How to raise a complaint.

Purpose

This policy sets out how complaints are received, investigated, and resolved at Capstone Strata. It is written to ensure compliance with NSW strata laws and the SCA (NSW) Professional Standards Scheme — and to provide a clear, fair and timely process for our clients and stakeholders.

Scope

This policy applies to:

• all strata clients, lot owners, residents and owners corporations we work with;
• all staff and contractors of Capstone Strata;
• any complaint about our services, our staff's conduct, a consultation process we ran, or our internal practices.

What you can complain about

You may make a complaint about:

• the delivery of any service provided by Capstone Strata;
• the behaviour or conduct of a staff member;
• the outcome or handling of a consultation process, where the process itself was flawed or improperly conducted;
• any internal matter affecting the quality of our service to you;
• an alleged breach of the SCA (NSW) Code of Ethics.

Please note: a disagreement with a decision of an owners corporation or strata committee is not, on its own, a complaint about Capstone Strata — unless our process in arriving at that decision was defective.

How to lodge a complaint

A complaint may be made verbally or in writing. We strongly prefer it in writing, so the details are recorded accurately from the outset.

You can direct your complaint to:

• the staff member you have been dealing with, unless the complaint is about that person;
• the relevant strata manager, where the complaint concerns a service delivered by Capstone Strata;
• the Licensee-in-Charge, where the complaint is about a staff member or about a financial matter;
• the Managing Director, where the complaint is about the Licensee-in-Charge or a senior member of the team.

Written complaints can be:

• emailed to complaints@capstonestrata.com.au;
• posted to Capstone Strata Pty Ltd, Level 7, 9 Help Street, Chatswood NSW 2067; or
• raised by phone on 02 9844 5435 and followed up in writing.

How we handle complaints

The Licensee-in-Charge is responsible for overseeing each complaint through to resolution.

Step 1 · Registration

• Every complaint is entered into our internal complaints register.
• Within 5 working days of receipt, we acknowledge the complaint in writing and outline the process and expected time frame.

Step 2 · Investigation

• The Licensee-in-Charge appoints an appropriate staff member to review and investigate the complaint.
• Within 10 working days of receipt, we write to you with an update on the status of the investigation and the expected time frame for resolution.
• Most complaints are resolved within 20 working days. If more time is needed, we will tell you why and give you a revised time frame.

Step 3 · Resolution

• A decision is made — or the matter referred to the appropriate person for decision — and you are notified of the outcome in writing.
• If applicable, the notification will include your rights to escalate the matter further.

If you are not satisfied

If you are not satisfied with our handling or outcome, you may escalate the complaint to:

• NSW Fair Trading — fairtrading.nsw.gov.au
• Strata Community Association (NSW) — via the Professional Standards Scheme, for independent review.

Each body will determine whether it has the power to investigate your complaint. You are also free to raise concerns directly with these bodies at any point — the internal process above is offered, not required.

Record keeping and confidentiality

• All complaints and related correspondence are recorded and retained for seven years in a confidential, restricted-access register.
• The register includes: the complainant's details, the nature of the complaint, the actions taken, the resolution date, and the complainant's response.
• Access to the register is limited to the Licensee-in-Charge and authorised personnel only.

Our professional standards commitment

As a participating member of the SCA (NSW) Professional Standards Scheme, Capstone Strata commits to:

• upholding the highest standards of professional conduct;
• adhering to the SCA (NSW) Code of Ethics and ongoing Continuing Professional Development (CPD) obligations;
• ensuring our clients have access to both internal and independent external complaint resolution mechanisms.

About the Professional Standards Scheme

The NSW Government, under the Minister for Better Regulation and Innovation, has approved a Professional Standards Scheme for the strata sector — the first formal recognition of its kind for the property services sector in Australia. The scheme is approved for an initial period of five years commencing 1 July 2021, and is monitored by Professional Standards Australia.

The benefits for our clients include:

• SCA (NSW) oversees and self-regulates the conduct of all members within a structured professional framework.
• In addition to our own complaint handling process, the scheme provides a robust, independent process — so clients can be assured of an independent review and response.
• Increased CPD requirements for strata managers and Licensees-in-Charge, keeping the industry educated and accountable to consumers.

Capstone Strata Pty Ltd · ABN 83 628 957 870
Liability limited by a scheme approved under Professional Standards Legislation.