Our Complaints Handling Process

We’re committed to addressing concerns fairly, transparently and as efficiently as possible.

A person wishing to make a complaint may do so in writing to:

• the staff member they were dealing with at the time unless you are making a complaint about that person;

• the Principal, or if the complaint is about:

  • a product or service delivered by our company; the complaint will normally be dealt with by the relevant strata manager;

  • a staff member, the complaint will normally be dealt with by the Principal;

  • the Principal, the complaint will normally be dealt with by the Principal and the Assistant Principal

Procedures For Complaint Management

Our Licensee in charge will be responsible for:

1. Registering the complaint:

• The staff member they were dealing with at the time, unless you are making a complaint about that person;

2. Investigating and resolving your issue

•  We will examine the concern within 2 and no more than 5 working days of the concern being received

• We will inform you within 10 working days of what is being done to resolve your concern and the expected time frame for resolution.

• As far as possible, concerns will be investigated and resolved within 20 working days of being received. If this time frame cannot be met, we will inform you of why and the alternative time frame for resolution and an acceptable outcome.

3. What if I am unhappy with the resolution?

• If you are not happy with the outcomes of a complaint, you may be able to lodge a complaint with Strata Community Association (NSW) or with Fair Trading; their office will determine if it has the power to investigate your complaint.

Please click here to read the SCA Code of Ethics.