Dealing with strata management issues can be frustrating when you feel your concerns aren’t being addressed. As Perth strata specialists, we understand the challenges many owners face when things go wrong. This guide outlines the proper channels for raising complaints about strata management in Western Australia.
First Steps: Direct Communication
Before escalating your complaint, we recommend following these initial steps:
- Speak directly with your strata manager about your concerns
- Document all communication in writing, including dates and details
- Review your strata company’s complaint handling procedure
- Request a formal response within a reasonable timeframe (typically 14 days)
Many issues can be resolved through clear communication at this stage, saving time and stress for all parties involved.
Escalation Within the Management Company
If your strata manager hasn’t adequately addressed your concerns, the next step is to escalate within their organisation.
Contact the director or senior manager of the strata management company. Outline your previous attempts to resolve the issue and request intervention. Most reputable strata management companies have formal complaint-handling procedures designed to address client concerns before they escalate further.
Strata Community Association WA
The Strata Community Association WA (SCA WA) is the professional body for strata managers in Western Australia. While they cannot force a resolution, they can provide guidance and, in cases involving their members, may assist with mediation.
For complaints about SCA WA members, you can:
1. Submit a formal complaint through their website
2. Provide all relevant documentation and correspondence
3. Allow time for the association to investigate and respond
State Administrative Tribunal (SAT)
The SAT handles strata disputes in Western Australia and has the authority to make binding decisions. This is typically the most formal avenue for complaints that cannot be resolved through other channels.
The SAT can address issues including:
- Breaches of strata management contracts
- Failure to comply with the Strata Titles Act
- Disputes about strata company funds
- Enforcement of bylaws
Applications to the SAT require payment of a fee, and the process can take several months depending on the complexity of your case.
Consumer Protection WA
For complaints related to potential breaches of Australian Consumer Law, Consumer Protection WA can investigate. This might include misleading conduct, false representations, or unfair contract terms.
Changing Strata Managers
If your concerns remain unresolved, the strata company (through the council of owners) has the right to terminate the contract with the current strata manager and appoint a new one, subject to the terms of your management agreement.
This process typically requires:
1. A council meeting to discuss the issues
2. A formal resolution to terminate the current contract
3. A tender process to select a new strata manager
Read more: How to Change Strata Management Companies
Preventing Future Issues
At Perth Strata Co, we believe prevention is better than cure. When selecting a strata manager, look for the following green flags:
- Clear communication protocols
- Transparent fee structures
- Responsive service guarantees
- Regular reporting commitments
- Local Perth expertise and accessibility
Navigating strata complaints can be complex. Our team at Perth Strata Co. specialises in providing straightforward strata management with clear communication and transparent processes. If you’re experiencing ongoing issues with your current strata management, we’re happy to discuss how a different approach might better serve your property’s needs. Contact us.
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