Complaints Handling Policy
At Strata Logic, we are committed to delivering the highest standard of service and ensuring a positive experience for all our customers, stakeholders, and partners. However, we recognise that, at times, there may be concerns or issues that need to be addressed. This Complaints Policy outlines our approach to handling complaints, ensuring that they are managed efficiently, fairly, and transparently.
Our goal is to resolve all complaints promptly and professionally, fostering a culture of continuous improvement and learning. We value all feedback, as it helps us enhance our services and maintain trust and satisfaction. Through this policy, we aim to provide a clear and straightforward process for lodging, managing, and resolving complaints, ensuring that every voice is heard and respected.
How to make a complaint
If you are dissatisfied with any aspect of our service or products, you can submit a complaint by:
- Online: Completing our online complaints form available here.
- Email: Sending an email to complaints@CNGProperty.com.au with the word “Complaint” in the subject line.
- Phone: Calling our customer service team on (02) 8969 3300.
- Mail: Writing to us at:
Att: Licensee In Charge
PO BOX 547
Surry Hills NSW 2010
To help us resolve your issue efficiently, please include:
- Your name and contact details;
- Strata Plan number (if known);
- Unit/Lot Number and Property address;
- The nature of the complaint, including any relevant dates;
- Details of any steps you have already taken to resolve the complaint;
- Details of conversations you may have had with us that may be relevant to your complaint, and;
- Copies of any documentation which may be relevant
Once we receive your complaint:
- Acknowledgment: We will acknowledge your complaint within 24 hours of receipt.
- Resolution: We aim to resolve your complaint within 28 business days. If the issue is complex or requires more time, we will keep you informed of the progress and the expected resolution date.
If you are not satisfied with our response, you may contact external bodies such as Strata Community Association (NSW) or Fair Trading for independent review.
4. Accessibility and Special AssistanceWe strive to ensure that our complaints process is accessible to all. If you require additional support (e.g., due to a disability or language barrier), please let us know, and we will provide the necessary assistance.
Complaint Management Process
1. When You Submit a Complaint
We will acknowledge your complaint within 24 hours. At this stage, we:
- Record your concern in our system
- Assign a dedicated staff member to handle your case
- Begin our initial assessmentf
2. During Our Investigation (2-28 Business Days)
Our team will thoroughly look into your concerns by:
- Reviewing all relevant information
- Checking documentation related to your case
- Speaking with staff members involved
- Determining the most appropriate solution
For complex matters, this process may take up to 28 business days, but we strive to resolve most issues more quickly.
3. Reaching a Resolution (Within 28 Days)
Once we’ve completed our investigation, we will:
- Contact you to explain the outcome
- Put any agreed actions into place
- Document how the matter was resolved
- Update our internal systems
4. Who Handles Your Complaint
Your complaint will be directed to the most appropriate person:
- Financial matters → Licensee in Charge
- Communication or service issues → Team Leader
- Maintenance concerns → Team Leader or Head of Maintenance
- Administrative matters → Team Leader
- Professional conduct → Licensee in Charge
Written complaints should be emailed to complaints@cngproperty.com.au. Alternatively, you can complete our Complaints Form, which can be found here.
If You’re Not Satisfied
If you feel your complaint hasn’t been resolved satisfactorily, you can request that it be escalated to senior management for further review.
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 Fair Trading, their office will determine if it has the power to investigate your complaint.
SCA (NSW) Code of Ethics (Constitution Rule 40) Please click here to read the Code of Conduct.
Strata Logic Strata Management is a member of SCA (NSW). 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 5 years, commencing from 1st July 2021. This approval means our business, Strata Logic, must adhere to a Code of Ethics including professional standards, and is monitored by Professional Standards Australia.
At the forefront of this scheme, there 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 Strata Logic, we are committed to supporting the strata industry, contributing to the overall improvement, and providing an excellent customer experience.
If you have any questions regarding the Professional Standards Scheme, please contact the correct manager depending on where you are located, or SCA (NSW) on 02 9492 8200.
Alternatively, further details are available at www.psc.gov.au.