Our policies

At LDK Seniors’ Living, we are committed to transparency, accountability and the highest standards of care and integrity. Our policies guide the way we operate, ensuring that every resident, family member, employee and partner can feel confident in our commitment to love, decency and kindness.

Below is an overview of our key organisational policies. Each outlines how we meet our legal and ethical responsibilities while maintaining our promise of exceptional service and lifelong care.

Privacy Policy

Our Privacy Policy explains how LDK Seniors’ Living collects, uses, stores and protects personal information in accordance with the Australian Privacy Principles. It outlines residents’ rights to access and correct their information, how we manage sensitive data, and the safeguards we have in place to ensure confidentiality and security across all interactions.
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Feedback, Complaints and Internal Dispute Procedures

This document outlines LDK’s formal process for managing feedback, complaints and internal disputes. It explains how residents, families and team members can raise concerns, how issues are investigated and resolved, and what steps are available for escalation if needed. The procedure ensures every concern is handled fairly, respectfully and in line with our commitment to continuous improvement and transparent communication.
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Choice and Decision-Making Policy

This policy guides how LDK supports residents to make their own choices and decisions wherever possible. It outlines how we assess decision-making capacity, engage substitute decision-makers when required, and uphold residents’ rights to autonomy and dignity. It also details how we record Advance Care Plans, Not-for-Resuscitation (NFR) orders and Enduring Power of Attorney (EPOA) documentation.
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Incident, Feedback and Complaints Policy

Our Incident, Feedback and Complaints Policy ensures that all incidents, near misses, compliments and complaints are managed fairly, promptly and transparently. It establishes clear procedures for reporting, investigating and resolving issues, including compliance with the Serious Incident Response Scheme (SIRS). The policy reinforces our culture of continuous improvement and open disclosure with residents and families.
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Whistleblower Policy

LDK’s Whistleblower Policy encourages employees, residents, families and partners to report any concerns about misconduct, unethical behaviour or legal breaches without fear of reprisal. It outlines safe and confidential reporting pathways, including direct access to our Whistleblower Protection Officers and independent investigation processes. The policy reinforces our strong culture of accountability and integrity across all levels of the organisation.
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Retirement Living Code of Conduct

The Retirement Living Code of Conduct sets out industry-wide standards that promote fairness, honesty and transparency across all aspects of village life. It ensures the wellbeing of residents through ethical marketing and sales practices, clear communication, and respectful relationships between residents, operators and staff. The Code also includes clear processes for complaints handling and independent dispute resolution.

Continuous improvement

Each of these policies is regularly reviewed to ensure compliance with legislation, aged care standards and LDK’s organisational values. They form an important part of our governance framework and reflect our ongoing dedication to providing genuine care for life.