Feedback and Complaints
Westside Strata Management Feedback and Complaints
We are committed to providing consistently friendly and professional service to all our customers. If one of our team members has gone above and beyond to ensure your satisfaction, we’d love to hear about it!
However, we recognize that there may be occasions where your experience with us falls short of expectations. If this happens, please don’t hesitate to reach out to us in writing at strata@westside.net.au so we can address your concerns promptly.
Procedure for Complaint Management
Our Licensee in charge will be responsible for:
- Registering the complaint:
Registering the complaint in your companies’ complaints register
Informing the complainant that their complaint has been received and providing them with information about the process and time frame - Investigating the complaint:
We will examine the complaint within 5 working days of the complaint being received
We will inform the complainant via email within 10 working days of the complaint being received of what is being done to investigate and resolve the complaint, and the expected time frame for resolution. As far as possible, complaints or appeals will be investigated and resolved within 20 working days of being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution. - Resolving the complaint:
Deciding or referring to the appropriate people for a decision within 20 working days of the complaint being received
Informing the complainant of the outcome and any options for further action if required - 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 Fair Trading, their office will determine if it has the power to investigate your complaint.
Westside Strata is a member of the Strata Community Australia (SCA) NSW. The peak body for the strata sector in New South Wales representing over 3,000 strata managers, principals and suppliers in the sector.
Over the past four years, Strata Community Association (NSW) and the NSW Government have been working in partnership to strengthen consumer protection and restore consumer confidence.
The NSW Government has approved a Professional Standards Scheme. This formal recognition by the NSW Government is the first of its kind for the property services industry in Australia and marks the beginning of an exciting time for members of SCA (NSW).
The scheme has been approved for an initial period of 5 years commencing from 1st July 2021. This approval means strata manager members of SCA (NSW) must adhere to a Code of Ethics including professional standards and is monitored by Professional Standards Australia.
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 offers our members’ clients a range of benefits, including:
The SCA (NSW) will oversee and self-regulate the conduct of all members within a structured professional framework defined by our Code of Ethics;
- 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; and
- 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 Westside, we’re committed to striving for excellence, advancing the strata industry, fostering ongoing improvement, and delivering exceptional customer experiences. Our team participates in monthly in-house training sessions to ensure our team are informed and educated, guaranteeing we consistently provide transparent and ethical service to our valued clients.
