Strata & Co. seeks to maintain and enhance our reputation in providing our clients with high quality services. This policy and process has been designed to provide guidance to all parties on the manner in which Strata & Co. receives and manages your complaint.
We are committed to being consistent, fair and impartial when handling your complaint.
Strata & Co. is committed to being responsive to the needs and concerns of our clients to resolving complaint as quickly as possible. If we receive your complaint verbally and we deem it required, we may ask you to put your complaint in writing.
When assisting with complaints, we will be relying on information provided by you and information we may already be aware of or privy to. We may need to contact you to clarify details or request additional information where necessary.
Strata & Co. is committed to resolving your issues at the first point of contact however, this may not be possible in all circumstances, in which case a more formal complaints process will be followed.
We will acknowledge receipt of your compliant at our earliest availability. Once your complaint has been received, if deemed reasonable to proceed further with your complaint we will undertake an initial review of your complaint and seek to resolve it in a fair, practical and timely manner.
Complaints that are not from our clients or not associated with or refer to Strata & Co will not be responded to.
Strata & Co. reserves the rights not to respond to any complaints with abusive or threatening behaviour and kindly request any complaints be raised in a respectful manner when submitting.
If you are not satisfied with the outcomes of a complaint, you may be able to lodge a complaint with Strata Community Association (NSW) or Fair Trading, their office will determine if it has the power to investigate your complaint.
Please refer to SCA (NSW) Code of Ethics (Constitution Rule 40)
If you have any questions regarding the Professional Standards Scheme, please contact Strata & Co P/L or SCA (NSW) on 02 949 8200. Alternatively, further details are available at www.psc.gov.au.
To help us investigate your complaint quickly and efficiently we will ask you for the following information:
