# Consumer Guide — Where Older New Zealanders and Whānau Should Look First > **Purpose:** A practical navigation guide written for older people and their whānau/family members who need to find help, services, or information. This is **not** a policy report — it answers "I need to..." questions with clear, actionable next steps. > **Key contacts at a glance:** Work and Income 0800 552 002 | Elder Abuse Response Service 0800 32 668 65 | Age Concern 0800 652 105 | Citizens Advice Bureau 0800 367 222 | Healthline 0800 611 116 --- ## How to Use This Guide If you or someone you care for is an older person in New Zealand and you need help — start here. Each section below answers a common question using an **"I need to..."** format. Click through to the right organisation, collect the phone number, or visit the website listed. > **Tip:** If you're not sure where to start, call the **Citizens Advice Bureau (CAB)** on **0800 367 222** — they can point you in the right direction for any issue. --- ### I need to find a rest home or aged residential care facility **Where to look:** | Source | What It Offers | How to Access | | ------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------- | | **Eldernet** | The most comprehensive online directory of rest homes and retirement villages in New Zealand. Search by location, level of care (rest home, hospital, dementia, psychogeriatric), and vacancy. Also includes the Knowledge Lab — guides on moving into care, paying for care, and choosing a facility. | Visit **eldernet.co.nz** — browse the directory for free. | | **Health NZ (Te Whatu Ora) — Certified Providers List** | Official government list of all certified aged residential care providers in New Zealand. Each facility has an audit report showing how it performed against national standards. | Visit **healthnz.govt.nz** and search for "certified providers" or "aged care audits." | | **NASC (Needs Assessment & Service Coordination)** | Before you can move into funded residential care, you need a formal needs assessment through NASC. They assess your care needs and help coordinate services. | Call **0800 855 066** or ask your GP to refer you to your local NASC. | **Also helpful:** See our full **Aged Care Assessment and Audit Pathway** topic map in the `02_Aged_Residential_Care` folder for the complete step-by-step journey from first assessment to moving in. --- ### I need to check if I qualify for financial help **Where to look:** | Source | What It Offers | How to Access | | ------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Work and Income — Senior Services Line** | One-stop contact for all financial support for older people: NZ Superannuation, Residential Care Subsidy (RCS), Accommodation Supplement, Disability Allowance, Winter Energy Payment, and the SuperGold Card. | Call **0800 552 002** (Monday–Friday 7am–6pm). Have your IRD number and bank details ready. You can also visit **workandincome.govt.nz** to check eligibility online. | | **Residential Care Subsidy (RCS)** | Helps pay for the cost of aged residential care if you meet asset and income limits. The current asset limit for a single person (65+) is **$291,825** (April 2026). | Apply through Work and Income after your NASC assessment confirms you need residential care. | | **NZ Superannuation** | The universal pension for New Zealanders aged 65+. Most people who have lived in NZ for 10+ years since age 20 qualify. | Apply online at **my.msd.govt.nz**, or call **0800 552 002**. | | **Accommodation Supplement** | Help with rent, board, or homeownership costs if you're on a low income. | Check eligibility and apply through Work and Income — call **0800 552 002**. | | **SuperGold Card** | Free off-peak public transport and discounts at many retailers. | Issued automatically when you start receiving NZ Super. If you haven't received it, call **0800 552 002**. | > **Full details:** See the `05_Funding_and_Subsidies` folder for our **Older Person Financial Support Map** and detailed web captures of each benefit (NZ Super, RCS, Accommodation Supplement, Disability Allowance, Residential Care Loan, Supported Living Payment). --- ### I need to understand retirement village contracts **Where to look:** | Source | What It Offers | How to Access | | --------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------- | | **Retirement Commission (Commission for Financial Capability)** | Official government body overseeing retirement villages. Publishes the **Retirement Village Living Guide** — a plain-language guide to ORAs (Occupation Right Agreements), costs, DMFs, cooling-off periods, complaints, and moving in/out. Also handles complaints and disputes. | Visit **retirement.govt.nz** — download the free guide. For complaints, contact the Retirement Commissioner. | | **Consumer NZ** | Independent consumer advocacy. Has published detailed analysis of retirement village contracts, ORA terms, and issues in the sector. Their submission on the Retirement Villages Act review highlights common unfair contract terms. | Visit **consumernz.org.nz** and search for "retirement villages." | | **A lawyer** | The Retirement Commission **strongly recommends** getting independent legal advice before signing any retirement village contract. A lawyer can explain the ORA, DMF, and any unusual terms. | Find a lawyer through the **NZ Law Society** at **lawsociety.org.nz** or call the **Citizens Advice Bureau 0800 367 222** for a referral. | > **Also see:** The `03_Retirement_Villages` folder contains web captures on: Statutory Supervisors (`Retirement Commission - Web Capture - Statutory Supervisors.md`), Complaints and Disputes (`Retirement Commission - Web Capture - Complaints and Disputes.md`), the Resident Resources Guide (`Retirement Commission - Web Capture - Resident Resources Guide.md`), RV Act reform (`Consumer NZ - Web Capture - RV Act Review Update.md`), and Top 10 Fixes (`Consumer NZ - Web Capture - Top 10 Fixes for Retirement Villages.md`). --- ### I need to get legal advice about Enduring Powers of Attorney (EPA) or wills **Where to look:** | Source | What It Offers | How to Access | | -------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------- | | **Community Law Centres** | Free legal advice for people who can't afford a private lawyer. Many centres have specialists in elder law, EPAs, and wills. | Find your nearest Community Law Centre online at **communitylaw.org.nz** or call **0800 367 222** (CAB) for a referral. | | **Citizens Advice Bureau (CAB)** | Free, confidential advice on legal matters including EPAs, wills, and powers of attorney. They can help you understand your options and connect you with the right services. | Call **0800 367 222** or visit your local CAB office. No appointment needed for most services. | | **Public Trust** | Provides trustee, estate planning, and EPA services. They can help you create an EPA, write a Will, and manage your affairs. Their EPA and elder abuse resources are also excellent. | Call **0800 371 471** or visit **publictrust.co.nz**. | | **New Zealand Law Society** | Find a lawyer who specialises in elder law, EPAs, or estate planning. You can search by location and area of practice. | Visit **lawsociety.org.nz** and use the "Find a Lawyer" tool. | | **Office for Seniors** | Official government information on EPAs — including free EPA forms, step-by-step guides, and explanations of your rights and obligations. | Visit **officeforseniors.govt.nz** and search for "Enduring Power of Attorney." | > **Full guidance:** See the `06_Legal_and_Financial_Planning` folder for our **Legal Planning Topic Map** and web captures on creating an EPA, CAB's EPA guide, Community Law's guide, Law Society's guide, and protection for older people against abuse. --- ### I need to report elder abuse or I'm worried about an older person **Where to look:** | Situation | Who to Contact | Number | | ------------------------------------------------- | ------------------------------------------------------------------------------------ | ------------------------------------------------------ | | **Immediate danger — life-threatening situation** | **Police** (emergency) | **111** | | **Concerned about abuse but not an emergency** | **Elder Abuse Response Service (EARS)** — free, confidential, 24/7 national helpline | **0800 32 668 65** (0800 EA RESPONSE) or **text 5032** | | **Local support and advocacy** | **Age Concern NZ** — local offices across NZ providing face-to-face support | **0800 652 105** | | **Non-urgent police matter** | **Police** (non-emergency) | **105** | | **Free health advice** | **Healthline** (registered nurses, 24/7) | **0800 611 116** | **What happens when you call EARS (0800 32 668 65):** - A trained specialist listens confidentially to your concerns - They help assess the situation and level of risk - They provide emotional support and information - They connect you with a **local EARS coordinator** for in-depth support - The coordinator works with you on **safety planning** and coordinates with police, banks, lawyers, health services, and other agencies as needed > **Comprehensive guide:** See the `08_Elder_Abuse_and_Advocacy` folder for our **Elder Abuse Topic Map** (full warning signs checklist, financial abuse red flags, and all reporting pathways) plus web captures on the Elder Abuse Response Service, financial elder abuse (Public Trust), and elder abuse information (Age Concern). --- ### I need dementia information and support **Where to look:** | Source | What It Offers | How to Access | | -------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------ | | **Alzheimers New Zealand** | National body with 21 local member organisations across NZ. Provides: helpline, education programmes, support groups, counselling, and free downloadable booklets ("Getting a Diagnosis," "Dementia — A Guide for Families," "10 Warning Signs of Dementia"). | Call **0800 004 001** or visit **alzheimers.org.nz** | | **Dementia New Zealand** | Provider of dementia-specific services: dementia advisory service, support groups, day programmes, and residential dementia care in some regions. | Call **0800 467 846** or visit **dementianz.org.nz** | | **Healthify (Health Navigator)** | Comprehensive online health information — detailed pages on dementia types (Alzheimer's, vascular, Lewy body, frontotemporal), symptoms, treatments, managing daily living, and carer support. | Visit **healthify.nz** and search for "dementia" or "Alzheimer's." | | **Healthline** | Free 24/7 health advice from registered nurses — they can help you understand symptoms and direct you to the right services. | Call **0800 611 116** | > **Full coverage:** See the `07_Dementia_and_Health` folder for our **Dementia and Healthy Ageing Topic Map** plus web captures on: the 10 warning signs, what is dementia, getting a diagnosis, Alzheimer's disease, fall prevention, and ageing — what is normal. --- ### I need to plan for retirement **Where to look:** | Source | What It Offers | How to Access | | --------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------- | | **Sorted** | New Zealand's leading free, independent retirement planning tool. Includes calculators for: retirement income, NZ Super eligibility, KiwiSaver, budgeting, and whether you're on track for the retirement you want. Also has guides on every aspect of retirement planning. | Visit **sorted.org.nz** — all tools and guides are free. | | **Retirement Commission (Commission for Financial Capability)** | The government body responsible for retirement income policy and retirement village regulation. Publishes guidance on retirement planning, KiwiSaver, and financial capability for older people. | Visit **retirement.govt.nz** or **cffc.govt.nz** | | **Work and Income** | Information on NZ Superannuation rates and eligibility — a key input to any retirement plan. | Call **0800 552 002** or visit **workandincome.govt.nz** | > **See also:** `13_Consumer_Guides/2026 - Sorted - Web Capture - Retirement Planning Guide.md` for detailed Sorted retirement planning information. --- ### I need to find housing options **Where to look:** | Source | What It Offers | How to Access | | ------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------- | | **Eldernet** | Directory of retirement villages and rest homes nationwide — search by location, type, and vacancy. | Visit **eldernet.co.nz** | | **CRESA (Certified Retirement Village Advisor)** | Independent advisors who help older people navigate retirement village options, costs, and contracts. They are paid by you (not by the village), so advice is independent. | Visit **cresa.co.nz** or search for a certified advisor in your area. | | **Retirement Commission** | Publishes the **Retirement Village Living Guide** explaining ORAs, costs, DMFs, and what to look for when choosing a village. Also handles complaints. | Visit **retirement.govt.nz** | | **Health NZ — NASC** | For housing with care (residential care), you need a NASC assessment to access funded places. | Call **0800 855 066** | | **Work and Income — Accommodation Supplement** | If you rent or own a home and need help with housing costs. | Call **0800 552 002** | | **Community housing providers** | Some regions have affordable rental housing for older people (e.g., council housing, community housing trusts). | Contact your local council or CAB for options in your area. | > **Related folders:** `02_Aged_Residential_Care` (rest homes and care), `03_Retirement_Villages` (village living), and `04_Home_Care_and_Community_Support` (staying at home with support). --- ### I need to check population data and research about older people in New Zealand **Where to look:** | Source | What It Offers | How to Access | | ---------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------- | | **Stats NZ (Tatauranga Aotearoa)** | Official population statistics, projections, and census data. Key reports: National Population Projections (shows 65+ growth), Life Expectancy Data, and census data on older people's housing, income, and living arrangements. | Visit **stats.govt.nz** — most data is free to access and download. | | **Ministry of Social Development (MSD)** | Publishes research and policy papers on older people's wellbeing, retirement income, and the Better Later Life strategy. Their Long-Term Insights Briefing analyses demographic trends and future needs. | Visit **msd.govt.nz** and search for "older people" or "Better Later Life." | | **The Treasury** | Publishes economic analysis on the fiscal impacts of an ageing population, including the RBNZ's "Grey Wave" report on financial system impacts. | Visit **treasury.govt.nz** | > **See also:** `12_Statistics_and_Demographics/2026 - Stats NZ - Web Capture - National Population Projections.md` for current population projections and trends. --- ## Quick Reference: Key Phone Numbers | Service | Phone Number | Hours | What It's For | | -------------------------------- | ------------------ | --------------- | ------------------------------------------------------- | | **Emergency** | **111** | 24/7 | Life-threatening situations — police, fire, ambulance | | **Elder Abuse Response Service** | **0800 32 668 65** | 24/7 | Free, confidential elder abuse support and referral | | **Age Concern NZ** | **0800 652 105** | Local hours | Elder abuse advocacy and local support | | **Work and Income (Seniors)** | **0800 552 002** | Mon–Fri 7am–6pm | NZ Super, RCS, Accommodation Supplement, financial help | | **Citizens Advice Bureau (CAB)** | **0800 367 222** | Local hours | Free, confidential advice on any issue | | **Healthline** | **0800 611 116** | 24/7 | Free health advice from registered nurses | | **Health NZ NASC** | **0800 855 066** | Business hours | Needs assessment for home support or residential care | | **Public Trust** | **0800 371 471** | Business hours | EPAs, wills, estate planning, trustee services | | **Alzheimers NZ** | **0800 004 001** | Business hours | Dementia information and support | | **Dementia NZ** | **0800 467 846** | Business hours | Dementia services and advisory | | **Police (non-emergency)** | **105** | 24/7 | Non-urgent police matters | --- ## Cross-Links to All Knowledge Base Folders | Folder | What's In It | Related "I Need To..." Sections | | -------------------------------------- | ---------------------------------------------------------------------------------------- | ----------------------------------------------------- | | **02 Aged Residential Care** | Rest home certification, audit reports, NASC pathway, levels of care, quality indicators | Find a rest home; Transition to care | | **03 Retirement Villages** | ORAs, DMFs, complaints, statutory supervisors, RV Act reform, resident rights | Understand retirement village contracts; Find housing | | **04 Home Care and Community Support** | Home support services (personal care, housework), carer support, day programmes | Get help at home; Get dementia support | | **05 Funding and Subsidies** | NZ Super, RCS, Accommodation Supplement, Disability Allowance, RCL, benefit rates | Check financial help; Plan for retirement | | **06 Legal and Financial Planning** | EPAs, capacity, wills, trusts, protection orders, legal guides for older people | Get legal advice; Plan for future | | **07 Dementia and Health** | Dementia warning signs, diagnosis, Alzheimer's, healthy ageing, fall prevention | Get dementia support; Plan for retirement | | **08 Elder Abuse and Advocacy** | Elder abuse types, warning signs, financial abuse, reporting pathways, EARS | Report elder abuse | | **12 Statistics and Demographics** | Population projections, life expectancy, demographic data | Check population data and research | | **13 Consumer Guides (this folder)** | Consumer navigation, Eldernet, SuperSeniors, Sorted, retirement planning guides | Everything — start here! |