COVID-19 service update

COVID-19 service update

Managing the risks of COVID-19 for our customers and staff

COVID-19 has changed many aspects of our homes, communities and businesses.

At PICA Group, we are committed to supporting the communities in which we operate as we strive to provide continuity of service. The health, safety, and wellbeing of our customers and staff is essential and our number one priority.

To manage the impact and spread of COVID-19 in our communities, we have introduced a range of procedures. We will continually reassess our processes as we aim for a post-COVID world and increasing levels of normalcy.

PICA Group has a COVID-19 taskforce who, as a working group, strategise in line with government advice to formulate a back to branch and office plan. We will update customers with any actions or procedures that may impact them and outline how we will provide support and the same level of service.

We seek your understanding and flexibility, as we endeavour to support you during the COVID-19 pandemic.

Servicing you during COVID-19 restrictions

You can call or email us via our normal contact channels or log on directly to CommunityHub or the information hub you are using, for your property or strata related information. Our Customer Care Centre team is also available to respond to queries.

Where areas are impacted, our branches and offices are closed. Please continue to make the most of phone, email, and video conferencing links to facilitate meetings, important decision making, and support.

If you have any pre-booked meetings, your strata manager will contact you. And, for any existing physical appointments, we’ll aim to keep them in place, where permissible. Any visitation to our branches and offices are by appointment, please contact your branch or strata manager.

What branches do the COVID-19 restrictions apply to?

Can committees and owners still hold meetings?

Yes. While we recommend making alternate arrangements such as online meetings, owners and committees can still hold face-to-face meetings if restrictions allow it.

PICA Group has made a significant investment in technology to enable quality of services. Where appropriate, our online voting module will enable a convenient channel for our customers to participate in online meetings.

Should you choose to have a face-to-face meeting, you will need to make sure your meeting doesn’t breach the maximum number of people allowed to gather. You’ll also have to maintain social distancing for the duration of your meeting. As restrictions change, the number of people allowed will flux, be sure to check with your relevant state body.

How do I contact my manager to arrange online meetings or seek help?

Nothing has changed with how you communicate with us. All our phones and communication lines are open. You can contact us the same way you usually do.

What should committees and owners do if they decide to go ahead with meetings?

While we recommend postponing unnecessary meetings, we have outlined some measures that should be taken if committees and owners do decide to go ahead. It is important to remember, when it comes to community living, all owners have a duty of care to make sure their property is a safe environment that doesn’t pose a potential risk to health and safety.

If the meeting must go ahead, we recommend you:

  • Arrange for the meeting to be held online via video conference, phone, or email
  • Check social distancing and gathering restrictions – your meetings can’t have more people than your state government is allowing
  • Ensure all meeting room tables are wiped clean with disinfectant before and after
  • Make hand sanitizers available
  • Make sure the meeting room is well ventilated

Changes to building and facilities management services

Where we operate as the building and facilities manager, our staff will remain on-site.

Our staff will continue protocols which restrict entry to their office, and this will include heightened personal hygiene and social distancing procedures.

Moving forward and back to branches

In March 2020, PICA Group established a COVID-19 taskforce of senior and executive-level staff from across the business. Our return to local branches and office strategy is critically important, highly detailed, and incorporates several steps. With different parts of Australia experiencing different rates of COVID-19 and restrictions, we are allowing face-to-face visits on a case by case and geographical basis.

If you are undertaking a branch or office visit where it is safe to do so, and you have spoken to a staff member to arrange the meeting, we ask that you undertake a self-assessment. We do encourage online or digital alternatives where possible. We ask all customers to self-assess before attending meetings by asking:

  • Do I have any cold or flu symptoms?
  • Do I have a temperature?
  • Have I been in contact with a confirmed case of COVID-19?
  • Have I returned from overseas or a high-risk state within 14-days?

If you answer yes to any of the self-assessment questions, please communicate with your manager via phone, video, or email to arrange alternative options.

Where can I find more information?

You should only obtain updates on COVID-19 from reputable sources. For the latest information, visit the Australian Government’s Department of Health.

We recommend you read the Australian Government’s three-stage roadmap to a COVIDSAFE Australia, and support the management of COVID-19 by downloading the app, COVIDSafe.

If you have questions about COVID-19, you can contact your state or territory public health agency:

National Coronavirus Hotline: 1800 020 080

COVID-19: Community Living

COVID-19 updates and tips for managing community living

COVID-19 Toolkit


Your COVID-19 strata community living toolkit.



Ask your strata property related questions at

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