NSW 02 6659 9600 QLD 07 3846 0394

Complaint Handling Policy

The purpose of this information 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;
    • the 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 SMS Coffs Harbour.

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
  1. 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.
  1. 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
  1. What if I am unhappy with the resolution?
  • 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

SMS Coffs Harbour Pty Ltd 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, SMS Coffs Harbour Pty Ltd, 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 SMS Coffs Harbour 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 our General Manager, Kara Bond, via KaraB@smstrata.com or SCA (NSW) on 02 949 8200. Alternatively, further details are available at www.psc.gov.au.

Suppliers

Our trusted suppliers

Google Reviews

Compliments

View All Reviews

Great organisation for strata managing my investment property. Very professional and prompt replies to queries etc. Thank you :)
Maureen Rahman
Maureen Rahman
03:56 24 May 21
Easy to deal with and always get the work organized and done when it needs doing good to see our money being managed the way it should be.
Adam Retschlag
Adam Retschlag
23:46 05 Apr 21
The current body of SMS are the 4th appointment of Strata Manager for our complex. That is since 2010 when I moved in. After many thousands of our funds negligently mismanaged by previous appointments, earlier incarnation of SMS including, we believe that a current version of SMS has produced a promise of calm waters for us. As explained in recommendations by satisfied investment owners, current team at SMS has paid attention to all valid complaints and have activated an improvement schedule. From experiences so far, our Strata Committee has unfettered access to our Strata Manager and is a deciding factor in pressing for best outcome in determining our affairs. We hope to continue this new understanding between Strata Committee and SMS management; and reinforce Fair Trading Department guidelines.read more
simon grundel
simon grundel
05:13 17 Mar 21
My experience with SMS Strata Management Group, Coffs Harbour, NSW, has been a very delightful and productive, receiving quote requests from SMS Strata Management Group, their quick response to quotes sent to them, and invoice payments for work done, have been quick and easy.
David K Smith
David K Smith
19:03 08 Mar 21
I have dealt with SMS for many years but have seen a significant positive improvement in the service levels and offering from SMS in the last 12 months. Having a seasoned General Manager and highly experienced staff are crucial to the successful management of our strata plan. It’s reassuring to have such a solid, well established company taking care of our needs. They truly put clients first….. well done team.read more
Karen Millar
Karen Millar
01:04 09 Jan 20
Very friendly staff , always customer focused, i would recommend SMS strata to any one requiring strata management for their business or investment properties. We deal with them on a day to day basis as one of there trade services and always here great feedback from there clients. Keep up the great work SMS teamread more
Mike Millar
Mike Millar
05:39 17 Oct 19
We have 2 investment properties in Coffs Harbour that have been managed by Andrew for the past 5 years. Whilst we have always been happy with Andrew, in recent months, and especially following our dealings with Kara, there has been a dramatic increase in the service levels and offerings from the SMS team. In comparison to the service we receive from a much larger Strata manager in Sydney, SMS are leaps and bounds ahead and we would highly recommend them.read more
Stuart R
Stuart R
02:09 19 Sep 19
SMS knows the true meaning of customer service. They provide regular flyers about all aspects of strata which are extremely beneficial. We can now do our meetings with online voting and their client portal is a wealth of information!! Congratulations to SMS on their new website too.......it's so easy to find things! It's comforting to be involved with a company that has such an experienced, proactive and friendly team. They have been looking after my strata property on the Mid North for many many years and I would have no hesitation in recommending them. Well done guys :)read more
Margaret F
Margaret F
01:28 19 Sep 19
Quiet picnic grounds, near water
Lizette Pickering
Lizette Pickering
03:23 31 Aug 19
I have an investment property that is managed by SMS. Always find the staff polite and friendly and willing to assist me when I need help.
S Smith
S Smith
22:30 04 May 19
They have been very helpful and listen to enquiries , maintenance issues always get priority. Thank you
Kathy Tubbs
Kathy Tubbs
08:26 16 Jul 18
Brisbane

QLD Office

PO Box 550
Fortitude Valley QLD 4006
(07) 3846 0394

Coffs Harbour

NSW Office

123 West High Street
Coffs Harbour NSW 2450
1800 351 078