Our relationship with you

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Our relationship with you

Because we view ourselves as being a family of businesses and services, we have set values that guide our relationship with you

Company values matter as they capture the essence of who we are and what we stand for. While we consist of different businesses, together we are all part of one PICA Group family.

Our values

Say it straight
We are honest and compassionate in our communication. We are not afraid to admit mistakes and will work with you to create a solution.

Seek first to understand, then to be understood
We listen first, ask questions, and put ourselves in the shoes of others before making decisions.

We’ll find solutions
We are solution seekers. We seek out better ways to achieve results.

Respect and value our relationship
Our relationship with both you and our staff matter, and we promise to build relationships based on trust.

Be in it together
Entering the PICA Group family means becoming a team. We’ll work with you to enhance your community living arrangement by providing the support you need.

Our service promise

Striving for excellence sets the standard you can expect to receive. The PICA Group Customer Service Charter is read by, and adhered to, by all PICA Group strata and building management teams and support staff.

High standards of guidance, support and delivery
PICA Group provides ethical and quality service to deliver the best level of support and service.

Timely distribution of meeting minutes
We follow legislative time frames regarding the final distribution of all meeting minutes to each owner.

Clear, courteous and transparent communication
We address requests with promptness and respond in a polite, friendly, and transparent way.

Prompt response to all enquiries
We reply to telephone messages by close of business on the next working day, unless there is an emergency. We acknowledge emails by the close of business on the next working day and prioritise a full response to you within five days. We reply to other, non-email, non-urgent written correspondence within five working days.

Confidentiality
Our technology ensures we protect your confidential information. Any documents that are privileged or confidential are separately filed with their release subject to the approval of the committee, body corporate, owners association or strata plan. All your information is handled in accordance with the Privacy Act 1988 and related legislation.


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