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Complaints Handling Policy

At TCM Strata, we take complaints seriously. We aim to resolve concerns quickly, fairly, and in a way that improves our service to all clients.

 
How to Lodge a Complaint

If the complaint is about:

  1. A service delivered by our company – the complaint will generally be dealt with by the relevant Strata Manager, or the General Manager.
  2. A Strata Manager, or other staff member – the complaint will generally be dealt with by the General Manager or Licensee in Charge (NSW)
  3. The Managing Director – the complaint will be handled jointly by the Managing Director, General Manager and Licensee in Charge.
 
Submit in Writing

Please send your complaint to info@tcmstrata.com addressed to: 

  1. The relevant Strata Manager; or
  2. General Manager; or
  3. The Licensee in Charge (NSW office)                               
 
Addressing a Complaint

Our General Manager / Licensee in Charge will be responsible for:

1.      Registering the Complaint:   

  • Recording the complaint in the company complaints register; and
  • Informing the complainant that their complaint has been received and providing them with information on the process and time frame.

 

2.      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.

 

3.     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 unhappy with the resolution, you can contact the following organisations for advice:

  • Queensland – Office of Fair Trading (QLD)
  • New South Wales – Strata Community Association (SCA NSW) or NSW Office of Fair Trading

 

Our Commitment to Professional Standards

TCM Strata are proud members of Strata Community Association and follow the SCA (NSW) Code of Ethics (Constitution Rule 40) – click here to review.

In New South Wales, this includes compliance with the SCA (NSW) Professional Standards Scheme, monitored by Professional Standards Australia.

The NSW Government under the Minister for Better Regulation and Innovation approved this scheme for five years from 1 July 2021. This formal recognition by the NSW Government is first of its kind for the property services sector in 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 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 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 TCM Strata, we are committed to supporting the strata industry, contributing to the overall improvement, and providing an excellent customer experience. The introduction of the Professional Standards Scheme will assist us in meeting these goals for our clients.

 

Contacts

If you have questions about our Complaints Handling Policy, please contact us at info@tcmstrata.com.

If you have any questions regarding the Professional Standards Scheme, please contact info@tcmstrata.com or SCA (NSW) on 02 949 8200. Alternatively, further details are available at www.psc.gov.au.