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SELECT Strata Communities is a network of Member firms, domiciled and operating from our Kew East Headquarters. Each Member firm is individually owned and operated by a Member firm Director.
SELECT Strata Communities and its Member firms (“SELECT”) care about the standard of professional management services provided to clients and customers. We also care about your experience in your dealings with our staff and third-party suppliers. This policy aims to maintain and enhance our reputation of providing you with high quality services by providing you with a clear outline of how any complaint you may have in relation to our services, staff or suppliers, will be managed.
SELECT is committed to being responsive to the needs and concerns of our customers and to resolving your complaint as quickly as possible. The Owner/Director of each SELECT Member firm, or their responsible delegate, is the person responsible for hearing and actioning your complaint.
This policy has been designed to provide guidance to both our clients, customers and staff on the manner in which SELECT receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.
The objective of this policy is to ensure:
In this policy, a complaint means an expression of dissatisfaction by a customer relating to the provision of professional strata management services provided by us.
If you are dissatisfied with a management service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable doing this or consider the relevant staff member may be unable to address your concerns, you can lodge a complaint with us in one of the following ways:
If we receive your complaint verbally and if we consider it appropriate, we may ask you to put your complaint in writing.
When we are investigating your complaint, we will be relying on information provided by you and information we may already be in possession of. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:
Our Front Desk Administrators will direct your complaint to the relevant Director of the SELECT Member firm, to whom your complaint should be referred. All complaints are heard and actioned by the relevant SELECT Member Director or their delegate.
When taking a complaint, our Front Desk Administrators will record your name and contact details and your intentions to make a complaint. Please note, all complaints are heard and actioned by SELECT Directors, not our Front Desk Administrators.
Our Front Desk Administrators will take your contact details and the matter will be referred to a SELECT Member Director, or their delegate, via email. The Director (or delegate) will then contact you to hear the nature of your complaint and record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
As part of our ongoing improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.
If you lodge a complaint, we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to disclosure.
Where a third-party supplier, such as a trade contractor, was involved in the provision of your strata management services, we may be required to speak with them to fully investigate your complaint.
Where your complaint involves a third-party supplier, your personal information such as your name, will need to be disclosed to the third-party, but only for the purposes of investigating your complaint.
SELECT Strata Communities is committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.
We will acknowledge receipt of your complaint within three (3) business days of receipt. Once your complaint has been received, we will undertake an initial review of your complaint.
There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. In such circumstances we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.
We are committed to resolving your complaint within 10-business days of you lodging your complaint, however, this may not always be possible on every occasion. If we have sought clarification or additional documentation from you and we are waiting on you to provide this information, we may not be able to meet our 10-business day finalisation commitment. In such circumstances upon receipt of your clarification or additional documentation we will indicate to you when we expect to be able to finalise your complaint.
Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally. You have the right to make enquiries about the current status of your complaint at any time by contacting us.
If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.
We will also treat our staff member objectively by:
If your complaint is currently being investigated by a relevant federal or state consumer protection regulator or law enforcement agency (E.G., Victoria Police), we may cease to take further action in relation to your complaint pending finalisation of any regulator or enforcement agency investigation.
SELECT will assist any agency with their investigations.
Where possible, we will attempt to resolve your complaint at the first point of contact with a SELECT Member Firm Director, or their delegate. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.
If you are not satisfied with how your complaint has been handled, or the resolution provided by us, you can request us to escalate your complaint to the SELECT Board of Directors.
The SELECT Board of Directors’ approach will be to attempt to resolve your complaint through consultation, by working with both you and us, to determine the relevant facts to promote a resolution of the matter.
The SELECT Board of Directors will remain open and impartial throughout any consultation process and consider your complaint and our actions, in attempting to resolve your complaint on their merits.