Last updated June 2026.
Coastal Realty & Strata is committed to providing a high standard of service. If something has not met your expectations, we want to hear about it so we can put it right.
How to make a complaint
You can raise a complaint with us at any time by emailing [email protected] or by calling our office on 02 5542 2430. We will treat your complaint seriously and handle it confidentially.
What to include
To help us look into your complaint quickly, please include:
- Your name and the best way to contact you
- Your scheme, building or lot details
- A clear description of what happened and when
- What outcome you are looking for
How we handle complaints
We aim to make the process simple and fair. Our usual approach is to:
- Acknowledge your complaint promptly, usually within two business days
- Investigate the matter fairly and thoroughly, and ask for more detail if we need it
- Keep you informed of progress and aim to resolve the matter as quickly as we can
- Explain our decision and the reasons for it
If you are not satisfied
If we are unable to resolve your complaint to your satisfaction, you can escalate it to the relevant authority. In New South Wales, strata matters can be referred to NSW Fair Trading. In Queensland, body corporate matters can be referred to the Office of the Commissioner for Body Corporate and Community Management. You are also free to seek your own independent advice at any time.
Our commitment
We see complaints as a chance to improve. Every complaint is taken seriously and used to make our service better for the owners and committees we work with.