Customer Service Standards

Strata Associates understands that our clients needs are important and, as such, each enquiry, request for action or information must be treated as a priority and a timely response provided.

Who to Contact?

Our strata managers operate in a small team environment. Each strata manager is responsible for the day to day service of a portfolio of strata schemes.

Recent industry benchmarking survey data shows that Strata Associates' managers supervise an unusually small number of schemes per strata manager. We have taken this approach in order to ensure managers have time to deal promptly with client enquiries and can actually focus their attention on proactively managing the schemes entrusted to their care.

Strata manager teams report to a team leader and the team leaders in turn report to a team director and the corporate licensee who takes ultimate legal responsibility for the supervision of the strata management team.

Each small group of managers employed by Strata Associates is supported by a strata management coordinator to whom callers will be referred when dealing with some routine matters such as address confirmations, key or swipe card enquiries and the processing of work orders to trades people and other service providers.

Levy Enquiries

If you are enquiring about your levy account you can contact the levies section of our finance department who will assist you with your enquiry. Simply direct your enquiries to levyenquiry@strataassociates.com.au or call 02 8303 2000.

Payment Enquiries

If you are seeking information concerning payment of a bill to a trades person or other service provider call our general enquiries number 02 8303 2000 and ask to be put through to the payments section.

Insurance Enquiries

If you are seeking information concerning renewal of your strata plan's insurance cover, progress of an insurance claim or require a certified copy of the current insurance coverage details please direct your enquiries to insurance@strataassociates.com.au or call the direct line for this department 02 8303 2047.

What Service Standards Can you Expect

Strata Associates is committed to a process of continuous improvement in customer service standards. Our strata managers and administration staff are also expected to meet certain minimum standards in dealing with day-to-day client communications.

Telephone Enquiries

Not all enquiries can be answered immediately however as a general rule Strata Associates employees are required to return telephone calls within two hours of receipt of a message. If they cannot provide the answer to the callers question within two hours they are, at a minimum, expected to call to acknowledge receipt of the message and agree a reasonable time frame for a response to be provided.

Written Communications

Strata Associates employees are required to respond to written communications (post, fax or email) within 24 hours of receipt of the communication.

If a matter cannot be attended to within the target time frames outlined above then within that time frame the staff member is to advise the caller of that fact and agree a time within which a specific response will be provided.

What do I do if I am not happy with the service?

General Service Standards

Simply type your complaint in the Feed Back panel in your schemes web page and press send. Your message will be sent directly to the in-box of the company Quality Manager who will acknowledge and respond to your enquiry.

Strata Management

If you are not happy with any aspect of the service provided by your strata manager we ask that you address your concerns in writing to our Corporate Licensee, John Edwards either by fax to 02 8303 9500 or by email to his address jedwards@strataassociates.com.au. Your complaint will be acknowledged promptly then investigated and a response provided as soon as practicably possible.

Accounts / Finance Sections

If you are not happy with the service provided by members of our accounts staff you are requested to address your concerns in writing to our Financial Controller Rachel Hulbert by fax to 02 8303 9500 or by email to her address rhulbert@strataasociates.com.au.

Insurance / Operations and Administration

If you are not happy with the service provided by members of the insurance services area, operations or administration staff you are requested to address your concerns in writing to our Operations Manager Greg McDonald by fax to 02 8303 9500 or by email to his address gmcdonald@strataassociates.com.au.

Customer Service Survey

On a half yearly basis all office bearing Executive Committee members receive a service response form and a reply paid envelope to return the form.

The survey process provides clients with an opportunity to detail any areas of concern to our senior management team and ensures that we are able to maintain the highest levels of customer service uniformly across the business.

To receive a copy of the customer survey form please send a request by email to gmcdonald@strataasssociates.com.au.