Our mission is to support innovative community living and provide an exceptional customer experience to our clients.  We would love to hear any positive feedback you have regarding our team.

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We also want to know when we didn’t get it right.  Your constructive feedback is just as important to us, so we can address and rectify any issues.  This allows us to grow and learn professionally and improve our service to you. 

Our complaints handling policy.

 

If you are wanting to make a formal complaint, you must send the complaint to us in writing. 

Please direct your written complaint to Kristie Pike as Licensee in Charge via email at kpike@ptstrata.com.au

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Our Licensee in Charge will:

 

1. Register your complaint.

Your complaint will be registered in our formal complaints register and you will receive a preliminary response outlining when you can expect your complaint to be investigated and formally responded to.

 

2. Investigate your complaint.

Your complaint will be investigated within 5 business days of it being received and you will receive written confirmation of what is being done to investigate and resolve the complaint, including the expected timeframe for resolution.Complaints will generally be investigated and resolved within 10 business days of being received however, if we cannot meet this timeframe, we will inform you of the reasons why and provide an alternative timeframe for resolution.

 

3. Resolve your complaint.

You will be informed of the outcome of the investigation, the proposed resolution and of any options for further action if required.

 

We believe in fair and transparent dispute resolution.  We will keep you informed at every step of the complaint investigation process to ensure a satisfactory outcome for all stakeholders.

 

What if I am unhappy with the resolution?

If you are not happy with the outcome of your complaint, you may be able to lodge a complaint with Strata Community Association (NSW) or Fair Trading.  Each respective office will determine if it has the power to investigate your complaint.