What is a complaint?
A complaint is an expression of dissatisfaction or concern about the conduct, standard of service, actions or lack of actions by the business, branch or a member of its staff.
The following are not considered complaints:
- a request for service
- a request for information
- a complaint relating to the effect of the applicable (state) strata legislation
- a complaint relating to the action or non-action of a committee
- a neighbourhood dispute.
Can I remain anonymous if I make a complaint?
We will endeavour to protect your identity if that is your wish. Once received, complaints are reviewed by our Customer Care team, and any personal information will only be shared with the parties necessary in order to have your matter resolved. If any external parties need to be engaged, we will discuss it with you first.
How are matters resolved?
Step one – On receipt of your complaint we will seek to obtain the necessary information from your strata manager, branch manager, or building manager to ensure we have all the relevant information to consider your matter.
Step two – We will assess your matter based on the following, where relevant:
- State legislation
- Codes of Conduct for your state
- Industry body guidelines
- What is equitable and reasonable to either party.
Step three – Once all the necessary information has been considered and all avenues for a resolution have been explored, we will contact you via your preferred choice of communication with our recommendation.
How long will it take to have my matter resolved?
We aim to resolve your complaint within a timely manner, subject to the complexity of the issue.
If your complaint is likely to take longer than five days to resolve, we will contact you within this period to provide an update on our progress.
As per our Customer Service Charter, we are committed to regular updates as to the progress of your matter.
What if I am unhappy with the outcome?
If, despite our best efforts, you believe that we have not dealt with your complaint satisfactorily, you can seek an external review of our decision. Do note that before going to any external parties, you will be requested to firstly exhaust all direct complaint avenues.
If your matter relates to a state legislative matter, you can have that decision reviewed by the following parties:
- NSW Civil and Administrative Tribunal (NCAT) ncat.nsw.gov.au, “Consumer & Commercial – Strata”
- Queensland Civil and Administrative Tribunal (QCAT) qcat.qld.gov.au, “Other civil disputes – Body corporate and community management scheme disputes”
- Victorian Civil and Administrative Tribunal (VCAT) vcat.vic.gov.au, “Case types – Owners Corporations”
For additional information, visit the sites below:
What happens to my complaint after it has been resolved?
We value all feedback take and take complaints seriously. We record the necessary details of your complaint, and these are regularly reviewed to ensure all matters are investigated and handled as per our company policy, procedures, and Customer Service Charter.
Managing unreasonable conduct by people making complaints
We are committed to being accessible and responsive to all customers who approach us with feedback or complaints. At the same time, other factors are considered:
- Our ability to do our work and perform our functions in the most effective and efficient way possible
- The health, safety and security of our staff.
When people behave unreasonably in their dealings with us, their conduct can significantly affect the progress and efficiency of our work. As a result, we will take proactive and decisive action to manage any conduct that negatively and unreasonably affects us and will support our staff to do the same in accordance with our company policy, procedures and Customer Service Charter.
