Bay Strata

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Complaint Management

Complaint Management Process

The purpose of this document is to assist you in lodging a formal complaint, should you wish to do so, and to explain how and when Bay Strata Pty Ltd will respond to your complaint.

Making a Complaint

A person wishing to make a complaint may do so in writing to:

  • The staff member they were dealing with at the time, unless the complaint relates to that staff member; or
  • The Principal, if the complaint relates to a particular staff member.

Written complaints should be emailed to: admin@baystrata.com.au

Procedures for Complaint Management

Our Licensee in Charge will be responsible for managing the complaint process as follows.

1. Registering the Complaint

We will:

  • Register the complaint in our company complaints register.
  • Inform the complainant that their complaint has been received.
  • Provide the complainant with information about the complaint process and expected timeframes.

2. Investigating the Complaint

We will:

  • Examine the complaint within 5 working days of receiving it.
  • Inform the complainant by email within 10 working days of receiving the complaint about:
    • What is being done to investigate and resolve the complaint; and
    • The expected timeframe for resolution.
  • As far as possible, complaints or appeals will be investigated and resolved within 20 working days of being received.

If this timeframe cannot be met, the complainant will be informed of the reasons why and advised of an alternative timeframe for resolution.

3. Resolving the Complaint

We will:

  • Decide on the complaint, or refer it to the appropriate person for a decision, within 20 working days of receiving the complaint.
  • Inform the complainant of the outcome.
  • Advise the complainant of any options for further action, if required.

4. What if I Am Unhappy With the Resolution?

If you are not satisfied with the outcome of a complaint, you may be able to lodge a complaint with:

  • Strata Community Association (NSW); or
  • NSW Fair Trading.

SCA (NSW) Code of Ethics

SCA (NSW) Code of Ethics — Constitution Rule 40. Please click here to read the Code of Conduct .

Strata Community Association (NSW) Professional Standards Scheme

Bay Strata Pty Ltd is a proud member of Strata Community Association (NSW), the peak body for the strata sector in NSW, representing approximately 2,000 strata managers.

The NSW Government, under the Minister for Better Regulation and Innovation, has approved a Professional Standards Scheme for the strata sector. This formal recognition by the NSW Government is the first of its kind for the property services sector in Australia.

The scheme was approved for an initial period of five years, commencing from 1 July 2021. This approval means our business 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 aligns with various other initiatives across NSW, including the NSW Government’s plan to rebuild the construction sector and restore confidence and professionalism.

The Professional Standards Scheme provides our clients with a range of benefits, including:

  • SCA (NSW) overseeing and self-regulating the conduct of all members within a structured professional framework.
  • A further robust and independent complaints handling process, in addition to our internal complaints handling process.
  • Assurance that clients have access to an independent review and response.
  • Increased Continuing Professional Development (CPD) requirements for Strata Managers and Licensees in Charge.
  • A stronger focus on ensuring the industry remains informed, educated, and aware of its ongoing responsibilities to consumers.

At Bay Strata Pty Ltd, we are committed to supporting the strata industry, contributing to its overall improvement, and providing an excellent customer experience.

The introduction of the Professional Standards Scheme assists us in meeting these goals for our clients.

Further Information

If you have any questions regarding the Professional Standards Scheme, please contact SCA (NSW) on:

02 9492 8200

Or visit: www.psc.gov.au