional Council declares a Civil Defence Emergency, or if a single event affects two or more units. The most senior staff member on-site will manage the emergency response.
Residents must follow the Waimakariri District Council Emergency Actions Checklist, provided in the New Resident Information Folder. Staff with supervisory responsibility must be familiar with the Waimakariri Community Response Plan and The Sterling, Kaiapoi’s Emergency Management Plan.
If necessary, residents should evacuate to the Clubhouse or designated Emergency Assembly Area, bringing sufficient supplies for at least three days.
3.
Damaged Property Reinstatement Policy
Policy
The Sterling, Kaiapoi maintains comprehensive building replacement insurance for all its properties. If property damage occurs, The Sterling, Kaiapoi will collaborate with the insurance company to reinstate the property as quickly as possible.
If a resident’s property becomes uninhabitable, alternative accommodation will be provided, which may be outside The Sterling, Kaiapoi until the property is safe to occupy again. Residents are responsible for insuring their own possessions.
If damage to The Sterling, Kaiapoi property is caused by a resident or their visitor, the resident will be responsible for any insurance excess or other costs incurred.
Recruitment of Staff Policy
Purpose
a) To establish protocols ensuring that the most suitable candidates are appointed to vacant positions within The Sterling, Kaiapoi.
b) All staff selection at The Sterling, Kaiapoi will be conducted in a fair and equitable manner, adhering to the Human Rights Act 1993 and the Employment Relations Act 2000.
Policy
The Sterling, Kaiapoi, will ensure recruitment procedures are designed to appoint the most suitable applicants. While existing staff may apply for any position, they are not automatically entitled to be offered vacant roles. All applicants, both internal and external, will be assessed equally against the same criteria.
Key recruitment principles include:
1. All applicants will be treated with respect and fairness.
2. Job vacancies will be advertised at a minimum internally.
3. All applications will be handled with confidentiality.
4. A panel of at least two members will conduct interviews for all suitable candidates.
5. Applicants deemed appropriate for the role will undergo two referee checks.
6. A New Zealand Police Vetting check is required before employment begins.
7. Information about the KiwiSaver Scheme will be provided to all applicants.
8. The successful candidate will be selected based on qualifications and alignment with The Sterling, Kaiapoi’s core values.
9. First Aid training, where essential to the role, will be provided and funded by The Sterling, Kaiapoi.
10. Staff will be oriented to relevant aspects of the Retirement Villages Act 2003.
11. New staff will be introduced to residents in the monthly newsletter, including their role, skills, qualifications, and assigned location.
12. Upon resignation, employees will complete an exit interview and return their uniforms and badges to their supervisor.
Procedure
1. Assessment of Staffing Needs:
Heads of Department must evaluate the Village’s overall needs, including training, experience, and diversity considerations, to ensure optimal service delivery.
2. Advertising Vacancies:
All vacant positions will be advertised unless the Village General Manager grants a waiver, which may occur if it is in the Village’s interest to allocate additional shifts to current staff.
Internal advertisements will be used when existing staff may be suitable, while external advertisements will be placed on platforms like Seek or local newspapers if needed.
3. Candidate Selection:
Applicants will be assessed based on clearly defined criteria, including skills and experience. All applicants will be evaluated based on merit, with no preferential treatment given to internal or external candidates. Family or friends applying for roles must meet the same standards, and conflicts of interest must be declared.
4. Interview Process:
A shortlist of suitable candidates will be invited for interviews, which may include internal staff, particularly if a role change is involved. Existing staff applying for vacant shifts within their current roles do not require an interview but must complete a “Change of Shift” form.
5. Appointment and Notification:
Following interviews, a recommendation will be made to the Village General Manager. Successful applicants will receive a formal letter of appointment, while unsuccessful candidates will be notified in writing.
6. Employment Offer:
The letter of appointment will include role specifics, pay rates, adherence to Village policies, and details of the orientation process. The applicant must sign and return the letter to confirm their acceptance.
7. Orientation and Onboarding:
Upon employment, new staff must complete the Village orientation programme using the Onboarding and Induction Checklist to ensure they receive all necessary information.
Suggestions, Comments and Complaints Policy
Purpose
1.1 The Sterling, Kaiapoi encourages all stakeholders—staff, residents, families, and the community—to engage in our service improvement system by providing feedback, comments, and suggestions regarding any aspect of service delivery.
1.2 The Sterling, Kaiapoi offers multiple feedback and complaints mechanisms for staff, residents, families, and other stakeholders to utilize.
Policy
The Sterling, Kaiapoi provides a range of informal and formal feedback mechanisms. Both internal and external complaints avenues are available and actively promoted throughout The Sterling, Kaiapoi.
Procedure
3.1 Informal Feedback
Informal feedback opportunities are not suitable for issues involving risks to the welfare of staff, residents, or visitors. Such matters must be reported through a formal feedback mechanism.
3.2 Handling Informal Feedback
Informal feedback is managed within the relevant department by the supervising staff and residents. Issues are not routinely escalated to management, though they may be discussed at Leadership Team meetings by the Head of Department.
3.2.1 Resident meetings are held in all areas. Family members and resident representatives are welcome to attend but must refrain from discussing personal resident issues in the open forum to protect privacy. Personal matters should be addressed directly with staff through the other feedback options outlined in this policy.
3.2.2 Staff meetings are conducted in all areas to facilitate feedback.
3.2.3 The Sterling, Kaiapoi Residents Committee may assist in resolving disputes between residents or addressing resident complaints or concerns.
3.2.4 Suggestion boxes are available in all areas for anonymous feedback.
3.2.5 Feedback gathered from resident meetings, suggestion boxes, and the Resident Committee will be discussed and documented in the minutes of those meetings.
3.2.6 Feedback from staff meetings will similarly be documented in the meeting minutes.
Formal Feedback Opportunities
4.1 Feedback received through service improvement forms, quality improvement forms (specific to aged care facilities), letters, emails, and other external sources will be reviewed at Leadership Team meetings. A summary of complaints, service improvements, and quality improvement forms will be published quarterly in staff newsletters and reported at Village resident meetings.
4.1.1 Service Improvement Forms are accessible at all reception areas and can be used to document comments, suggestions, complaints, and other feedback.
4.1.2 Compliments, Complaints, and Improvement forms are available for any feedback regarding complaints, service improvements, comments, and suggestions.
4.1.3 Letters containing feedback, suggestions, or complaints may be sent to the Village General Manager.
4.1.4 Feedback can also be provided verbally, directly to staff, who will refer the matter to the appropriate personnel if necessary.
4.1.5 Feedback can be emailed to the Village General Manager at suzi@thesterling.co.nz.
Response to Formal Feedback
5.1 The objective of our formal feedback mechanisms is to provide a written or personal response within 14 days (about 2 weeks) whenever possible. For issues posing risks to staff, residents, or visitors, a staff member will make personal contact within 24 hours of being informed to gather additional details.
5.2 Feedback pertaining to a specific department, or services provided by contractors will be directed to the appropriate person for comment. Depending on the complexity of the feedback, a response may take up to 20 working days, as formal investigations may require staff interviews and must comply with workplace laws and regulations. An interim response will be provided in such cases.
5.3 Privacy laws safeguard the content of staff interviews and any related disciplinary procedures from being disclosed to residents, families, representatives, and other staff. Information about our standard processes will be shared in these situations.
Business Partners
Feedback regarding contracted services will first be referred to the manager of the area concerned, as they are best positioned to address any concerns raised. A written or personal response may be provided by them, a copy of which will be shared with the Village. If the response is deemed unsatisfactory, it should be escalated to the Village General Manager for resolution.
Village Team
Suzi Cadigan | Village General Manager
0508 783 754 | 027 546 3124
suzi@thesterling.co.nz
Emma Hamilton | Village Administrator
0508 783 754 | 027 546 3121
emma@thesterling.co.nz
Michelle Allan | Sales Manager
0508 783 754 | 027 299 6879
michelle@thesterling.co.nz
Suzi Cadigan has returned to her homeland after many years in Australia working in the retirement and aged care industry, as well as the hotel industry at an executive managerial level. Suzi is passionate about transforming the ageing experience and making a difference in residents lives every single day, where the resident is the focus of all we do. Suzi strives to provide an engaging environment where residents can live their lives their way, maintain independence and age in one place.
Emma joins The Sterling with a strong background in the Hospitality industry, having worked in hotels managing Front Office Teams and facilitating functions, weddings and hosting many international sports teams.
For the last 7 years she has worked in the Retirement Village industry and prides herself on being able to provide excellent customer service to Residents whilst they transition into the next chapter of their life.
Emma looks forward to welcoming you to our beautiful Village and helping you navigate your new and exciting journey at The Sterling.
Michelle Allan was born in Kaiapoi and as a youngster was an avid sailor. The tactical nature of sailing has underpinned a very successful sales career in residential subdivisions. Michelle is an accomplished Sales Executive and Manager and has over the past couple of years, while working closely with The Sterling team, developed a passion for the retirement and aged care sectors. She is an empathetic listener and solutions-oriented salesperson, so if you want to know more about The Sterling, Kaiapoi give her a call today!
Melanie
Cox | Sales Consultant
0508 783 754 | 027 546 3123
melanie@thesterling.co.nz
Bruce Evans | Maintenance & Groundsperson
0508 783 754 | 027 282 9195
bruce@thesterling.co.nz
Melanie joins The Sterling with a wide range of experience in support and administration roles, living and working in the North Canterbury community for the past 10 years whilst raising her young family.
With an empathetic nature and a strong desire to see others transition successfully into their next phase of life, Mel is excited to get to know The Sterling residents, grow her professional skills supporting the Sales Team, and gain experience in the retirement sector.
With a long history of building and maintaining assets, Bruce Evans is our Maintenance & Groundsperson at The Sterling, Kaiapoi.
He has previously been the owner and operator of Motel’s in Fox Glacier and comes to us from having worked more recently, as a heavy vehicle truck driver in North Canterbury.
With a wealth of knowledge and experience in maintenance, Bruce enjoys the change of environment, hands-on approach to his work, as well as the day-to-day challenges of his role. While Bruce’s skills are in demand around the Village, he is looking forward to seeing The Sterling grow and expand into a thriving community.
Privacy Policy
1. Purpose
The Sterling, Kaiapoi is committed to complying with the New Zealand Privacy Act 2020 and has established this public statement to outline how we treat personal information
2. Policy Statement
Under the New Zealand Privacy Act 2020, we have developed this Privacy Policy in line with the New Zealand Privacy Principles to govern how we manage personal information.
2.1. Why We Collect Personal Information
As an organization providing care services and retirement living, we collect and hold a variety of personal information about:
• Residents
• Employees
• Service Providers
This information is essential for delivering optimal care, services, and accommodation to our residents in line with their needs and preferences and fulfilling our legal obligations.
2.2. Types of Personal Information Collected
2.2.1. Residents
To effectively provide care and services, we collect and hold the following types of personal information about residents (as applicable):
• Names, addresses, and contact details, including next of kin and legal representatives
• Dates of birth
• Photographs
• Health and care needs, including medical histories
• Health insurance details
• Cultural, religious, linguistic, and social preferences
• Interests, hobbies, and community activities
• Information on potential medical, social, or workplace risks
• Records of interactions with residents and service providers
• Care preferences, including activities and events
• Financial information (income, assets, pension status)
• Fee and charge details and payment history
• Entry, discharge, and leave records
• Billing details
2.2.2. Employees and Service Providers
We also collect and hold specific information about employees and service providers, including:
• Resumes
• Names and contact details
• Employment histories
• Qualifications
• Medical histories relevant to job performance
• Training records and competency assessments
• Police certificates
3. Collecting Personal Information
3.1. Residents
We primarily collect personal information directly from residents or their representatives. We may also gather information from:
• Healthcare providers and other organizations involved in residents’ care
• The Needs Assessment Service Coordination Team and other aged care providers
• Government bodies (e.g., Ministry of Health, WINZ) for eligibility verification
3.2. Employees
and Service Providers
Information about employees is generally collected directly from them and may also be obtained from:
• Background checks and police checks
• Referees and employment agencies
Information about service providers and their employees is collected directly from the providers themselves.
4. Storage of Personal Information
4.1. Residents
Residents’ personal information is primarily used for:
• Providing accommodation, care, and services
• Complying with laws, such as the Residential Care and Disability Support Services Act 2018 and the Retirement Villages Act 2003
• Quality assurance and risk management
• Continuous quality improvement
We may also use personal information for direct marketing. Residents who prefer not to have their information used for this purpose should contact us.
4.2. Employees and Service Providers
We use personal information about employees and service providers to:
• Assess their suitability for their roles
• Meet legal obligations under relevant legislation
• Improve care and services through quality improvement activities, including training
5. Disclosure of Personal Information
5.1. Residents
With resident consent, we may disclose personal information to individuals or organizations involved in their care, such as:
• Healthcare providers (e.g., doctors, allied health services)
• Service providers (e.g., cleaners, gardeners)
We may also disclose information to third parties, including:
• Government agencies for funding and legal compliance
• Professional advisers
5.2. Employees and Service Providers
We disclose personal information about employees and service providers with their consent and may also need to share information with relevant authorities and professional advisers.
6. Accessing and Correcting Your Personal Information
You have the right to access your personal information and request corrections. We will take reasonable steps to correct any inaccurate, incomplete, or outdated information. We may refuse access where permitted by law and will provide written reasons for any refusal. To access your information, please contact the Village General Manager.
7. Complaining About a Breach of Privacy
If you believe we have breached this policy or your rights under the New Zealand Privacy Principles, you can lodge a complaint by writing to:
The Village General Manager
The Sterling, Kaiapoi
1 Camellia Lane, Kaiapoi, 7630
You can also use one of the following methods to lodge a complaint:
• Service improvement form available at reception
• Phone one of our managers
• Email a manager
• Schedule an appointment to meet a manager in person
8. Our Complaints System
We will consider your complaint and respond within a reasonable time. If you are not satisfied with our response, you may contact the Residents Committee or escalate your complaint to:
• The Statutory Supervisor
• The Registrar of Retirement Villages
• The Retirement Commissioner, who can provide information on residents’ rights and dispute resolution under the Retirement Villages Act 2003.
9. Online Privacy
We use cookies on our website to collect user information for statistical and analytical purposes. Cookies are small files placed on your computer by a web server and do not identify individual users, only their computers. Most internet browsers accept cookies by default, but you can control cookie preferences through your browser settings.
Showhome Hours
(Excluding public holidays)
Sun - Fri 11am - 3pm
Office Hours
(Excluding public holidays)
Mon - Fri 9am - 4pm
Best decision I ever made! Among a hundred great things about my new home, I love that we are not part of one of the giant corporation villages - the villas are definitely not cookie-cutter plan, there are many individual design differences all along the street. Very friendly and welcoming atmosphere, accommodating all the individuals that we are.
GLENIS Resident of The Sterling, Kaiapoi