Should your expectations of Capstone Strata not be met, we encourage you to let us know. We are committed to listening to your feedback and remedy any concerns in a structured manner.

 

Complaint Management Process 

Please include the following details with your written complaint to us:

(a) Your name and contact details;

(b) The building your complaint relates to;

(c) The nature of the complaint;

(d) Details of any steps you have taken to resolve the complaint;

(e) Any relevant documents that may assist us to assess your complaint.

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Please submit your complaint to complaints@capstonestrata.com.au​​

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Procedures for Complaint Management

We have a structured process for addressing any complaints received.

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We listen

We will acknowledge receipt of a written complaint in writing and will provide information about the process and time frame.

We record

We record the complaint in our complaints register, which ensures the complaint is tracked from receipt through to an outcome.

We investigate

Within 7 business days of receipt, complaints are investigated objectively on the basis of the information provided.

We act

When appropriate, strategies to mitigate a repeat of the issue will be implemented.

We respond

We will reply to the complainant via email within 10 working days to advise the outcome of the investigation and any actions taken to resolve the complaint