Compliments & Complaints

At Fresh Strata we welcome your compliments, complaints and suggestions.

Whether you’d like to leave us a compliment about someone in our team, provide a suggestion about our procedures or make a complaint so we can fix it… we want to know!

Leave a compliment

We love to hear about your positive experiences when someone in our team makes things easier for you, saves you time and stress, or provides you with the information and support you need to make informed decisions about your strata.

We’ll pass on the compliment and make sure we keep up the good work.

Give a compliment 

Provide a suggestion

Do you have an idea on how we could improve our services or do our business differently?

Your suggestions will help us to refine and improve our policies, processes and systems, so we welcome all suggestions.

Leave a suggestion 

Make a complaint

We want to know if there’s something we can improve, or if you’re not satisfied for any reason with our services or our staff.

We take any complaints seriously and will work with you to address your complaint and try to find a solution via our Fresh Strata complaint management process.

If you would like to make a complaint you can either write to us by post or contact us by email.

By Post
The General Manager
Fresh Strata Pty Ltd
1/1 Sydenham Rd
NSW 2100

We will examine the complaint within 5 working days of the complaint being received and will inform you 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.

SCA NSW Professional Standards and Code of Ethics

As a proud member of the Strata Community Association (SCA) NSW – the peak body for the strata sector in NSW representing 2,000 strata managers – Fresh Strata abides by the SCA Code of Ethics and adheres to their Professional Standards Scheme.

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 the 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, Fresh Strata Pty Ltd, must adhere to a Code of Ethics including professional standards, and is monitored by Professional Standards Australia.

What does the SCA Professional Standards Scheme mean for Fresh Strata clients?

In addition to ensuring high professional standards across the strata industry in NSW, the Professional Standards Scheme will bring to our clients a range of benefits, including overseeing and self-regulating 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 Fresh Strata Pty Ltd, 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 or SCA (NSW) on 02 9492 8200.

Alternatively, further details are available HERE

Fresh Strata

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