Communication policy

1. Purpose: To avoid confusion and ensure compliant record keeping, deliver instructions to PILOT via meeting minutes, (electronic) voting ballots, or an email from the Chairperson. This ensures clear actions and prevents frustration or mishaps.
    

2. Scope: This policy applies to all communications related to Owners Corporation affairs, including emails, letters, phone calls, and meetings. Communications should be brief, respectful, and relevant to operations. All members should resolve issues amicably.
    

3. Channels of communication: Lot owners, residents, and stakeholders are encouraged to communicate with the OC primarily through the following channels:
    

   • Website: Our primary communication channel. Use digital forms on pilotbodycorp.com.au for requests like maintenance, proxy forms, Owners Corporation Certificates, key/fob/remote orders, and architectural variances/change of use.

     • Maintenance requests

     • Proxy form

     • Owners Corporation Certificates

     • Key/Fob/Remote order

     • Architectural variance / Change of use

     • OC Records request

     • Supplier registration

     • Real estate signboard application

     • Insurance lot use updates
        

   • Portal: Lot owners can check their account balances, access important building/community documents and make online payments via DEFT Payment Systems (Macquarie Bank) through the online portal. Click the portal link available at pilotbodycorp.com.au
      

   • Email Communication (Non-Urgent matters): Emails should be sent to the designated Owners Corporation email address mail@pilotrealestate.com.au. Emails must include a clear and specific subject line to facilitate effective communication. The Owners Corporation will endeavour to respond to all emails within 5 business days
      

   • Phone: Urgent matters affecting health/safety/security of the common property or the building occupiers should be reported immediately during business hours Monday-Friday 9am-5pm.  Urgent matters reported during office hours will be addressed immediately, while those reported outside office hours will be addressed on the next business day.
      

   • Meetings: Residents may attend scheduled General meetings and forums organised by the OC to discuss community issues, participate in decision making and share feedback.
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4. Frequency of Communication: Routine communication should not exceed more than one email per week from each lot owner to the Owners Corporation, except in urgent situations. Excessive emails beyond this frequency may be addressed collectively in a periodic communication from the Owners Corporation.
    

5. Meeting Communications: Formal issues and concerns should be reserved for discussion during regular Owners Corporation meetings. An agenda item request must be submitted at least 10 days before the meeting to be included in the agenda.
    

6. Respectful Communication: All communication between lot owners, residents, and stakeholders should be conducted in a respectful and professional manner. Offensive, abusive, or harassing language will not be tolerated and may result in action being taken to restrict communication from you.
    

7. Confidentiality and Privacy: All communications must respect privacy and confidentiality. Personal information shared with the owners corporation will be kept confidential and used only for property management purposes. Sensitive issues should be communicated directly to the Owners Corporation manager or chairperson, not discussed in communal communications.
    

8. Documentation of Communication: The strata manager will maintain records of all communication with lot owners, residents, and stakeholders, including inquiries, responses, and resolutions. These records will be used to track communication trends, address recurring issues, and ensure accountability.
    

9. Dispute Resolution: In the event of disagreements or disputes arising from communication issues, lot owners and residents are encouraged to follow the dispute resolution process outlined in the Owners Corporations Rules.
    

10. Updates and Feedback: This policy may be reviewed and amended periodically to ensure it remains effective and relevant to the needs of the Owners Corporation.

 

By adhering to these communication guidelines, we can foster a transparent, respectful, and cooperative community.