Complaints & Feedback

At Sara Strata, all complaints are handled professionally and without bias. If you have a concern about the service provided, I encourage you to raise it through the process below.

You can lodge a complaint by:

Email: [email protected]
Phone: 0485 007 960
Post: PO Box 1773, Warriewood NSW 2102

Please include your name, contact details, the property address, and a brief description of your concern.

Our Commitment

At Sara Strata, I aim to:

Handle all complaints courteously, confidentially, and without bias.
Provide clear information about how complaints are managed and the timeframes involved.
Resolve issues efficiently and use feedback to improve the service I provide.

How I Handle Complaints

Step 1 — Acknowledgement I will acknowledge your complaint within five (5) business days and confirm it is under review.

Step 2 — Investigation Your complaint will be reviewed promptly and impartially. I may contact you for additional information or documents.

Step 3 — Resolution I aim to resolve all complaints within twenty (20) business days. If more time is required, I will advise you of the reason and provide a revised timeframe.

Step 4 — Written Outcome Once finalised, I will provide a written response outlining the outcome, any actions taken, and the reasons for my decision.

If You're Not Satisfied

If you are not satisfied with my response, you may request a further internal review. If you remain dissatisfied after that, you may refer your complaint to one of the following external bodies:

NSW Fair Trading fairtrading.nsw.gov.au | 13 32 20
Strata Community Association (NSW) scansw.com.au | [email protected]

Record Keeping

All complaints are recorded in my Complaints Register, which captures the date, issue, actions taken, and outcome. I regularly review complaint trends to identify areas for improvement and to inform my risk management practices.

Professional Standards

Sara Strata is a member of Strata Community Association (NSW) and operates under the SCA (NSW) Professional Standards Scheme, approved under the Professional Standards Act 1994 (NSW). This Scheme provides independent oversight of professional conduct and complaints management.