Customer feedback – we care about what you have to say
We aim to deliver exceptional service to our customers. If you’ve had a positive experience, we’d be keen to hear more. Receiving good news and recognition will certainly make our staff member’s day, and boost team morale! We would love to share your feedback with them – and promote their good efforts to others, via productreview.com.au or Google review. Search by branch name or brand, and post your review there. Thank you for taking the time to do this, we certainly appreciate it.
On the other hand, we recognise that at times mistakes happen and your expectations are not met. We take your feedback seriously and see it as an opportunity to learn about how we can improve on our service delivery. You can submit feedback to us by using the form on this page. Your feedback will be treated with respect, and in the case of a complaint, you will be updated on its progress and timelines where practicable and appropriate.
To deliver a standard you can be assured of, we have a Customer Service Charter to show our commitment to our service promise.
In working with you on resolving your issue, we will:
- Investigate your matter and aim to resolve your complaint in the shortest timeframe possible
- Treat everyone equally and abide with the strata, body corporate or owners corporation Codes of Conduct, 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 five 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.
Submit your feedback here
Our staff are here to help and deserve the right to do their jobs without being verbally or physically abused. Please be respectful and empathetic.
In the first instance, we encourage you to have an open and honest conversation with your strata manager or building manager, or include the branch manager if you believe it could help with the discussions.
If your complaint is not resolved to your satisfaction, you are welcome to escalate your complaint to our Customer Care team:
Option 1 – Simply fill out the form on this page, OR
Option 2 – Mail a letter or notice to:
Customer Care Centre
Locked Bag 22
Haymarket NSW 2000
Our Customer Care team will engage with the relevant employees to investigate your matter and will aim to resolve your complaint in the shortest possible timeframe. 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 business, branch 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 committee
- a neighbourhood dispute.
Can I remain anonymous if I make a complaint?
We will endeavour to protect your identity if that is your wish. Once received, complaints are reviewed by our Customer Care team, and any personal information will only be shared with the parties necessary in order to have your matter resolved. If any external parties need to be engaged, we will discuss it with you 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, 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
- Codes of Conduct for your state
- 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 have 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?
We 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 five 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 firstly exhaust all direct complaint avenues.
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) ncat.nsw.gov.au, “Consumer & Commercial – Strata”
- Queensland Civil and Administrative Tribunal (QCAT) qcat.qld.gov.au, “Other civil disputes – Body corporate and community management scheme disputes”
- Victorian Civil and Administrative Tribunal (VCAT) vcat.vic.gov.au, “Case types – Owners Corporations”
For additional information, visit the sites below:
- New South Wales Fair Trading fairtrading.nsw.gov.au search for “Strata Schemes”
- Queensland Government Fair Trading qld.gov.au/law/fair-trading search for “Body Corporates”
- Victoria Consumer Affairs consumer.vic.gov.au search for “Owners Corporations”
What happens to my complaint after it has been resolved?
We value all feedback take and 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, procedures, and Customer Service Charter.
Managing unreasonable conduct by people making complaints
We are 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
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 our company policy, procedures and Customer Service Charter.