Are customers the same as citizens? Consumers are part of the market. Citizens are part of society. There are consumer rights and then there are human rights. Older people are treated as consumers of specialised housing products. They are not treated as citizens in their own homes. This is one of the messages to come out if the Royal Commission.
In The Fifth Estate article, Willow Aliento says of the care and retirement living sectors, “…the inquiry found that there had been a shift towards thinking about the aged care sector as an “industry” with “customers”, rather than a social service for older citizens.” This is an important factor because this approach dehumanises residents. Even the retirement living sector is fundamentally ableist because they only advertise “active living”.
The article discusses how poor design of the physical environments with large, noisy facilities and poor visual layouts contributes to residents’ reduced quality of life and care. it also cover issues of downsizing and pension and assets tests. Complex issues are tackled well in this article titled, How ageist, ableism and inequity are creating “shelter hell’ for older people.