Complaint Handling Policy
The purpose of this document is to assist you lodge a formal complaint if you wish to do so and how
and when we will respond to your complaint.
COMPLAINT MANAGEMENT PROCESS
A person wishing to make a complaint may do so in writing to:
- The staff member they were dealing with at the time, unless you are making a complaint about this person;
- the Principal, or if the complaint is about:
- a product or service delivered by our company; the complaint will normally be dealt with by the relevant strata manager;
- a staff member, the complaint will normally be dealt with by the Principal;
- he Principal, the complaint will normally be dealt with by the Principal of your company and the Assistant Principal of your company
Written complaints should be emailed to strata@whelanproperty.com.au
PROCEDURES FOR COMPLAINT MANAGEMENT
Our Licensee in charge will be responsible for:
1. 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
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
Informing the complainant of the outcome and any options for further action if required
- 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.
SCA (NSW) Code of Ethics (Constitution Rule 40)
Please click here to read the Code of Conduct.
Strata Community Association (NSW) Professional Standards Scheme
Whelan Property Group is a proud member of SCA (NSW), the peak body for the strata sector in
NSW representing 2,000 strata managers.
The NSW Government under the Minister for Better Regulation and Innovation has approved a
Professional Standards Scheme. This formal recognition by the NSW Government is first of its kind
for the property services sector in Australia.
The scheme has been approved for an initial period of 5 years commencing from 1st July 2021. This
approval means our business Whelan Property Group, 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 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 Professional Standards 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 Whelan Property Group 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.
If you have any questions regarding the Professional Standards Scheme, please contact
strata@whelanproperty.com.au or SCA (NSW) on 02 949 8200. Alternatively, further details are
available at www.psc.gov.au
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