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Codes of conduct set clear standards for behaviour in retirement villages. They help create a safe, respectful and supportive environment for residents, operators and staff.
Mandatory codes of conduct training
From 5 December 2026, all operators and relevant staff must complete mandatory training on the codes of conduct.
- New staff must complete the training before starting work.
- Existing staff must complete it within 12 months.
- Operators and staff must repeat the training every three years.
The training will be developed by the Office for Ageing Well and will be available online from 5 December 2026.
Operators who don't ensure that they and their staff complete the required training may be fined up to $10,000.
Codes of conduct
Codes of conduct must be followed by village operators, village staff, and residents. You can read the residents' codes of conduct.
Everyone working in, or operating a retirement village must:
- respect each resident’s peace, comfort, privacy and wellbeing
- respect the dignity and diversity of residents, prospective residents and their representatives
- treat all residents, prospective residents and their representatives fairly and uphold their legal rights
- communicate clearly and respectfully, in person, online and in writing
- act in good faith and consider the interests of all residents
- engage with residents on matters that affect them
- acknowledge repair and maintenance requests within 10 business days and, where possible, provide an estimated timeframe for action
- acknowledge written correspondence (including email or text) within 10 business days and, where appropriate, take action
- disclose and manage conflicts of interest fairly and transparently.
Operators and staff must follow the code that applies to them.
Code of conduct for village operators
Legal and financial risks of for non-compliance
Operators who do not follow the code of conduct may face a penalty of up to $2,500 for failing to meet mandatory requirements.
Mandatory requirements
Operators must follow these legal requirements. An operator must not:
- put a resident’s safety at serious risk, whether they do this knowingly or by ignoring the risks
- harass or intimidate a resident, a prospective resident, or anyone acting for them
- knowingly give false or misleading information to a resident or prospective resident, including during marketing, complaint handling or consultation
- unreasonably restrict a resident’s access to the village’s common facilities
- charge a fee for preparing or providing:
- any document that must be given to a person before they sign a residence contract (see the list of documents that must be provided to prospective residents)
- a premises condition report
- a vacated premises report
- change a surplus and deficit policy unless:
- the changes are approved by the residents through a special resolution, and
- the updated policy is given to all residents within 10 business days of the meeting.
Good practice principles for retirement village operators
Operators should:
- provide clear, current and accessible information and policies written in plain English
- consult residents about the village’s financial matters, as required under the Act
- support residents’ access to their personal information, where appropriate
- allow residents to appoint someone to receive notices and documents on their behalf
- help resolve disputes using the village’s dispute resolution policy
- share information about independent support and advocacy services
- act quickly to fix safety hazards in the village
- take reasonable steps to ensure senior managers, village managers and staff follow the code of conduct that applies to them
- engage honestly and in good faith with the Retirement Villages Registrar
- follow all relevant laws and regulations.
Codes of conduct for retirement village staff
Retirement village staff includes:
- village managers
- senior managers
- staff employed or engaged to work at the village.
Retirement village staff does not include:
- contractors whose service or work does not:
- form part of the ordinary operations of the village, or
- require direct contact with residents
- volunteers.
Legal and financial risks of non-compliance
Breaches of a mandatory requirement of the code of conduct by a senior manager or village manager may incur a maximum penalty of $2,500.
Mandatory requirements
A village manager or senior manager of a retirement village must not:
- knowingly or recklessly put a resident’s safety at serious risk
- harass or intimidate a resident, prospective resident, or anyone acting on their behalf
- knowingly give false or misleading information to a resident or prospective resident, this includes during marketing, dispute resolution or consultation
- unreasonably restrict a resident’s access to shared or common facilities.
Good practice principles for retirement village staff
- follow village policies and procedures required under the Act
- perform duties safely and with regard to the safety of others
- disclose any conflict of interest to the operator in writing as soon as possible
- follow any written directions from the operator about managing a conflict of interest.
Contact the Retirement Village Unit
Email: retirementvillages@sa.gov.au
Related information
On this site
- Eligibility for key roles in a retirement village
- Training requirements for village staff and operators
- Financial reporting and consultation
- Consulting with residents
- Retirement village safety
