Our Commitment
Marston Living welcomes feedback, comments and complaints as an opportunity to improve our services and facilities. We aim to handle all complaints and disputes fairly, promptly and confidentially, and to promote a culture where residents feel comfortable raising concerns.
Who can make a complaint
A complaint can be made by:
Any resident, or
Any person acting on behalf of a resident (for example, a family member or the Residents Committee).
You are not required to involve the Residents Committee unless you choose to.
What this process covers
This process applies to complaints made to the operator about matters such as village facilities, fees and charges, village rules, annual meetings, repairs and maintenance, budgets, or the marketing process.
How to lodge a complaint
You can lodge your complaint in writing, by phone, by email, or in person with the Village Manager or the Australian Retirement Partners (ARP) Director.