Complaints Policy


For a copy of Oceania’s full complaints policies for Independent Living and Residential Care, please see the Business and Care Manager or Village Manager for the site. To find the contact details of the facilities Business and Care Manager or Village Manager, use Find a place to locate the facility page.


Abridged Residential Care Policy


Oceania has a complaints management system that complies with the Code of Health & Disability Services Consumers’ Rights Act 1996. All complaints will be documented, maintained in a Complaints Register and thoroughly investigated to ensure resolution for all parties. Monitoring of complaints and any identified trends are used as the basis for quality improvement.


Organisational Scope

Oceania acknowledges the right of residents, staff, family/whanau and any persons who have interaction with, or have a service from the company or its facilities, to express dissatisfaction without prejudice. 



  • A clearly written complaints process is visible, accessible and discussed with all residents on their admission into Oceania Facilities.
  • The complaints procedure and how to access independent advocacy is also made available to all new residents and their families/whanau on admission.
  • All complaints can be lodged either verbally or in writing.
  • A full complaints policy is available on request from any Oceania facility or Oceania Support Office.

Independent Living Policy

Oceania’s complaint policy objective is to enable complaints to be resolved in a manner that is resident appropriate, objective, fair, quick and cost-effective for the resident and Oceania.  

The full Complaints policy is available here

0800 333 688

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Oceania provides Rest Home, Hospital, Dementia, Respite and Palliative/End of Life Care, as well as Independent Retirement Village living, at over 40 New Zealand locations.

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