STRATA COMMUNITY ASSOCIATION (NSW) PROFESSIONAL STANDARDS SCHEME

Salt Strata 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, Salt Strata, 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 Salt Strata, 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 hello@saltstrata.com.au or SCA (NSW) on 02 949 8200. Alternatively, further details are available at http://www.psc.gov.au.

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;
  • 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 hello@saltstrata.com.au

PROCEDURES FOR COMPLAINT MANAGEMENT

Our Licensee in charge will be responsible for:

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

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.

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

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.

RESOURCES

We’re all playing the same game. The legislation is defined.

Everyone can arrange a meeting, send levies and arrange repairs.

We play on service.

See more here

We provide strata & community management services to select strata schemes throughout the Illawarra and immediate surrounds.

We are deliberate in the clients we represent. Our client niche;

  • High rise schemes
  • Mixed use & commercial developments
  • BMC’s
  • Larger schemes
  • Premium small scale schemes

Salt Strata is the vision of Andrew Darby to bring a new wave of service to the Illawarra region.

We are deliberate in the clients we represent and purposely limit our client intake to ensure we are available to deliver incredible service and value.

Salt Strata celebrated their official launch in August 2022.

We seek to represent strata & community schemes in the Illawarra and immediate surrounds.

Schemes located outside of this area may be considered on application, depending on location, availability of local quality service providers and other factors.

We are deliberate in the clients we represent and Salt Strata may not be for every property.

Our interests lie in a client niche of;

  • High rise schemes
  • Mixed use & commercial developments
  • BMC’s
  • Larger schemes
  • Premium small scale schemes

It is in these schemes that we feel we can deliver incredible service and value.

Are you interested in Salt Strata managing your strata property? Let’s chat so we can understand your situation and assess whether Salt Strata is the right fit for you.

The name ‘Salt Strata’ is;

  • Short
  • Strong
  • Punchy
  • Memorable
  • Descriptive
  • Easy to spell
  • References our coastal location

Indeed it is. We have a few answers for this.

Launched in 2022.
With 2 founders.
Strata schemes have a minimum of 2 lots.
And with respect we consider Salt Strata the next, or 2nd generation in how we communicate, operate and engage with our clients.

GENERAL ENQUIRIES