Process for handling complaints and disputes.
The purpose of this document is to assist you lodge a formal complaint if you wish to do so and how and when we will respond to your complaint.
COMPLAINT MANAGEMENT PROCESS
A person wishing to make a complaint may do so in writing to:
Written complaints should be emailed to [email protected]
PROCEDURES FOR COMPLAINT MANAGEMENT
Our Licensee in charge will be responsible for:
1. Registering the complaint:
2. Investigating the complaint:
3. Resolving the complaint:
4. What if I am unhappy with the resolution?
SCA (NSW) Code of Ethics (Constitution Rule 40)
Please click here to read the Code of Conduct.
Strata Community Association (NSW) Professional Standards Scheme
Elite Strata Management is a proud member of SCA (NSW), the peak body for the strata sector in NSW representing 2,000 strata managers.
The NSW Government under the Minister for Better Regulation and Innovation has approved a Professional Standards Scheme. This formal recognition by the NSW Government is first of its kind for the property services sector in Australia.
The scheme has been approved for an initial period of 5 years commencing from 1st July 2021. This approval means our business, Elite Strata Management, must adhere to a Code of Ethics including professional standards, and is monitored by Professional Standards Australia.
What does this mean for you?
At the forefront of this scheme is a further commitment to consumers to ensure high professional standards across the strata industry in NSW. This is in line with various other initiatives across NSW, including the NSW Government plan to rebuild the construction sector and restore confidence and professionalism.
The Professional Standards Scheme will bring to our clients a range of benefits, including:
The SCA (NSW) will oversee and self-regulate the conduct of all members within a structured professional framework.
In addition to our internal complaints handling process, the Professional Standards Scheme brings a further robust and independent complaints handling process, ensuring clients can be assured of an independent review and response.
An increase in Continual Professional Development (CPD) requirements for Strata Managers and Licensees in Charge, ensuring the industry remains up to date, educated and aware of their on-going responsibilities to the consumer.
At Elite Strata Management, we are committed to supporting the strata industry, contributing to the overall improvement, and providing an excellent customer experience. The introduction of the Professional Standards Scheme will assist us in meeting these goals for our clients.