Our customer complaints response commitment to you
At PICA Group we aim to deliver exceptional service to our customers. We recognise that occasionally there may be mistakes and your expectations may not be met. We are here to hear you out and help you get the best possible results. Please be assured that we take customer feedback very seriously, and see complaints as an opportunity to learn about how we can improve on our service delivery.
Through this policy, we aim to share with you our commitment to resolving customer issues and the process of raising your concerns the right way. This policy complies with the AS/NZS 9001:2016 Quality Management System Requirements and the AS/NZS 1002:2014 Guidelines for Complaint Management in Organisations. Complaints will be treated with respect and you will be updated on theprogress and timelines where practicable and appropriate.
In working with you on resolving your issue, we will:
Acknowledge receipt of your complaint by the close of business the next working day.
Treat everyone equally and abide with the strata, body corporate or owners corporation Codes of Conduct relating to managing agents, and as per relevant state legislation.
Nominate a person who will case manage your complaint and who will be your point of contact.
Endeavour to resolve your complaint within 21 business days, subject to the complexity of your issue.
Keep you up to date and informed of your case as regularly as possible.
Allocate a unique identifier number (task number) for your complaint to ensure your matter is actively managed until it’s resolved.
Record all details of your case with accuracy.
As the first point of contact in making a complaint, we encourage you to have an open and honest conversation with your strata manager, branch manager, department manager or building manager.
Alternatively, if your complaint is not resolved to your satisfaction, you are welcome to escalate your complaint to our Head of Customer Experience:
Option 1 – Simply fill out the form on this page, OR
Option 2 – Mail a letter or notice to:
PICA Group, Head of Customer Experience
Locked Bag 22
Haymarket NSW 2000
Our Head of Customer Experience will investigate your matter and aim to resolve your complaint in the shortest timeframe. This will be done by working together with you and the relevant staff to identify a fair and equitable resolution, where possible. Throughout the process, you will be informed of the actions taken and expected timings to resolve your matter.
For all written complaints, please include the following information:
- Name and contact details, including phone number and email address.
- Lot number, the name of your strata scheme, the scheme number (if known, and the address of your strata scheme).
- Preferred address for correspondence.
- Owner Reference number, if the complaint is about levies, levy arrears, non-receipt of levy notices
To speed up the resolution of your complaint, please provide the following:
- Full details of your matter, including dates and/or times of key events.
- Relevant documentation to support your claim/s.
- Names of any persons you have previously had contact with regarding this matter.
- Your desired outcome to the situation.
Please note that all details relevant to the strata scheme can be found on your levy notice.
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 PICA Group 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 strata plan.
- a neighbourhood dispute.
Can I remain anonymous if I make a compliant?
Yes, we will endeavour to protect your identity.
Complaints are reviewed by our Head of Customer Experience, and any personal information will only be shared with the involved parties to have your matter resolved. If any external parties need to be engaged, we will seek your permission 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, Department 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.
- State Codes of Conduct relating to the body corporate or owners corporation managing agent.
- 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 has 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?
The PICA Group will 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 21 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 exhaust all direct complaint avenues firstly.
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) www.ncat.nsw.gov.au, “Consumer & Commercial – Strata”.
- Queensland Civil and Administrative Tribunal (QCAT) www.qcat.qld.gov.au, “Other civil disputes – Body corporate and community management scheme disputes”.
- Victorian Civil and Administrative Tribunal (VCAT) www.vcat.vic.gov.au, “Case types – Owners Corporations”.
For additional information, visit the sites below:
- New South Wales Fair Trading www.fairtrading.nsw.gov.au search for “Strata Schemes”.
- Queensland Government Fair Trading www.qld.gov.au/law/fair-trading search for “Body Corporates”.
- Victoria Consumer Affairs www.consumer.vic.gov.au search for “Owners Corporations”.
What happens to my complaint after it has been resolved?
The PICA Group 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 and procedures, and customer service charter.
Managing unreasonable conduct by people making complaints
The PICA Group is 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.
- Our ability to allocate our resources fairly across all the complaints we receive.
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 this policy.