At Professionals Strata Team, our clients are at the heart of everything we do. We understand that from time to time, you may have concerns or be dissatisfied with a service. When this happens, we want you to feel confident that your complaint will be heard, handled fairly, and resolved in a timely and transparent manner.
This policy explains the process for lodging a complaint, how we will manage it, and what you can expect from us every step of the way.
Our Promise to You
When you raise a concern with us, you can expect that we will:
- Treat your complaint respectfully, confidentially, and without bias.
- Handle the matter professionally and as quickly as possible.
- Keep you informed at key stages of the process.
- Provide clear reasons for our decisions.
- Offer guidance on further options if you are not satisfied with the outcome.
How to Make a Complaint?
Anyone wishing to raise a concern or lodge a complaint may do so in writing. Complaints can be directed to The staff member you were dealing with, unless the complaint is about that person. The relevant strata manager, if the matter relates to a service or product provided by our company. The Principal, if the matter concerns a staff member or requires escalation.
Written complaints should be emailed to: [email protected]
To help us investigate effectively, please include:
- Your name and contact details.
- The property or scheme the matter relates to.
- A clear description of the issue.
- Any supporting documents (if applicable).
Our Complaint Handling Process
Step 1 – Acknowledgement
You will receive written confirmation within 5 business days that we have received your complaint.
The matter will be entered into our complaints register to ensure accountability and proper follow-up.
Step 2 – Assessment and Investigation
A responsible manager will review the details of your complaint within 5 business days.
We may contact you if we require further information .
You will receive an update within 10 business days explaining how your complaint is being investigated and the likely timeframe for resolution.
Step 3 – Resolution
We aim to finalise complaints within 20 business days.
If the matter is complex and requires more time, we will let you know why and provide a revised timeframe.
Once a decision is made, we will notify you in writing of the outcome, the reasons for the decision, and any actions to be taken.
If You Are Not Satisfied
If you are unhappy with the resolution provided, you may refer your complaint to the following external bodies:
Strata Community Association (NSW)
NSW Fair Trading
These organisations will determine if they have jurisdiction to review your matter.
Our Commitment to Professional Standards
Professionals Strata Team is a member of the Strata Community Association (NSW) and operates under the Professional Standards Scheme approved by the NSW Government.
This means:
We adhere to a Code of Ethics and professional conduct overseen by Professional Standards Australia. Our staff and Licensee in Charge complete enhanced Continual Professional Development (CPD) requirements to remain up to date with industry and consumer protection obligations. Clients benefit from a structured and independent complaint handling framework in addition to our internal processes