Complaint Handling Policy

Complaint Management Process

If you wish to lodge a formal complaint, you may do so in writing to:

The staff member you were dealing with at the time, unless the complaint is about that person.
The Principal, in cases where the complaint is about:
- A product or service delivered by our company (handled by the relevant strata manager).
- A staff member (handled by the Principal).
- The Principal (handled by the Principal of your company and the Assistant Principal of your company).

Written complaints should be emailed to:
📧 support@directstrata.com

Complaint Management Procedures

1. Registering the Complaint

The complaint will be recorded in the company’s complaints register.
The complainant will be informed that their complaint has been received along with details of the process and expected time frame.

2. Investigating the Complaint

The complaint will be reviewed within 5 working days of being received.
The complainant will be updated via email within 10 working days, including details of the investigation and the expected resolution time frame.
Complaints will be investigated and resolved within 20 working days, where possible. If this time frame cannot be met, the complainant will be informed of the reasons and given an alternative resolution time frame.

3. Resolving the Complaint

A decision will be made within 20 working days or referred to the appropriate party.
The complainant will be informed of the outcome and any available options for further action.

What if I am Unhappy with the Resolution?

If you are dissatisfied with the outcome of your complaint, you may escalate the matter by lodging a complaint with:

📌 Strata Community Association (NSW) or Fair Trading, who will determine if they have the authority to investigate your complaint.

📞 Phone: 02 8007 7300
📧 Email: support@directstrata.com
📍 Office Address: Level 35, Tower One, 100 Barangaroo Ave, Barangaroo NSW 2138
🌐 Website: www.directstrata.com

Professional Standards Scheme & Industry Commitment

Direct Strata Management is a proud member of Strata Community Association (NSW) (SCA NSW), the leading body for the strata sector in NSW.

The NSW Government, under the Minister for Better Regulation and Innovation, has approved a Professional Standards Scheme effective from 1st July 2021 for five years. This scheme ensures that Direct Strata Management adheres to a Code of Ethics and is monitored by Professional Standards Australia.

What this means for you:

Enhanced professional standards across the strata industry in NSW.
A structured self-regulated framework for overseeing member conduct.
An independent complaints handling process for fair review and resolution.
Increased Continual Professional Development (CPD) requirements for Strata Managers and Licensees, ensuring ongoing education and accountability.

At Direct Strata Management, we are committed to maintaining high professional standards, improving industry practices, and delivering excellent customer service.

For more details about the Professional Standards Scheme, you can contact:
📧 support@directstrata.com
📞 SCA (NSW) on 02 9492 8200
🌐 Visit: www.psc.gov.au