Our Commitment

At Allied Strata, we value all feedback as an opportunity to improve our service and strengthen our relationships with clients, committees, and residents.

We are committed to handling all feedback and complaints in a structured, transparent, and timely manner, ensuring that matters are addressed decisively and fairly.

What is a Complaint

A complaint is any expression of dissatisfaction regarding:

• The standard or quality of our service 
• Actions or inaction by our team 
• Communication or responsiveness 
• Any aspect of our management or advice 

Requests for information or general service requests are not considered complaints.

How to Submit Feedback or a Complaint

To ensure your matter is assessed efficiently, we request that all complaints be submitted in writing and include:

• Your name and contact details 
• Property address and strata plan (if known) 
• Details of the matter, including relevant dates and events 
• Any supporting documentation 
• Names of any team members previously contacted 
• Your preferred outcome 

Providing complete information allows us to assess and resolve matters without delay.

Our Process

1. Acknowledgement

All complaints are acknowledged promptly upon receipt.

2. Investigation

We undertake a structured review of the matter, which may include:

• Consultation with the relevant strata manager or team members 
• Review of records, correspondence, and documentation 
• Consideration of applicable legislation, industry standards, and contractual obligations 

3. Assessment

Each matter is assessed objectively, with a focus on:

• What is reasonable and equitable in the circumstances 
• Compliance with legislative and professional obligations 
• Practical and commercially appropriate outcomes 

4. Resolution

We aim to resolve all complaints efficiently and will:

• Clearly communicate findings 
• Outline actions taken or proposed 
• Provide timeframes where further steps are required 

5. Ongoing Communication

You will be kept informed throughout the process, including progress updates and expected timeframes.

Confidentiality

All complaints are handled with discretion. Personal information is only shared where necessary to investigate and resolve the matter.

If You Are Not Satisfied

If you are not satisfied with the outcome, we encourage you to first raise your concerns with us so we can review the matter further.

If the issue remains unresolved, you may seek independent external advice or review through the appropriate regulatory or dispute resolution channels.

Our Approach

Consistent with our broader service philosophy:

• Issues are addressed early and decisively 
• Communication is clear and practical 
• Outcomes are focused, measurable, and commercially sound 
• Committees are supported with transparency and control

Submit your feedback here