Complaints Handling Policy

Version: July 2026
Applies to: Strata Real Estate Services (SRES)

Complaints Handling Policy

Your Strata, Our Expertise.

At Strata Real Estate Services (SRES), we believe outstanding strata management is built on professionalism, transparency, accountability and trust.

Our experienced team is committed to delivering practical advice, responsive communication and exceptional service to every Owners Corporation, Building Management Committee, Community Association and client we manage throughout New South Wales.

While we strive to provide the highest standard of service, we recognise that concerns may occasionally arise. We welcome feedback and complaints as an opportunity to resolve issues promptly, improve our services and strengthen the relationships we build with our clients.

Every complaint is treated seriously and managed fairly, respectfully, confidentially and in accordance with our legal and professional obligations.

This policy explains how SRES receives, investigates and resolves complaints and the options available should you remain dissatisfied after our internal review process.

Purpose

Strata Real Estate Services (SRES) is committed to providing professional, ethical and responsive strata management services. We recognise that complaints provide valuable feedback and an opportunity to improve our services.

This policy establishes the process for receiving, investigating and resolving complaints in a fair, timely and transparent manner.

This policy has been developed having regard to the:

• Property and Stock Agents Act 2002 (NSW)
• Property and Stock Agents Regulation 2022 (NSW)
• Strata Schemes Management Act 2015 (NSW)
• Strata Schemes Management Regulation 2016 (NSW)
• SCA (NSW) Code of Ethics
• SCA (NSW) Professional Standards Scheme

Our Commitment

SRES is committed to:

• treating every complainant respectfully, fairly and impartially;
• acknowledging complaints promptly;
• investigating complaints objectively;
• keeping complainants informed throughout the process;
• resolving complaints wherever reasonably possible;
• protecting the privacy and confidentiality of all parties;
• maintaining records of complaints and outcomes; and
• using complaint information to continually improve our services.

A person who makes a genuine complaint will not be disadvantaged or treated adversely for doing so.

What is a Complaint?

A complaint is any expression of dissatisfaction regarding our services, conduct, communication, decisions or actions where a response or resolution is expected.

Examples include complaints relating to:

• customer service;
• communication;
• delays;
• financial administration;
• repairs or maintenance coordination;
• meeting administration;
• legislative compliance;
• conduct of staff; or
• any service provided by SRES.

This policy does not apply to disagreements between owners or occupiers that are outside the authority of SRES to determine.

Who May Make a Complaint?

A complaint may be made by:

• an Owners Corporation;
• Building Management Committee;
• Community Association;
• owner;
• occupier;
• committee member;
• contractor;
• supplier; or
• any person affected by the services provided by SRES.

How to Lodge a Complaint

Complaints should be made in writing wherever possible.

Written complaints may be submitted by:

Email: admin@stratares.com.au

To assist us in identifying your correspondence promptly, we recommend including “Official Complaint” in the email subject line.

Please include:

• your name and contact details;
• the scheme name or address;
• details of the complaint;
• relevant dates;
• supporting documents where applicable; and
• the outcome you are seeking.

Where appropriate, complaints should first be raised with the Strata Manager responsible for the scheme. If the complaint concerns that person, or you are dissatisfied with their response, the complaint should be directed to the Licensee in Charge or Principal.

Our Complaint Handling Process

Step 1 – Acknowledgement

We will acknowledge receipt of your complaint, generally within two (2) business days.

Your complaint will be recorded in our Complaints Register and assigned to the appropriate person for assessment.

Step 2 – Assessment

The complaint will be reviewed to determine:

• the issues raised;
• whether additional information is required;
• the appropriate person to investigate;
• whether the complaint involves legislative obligations;
• whether immediate action is required.

Where appropriate, we may contact you for further information.

Step 3 – Investigation

Complaints are investigated fairly and impartially.

This may include:

• reviewing agency records;
• reviewing correspondence;
• interviewing relevant staff;
• consulting contractors or committee members;
• obtaining legal or specialist advice where necessary.

Where the complaint concerns the conduct of a staff member, that person will be given an opportunity to respond.

Where the complaint involves the Licensee in Charge or Principal, another senior representative or appropriately independent reviewer will manage the investigation.

Step 4 – Resolution

Our aim is to resolve complaints as efficiently as possible.

Where practicable:

• progress updates will be provided if an investigation is likely to exceed ten (10) business days;
• most complaints will be resolved within twenty (20) business days.

Where additional time is required due to complexity, legal advice, third-party involvement or other circumstances outside our control, we will advise you of the reason and the anticipated timeframe.

Possible outcomes may include:

• explanation or clarification;
• apology;
• correction of an error;
• review of a decision;
• implementation of corrective action;
• process improvements;
• staff training; or
• another appropriate resolution.

Internal Review

If you are dissatisfied with the outcome of your complaint, you may request an internal review by the Licensee in Charge or Principal (where they were not the original decision-maker).

The review will consider:

• whether the complaint was investigated appropriately;
• whether all relevant information was considered; and
• whether the outcome was reasonable.

External Review Options

If you remain dissatisfied after our internal complaints process has concluded, you may seek assistance from the appropriate external body.

Depending upon the nature of the complaint, this may include:

• NSW Fair Trading;
• Strata Community Association (NSW), where the complaint relates to obligations under the SCA (NSW) Code of Ethics or Professional Standards Scheme;
• NSW Civil and Administrative Tribunal (NCAT), where the matter falls within its jurisdiction under the Strata Schemes Management Act 2015.

Nothing in this policy limits any rights available under applicable legislation.

Complaints Involving Legislative or Regulatory Matters

Where a complaint alleges a serious breach of legislation, trust accounting obligations, professional misconduct, or other regulatory requirements, SRES will take appropriate action consistent with its legal obligations.

Where required by law, SRES may cooperate with NSW Fair Trading or other regulatory authorities.

Privacy and Confidentiality

Complaints will be managed confidentially to the extent permitted by law.

Information will only be disclosed where necessary to:

• investigate the complaint;
• obtain professional advice;
• comply with legislative obligations; or
• respond to regulatory authorities.

Personal information will be handled in accordance with applicable privacy legislation and our Privacy Policy.

Record Keeping

SRES maintains a Complaints Register recording:

• the date received;
• complainant details;
• nature of the complaint;
• investigation undertaken;
• outcome;
• corrective actions implemented;
• date finalised.

Complaint records are retained in accordance with legislative requirements and our document retention policies.

Continuous Improvement

Complaints are reviewed periodically to identify:

• recurring issues;
• opportunities for service improvement;
• training requirements;
• risk management improvements; and
• enhancements to our policies and procedures.

We regard constructive feedback as an important part of continually improving the service we provide to our clients.

Legislative Compliance

This policy supports SRES’s obligations under applicable New South Wales legislation, including the Property and Stock Agents Act 2002, Property and Stock Agents Regulation 2022, Strata Schemes Management Act 2015, Strata Schemes Management Regulation 2016, and the professional standards expected of members of the Strata Community Association (NSW).

Policy Review

This policy will be reviewed periodically and updated as required to reflect legislative changes, regulatory requirements and industry best practice.

Related Policies & Resources

To assist our clients, the following policies and resources are available:

SRES Policies

• Privacy Policy
• Terms of Appointment / Strata Management Agency Agreement
• Code of Conduct
• Complaints Handling Policy

NSW Government

If you are unable to resolve your concerns through our internal complaints process, NSW Fair Trading provides information, complaint handling and dispute resolution services for consumers and property professionals.

NSW Fair Trading – Real Estate, Strata and Property Management Complaints

Lodge a Complaint with NSW Fair Trading

Strata Community Association (NSW)

As a proud member of the Strata Community Association (NSW), SRES is committed to maintaining the highest standards of ethics, professionalism and consumer protection.

Further information is available from:

• SCA (NSW) Professional Standards Scheme
• SCA (NSW) Code of Ethics
• SCA (NSW) Complaint Management Process

Our Commitment

At SRES, complaints are viewed as opportunities to improve—not inconveniences.

By listening, investigating thoroughly and acting fairly, we continually strengthen our systems, improve our service delivery and ensure we continue to deliver on our commitment:

Your Strata, Our Expertise.