Complaints Handling Process

We value your feedback on issues and want to assist you if you have a concern with respect to our services.
Individuals seeking to express a concern or lodge a complaint may do so through the following channels:

• Direct communication with the relevant personnel involved, unless the grievance pertains to said individual;
• Contacting the Principal, Martin Rolon, or in the case of issues related to:
  
  • Products or services provided by our organisation, the matter will be referred to the appropriate strata manager;
  • Staff members, the Principal will oversee the resolution process;
  
  
  • The Principal will address the complaint. Written complaints should be sent via email to [email protected]

We take the following steps towards successful complaints resolutions:

• Documenting the grievance:
  Involving the relevant personnel unless they are the subject of the complaint;
• Investigating and resolving the issue:
  
  • We commit to addressing concerns within 2 to 5 working days of receipt.
  • You will receive updates on the progress within 10 working days and an estimated timeline for resolution.
  • Whenever possible, resolutions will be achieved within 20 working days. Should this timeframe not be feasible, we will communicate the reasons for the delay and propose an alternative resolution timeline.
• Dissatisfaction with the resolution:
  If you remain dissatisfied, you may escalate the matter to the Strata Community Association (NSW) or Fair Trading for further review. They will assess the complaint's scope for investigation.

Please refer to the SCA (NSW) Code of Ethics (Constitution Rule 40) for additional guidance.