1. Purpose
Smarter Communities is committed to maintaining professional, respectful, transparent and efficient communication with owners, residents, committee members, contractors, suppliers and employees. This policy establishes communication standards that:
- Deliver consistent customer service.
- Support positive relationships with stakeholders.
- Promote professional conduct.
- Protect employee wellbeing.
- Ensure timely and effective management of enquiries and requests.
- Comply with relevant privacy and legislative obligations.
2. Scope
This policy applies to:
- Owners and lot owners
- Committee members
- Residents and tenants
- Building managers
- Contractors and suppliers
- Smarter Communities employees
- Third-party representatives acting on behalf of stakeholders
3. Guiding Principles
Our communication will be in line with our values of Honesty, Quality, Innovation and Collaboration:
- Professional: We communicate respectfully, courteously and objectively at all times.
- Responsive: We aim to acknowledge and action enquiries within appropriate service standards.
- Transparent: We provide accurate information and clear explanations regarding processes, responsibilities and outcomes.
- Accessible: We offer multiple communication channels to meet stakeholder needs.
- Respectful: We foster constructive interactions and a safe workplace for all employees.
4. Communication Channels and Service Standards
Smarter Communities recognises that stakeholders may have different communication preferences and will, where practicable, support a range of communication methods. Our standard response commitments are:
- Emails will be responded to within three business days
- Phone calls will be returned within one business day
Where a full response cannot be provided within the target timeframe, stakeholders will receive an update advising the status of the matter.
Where available, stakeholders are encouraged to utilise the customer portal before contacting their Relationship Manager, as many records and documents can be accessed directly.
5. Emergency Communications
Emergencies related to common property requiring immediate attention include:
- Fire
- Major water ingress
- Lift entrapment
- Serious safety hazards
- Security incidents presenting immediate risk
These matters should be reported through designated emergency contacts and emergency services where appropriate. Phones after hours will be diverted to an afterhours contractor or emergency line. Emergency matters should not be reported solely by email.
6. Respectful Communication Expectations
Smarter Communities is committed to maintaining a respectful workplace. We expect all stakeholders to:
- Communicate respectfully.
- Focus on issues rather than individuals.
- Avoid threatening, abusive or discriminatory language.
- Respect reasonable service timeframes.
- Allow employees to perform their duties without harassment or intimidation.
We will likewise ensure all employees communicate professionally, respectfully and without bias.
7. Unreasonable Stakeholder Conduct
Unacceptable behaviours include:
- Personal attacks or insults.
- Aggressive or threatening behaviour.
- Discriminatory, offensive or abusive language.
- Excessive, repetitive or unreasonable contact.
- Harassing employees across multiple communication channels.
- Recording employees without consent where prohibited by law.
Where unacceptable behaviour occurs, Smarter Communities may:
- Require communication to occur in writing only.
- Limit communication to designated representatives.
- Escalate matters to senior management.
- Refuse engagement until respectful communication resumes.
- Pursue legal remedies where appropriate.
8. Managing High Volume Communications
To ensure equitable service delivery across all customers:
- Multiple emails regarding the same issue may be consolidated into a single response.
- Duplicate enquiries may not receive separate responses.
- Stakeholders are encouraged to submit all relevant information in a single communication where possible.
- Excessive contact may be managed through structured communication arrangements.
9. Committee Communications
Committee members play a critical role in decision making and governance. To support effective administration:
- Instructions should be provided in accordance with legislative requirements and delegated authority.
- Committee decisions should be documented appropriately.
- Significant requests should be submitted through formal channels.
- Communication should remain focused on governance responsibilities and strategic decision-making, rather than day-to-day operational management.
10. Complaints and Escalations
Smarter Communities recognises that clear, timely and constructive communication can help prevent matters from escalating. Where disputes or misunderstandings arise, we will seek to support early, with respectful and solution-focused dialogue. This may include:
- Identifying concerns early and clarifying any misunderstandings.
- Supporting constructive discussions between relevant parties, where appropriate.
- Representing the Owners Corporation in mediation or formal resolution processes where required and authorised.
Where a stakeholder is dissatisfied with service delivery, the following escalation pathway should be utilised:
- 1. Relationship Manager
- 2. Branch Manager or Team Leader or Licensee in Charge
- 3. State Manager
- 4. Internal dispute resolution process
- 5. External dispute resolution mechanisms where available
All complaints will be assessed fairly, objectively and confidentially. Feedback can also be shared via the Smarter Communities website: Feedback – Smarter Communities.
11. Privacy and Confidentiality
Smarter Communities is committed to protecting personal information. We will:
- Handle information in accordance with privacy legislation.
- Limit access to authorised personnel.
- Protect owner and resident data.
- Use secure systems for document storage and communication.
Stakeholders should not expect access to confidential information relating to other owners, employees or third parties unless authorised by law.
You can read more about Smarter Communities Privacy Policy here: Privacy Policy – Smarter Communities and contact privacy@smartercommunities.com.au for any enquiries.
12. Employee Wellbeing
Smarter Communities recognises that respectful communication contributes to employee wellbeing and service quality. Employees have the right to:
- Work free from bullying, harassment and abuse.
- Cease engagement with abusive communications.
- Escalate inappropriate conduct.
- Receive organisational support when managing difficult interactions.
The safety and wellbeing of our employees is a priority for Smarter Communities.
13. Continuous Improvement
Communication performance will be monitored through:
- Customer feedback
- Complaint trends
- Service delivery metrics
- Employee feedback
- Internal audits
The policy will be reviewed periodically to ensure alignment with customer expectations, legislative requirements and business objectives.
