Complaints

 

At CNG Property, we are committed to delivering the highest standard of service and ensuring a positive experience for all our customers, stakeholders, and partners. However, we recognise that, at times, there may be concerns or issues that need to be addressed. This Complaints Policy outlines our approach to handling complaints, ensuring that they are managed efficiently, fairly, and transparently.

Our goal is to resolve all complaints promptly and professionally, fostering a culture of continuous improvement and learning. We value all feedback, as it helps us enhance our services and maintain trust and satisfaction. Through this policy, we aim to provide a clear and straightforward process for lodging, managing, and resolving complaints, ensuring that every voice is heard and respected.

How to make a complaint

If you are dissatisfied with any aspect of our service or products, you can submit a complaint by:

  • Online: Completing our online complaints form available here.
  • Email: Sending an email to complaints@CNGProperty.com.au with the word “Complaint” in the subject line.
  • Phone: Calling our customer service team on (02) 8969 3300.
  • Mail: Writing to us at:
    Att: Licensee In Charge
    PO BOX 547
    Surry Hills NSW 2010

1. What to Include in Your Complaint

To help us resolve your issue efficiently, please include:

  • Your name and contact details;
  • Strata Plan number (if known);
  • Unit/Lot Number and Property address;
  • The nature of the complaint, including any relevant dates;
  • Details of any steps you have already taken to resolve the complaint;
  • Details of conversations you may have had with us that may be relevant to your complaint, and;
  • Copies of any documentation which may be relevant

2. Our Commitment to You

Once we receive your complaint:

  • Acknowledgment: We will acknowledge your complaint within 24 hours of receipt.
  • Resolution: We aim to resolve your complaint within 28 business days. If the issue is complex or requires more time, we will keep you informed of the progress and the expected resolution date.

3. Accessibility and Special Assistance

We strive to ensure that our complaints process is accessible to all. If you require additional support (e.g., due to a disability or language barrier), please let us know, and we will provide the necessary assistance.

Complaint management process

1. When You Submit a Complaint

We will acknowledge your complaint within 24 hours. At this stage, we:

  • Record your concern in our system
  • Assign a dedicated staff member to handle your case
  • Begin our initial assessment

2. During Our Investigation (2-28 Business Days)

Our team will thoroughly look into your concerns by:

  • Reviewing all relevant information
  • Checking documentation related to your case
  • Speaking with staff members involved
  • Determining the most appropriate solution

For complex matters, this process may take up to 28 business days, but we strive to resolve most issues more quickly.

3. Reaching a Resolution (Within 28 Days)

Once we’ve completed our investigation, we will:

  • Contact you to explain the outcome
  • Put any agreed actions into place
  • Document how the matter was resolved
  • Update our internal systems

4. Who Handles Your Complaint

Your complaint will be directed to the most appropriate person:

  • Financial matters → Licensee in Charge
  • Communication or service issues → Team Leader
  • Maintenance concerns → Team Leader or Head of Maintenance
  • Administrative matters → Team Leader
  • Professional conduct → Licensee in Charge

Written complaints should be emailed to complaints@cngproperty.com.au.  Alternatively, you can complete our Complaints Form, which can be found here.

If You’re Not Satisfied

If you feel your complaint hasn’t been resolved satisfactorily, you can request that it be escalated to senior management for further review.

What if I am unhappy with the resolution?

If you are not happy with the outcomes of a complaint, you may be able to lodge a complaint with Strata Community Association (NSW) or Fair Trading, their office will determine if it has the power to investigate your complaint.

SCA (NSW) Code of Ethics (Constitution Rule 40) Please click here to read the Code of Conduct.