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News HomeABC News Homepage

NSW Fair Trading launches inquiry into strata management company Netstrata
following ABC investigation

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NSW FAIR TRADING LAUNCHES INQUIRY INTO STRATA MANAGEMENT COMPANY NETSTRATA
FOLLOWING ABC INVESTIGATION

ABC Investigations
/ By Linton Besser, Ninah Kopel, and Henry Zwartz
Posted Thu 2 May 2024 at 4:33pmThursday 2 May 2024 at 4:33pmThu 2 May 2024 at
4:33pm

Netstrata manages more than 1,000 apartment buildings across NSW.(ABC News)
abc.net.au/news/nsw-launches-inquiry-into-strata-management-firm-netstrata/103797788
Copy linkLink copied
ShareShare article

 * In short: NSW strata and property services commissioner John Minns has
   announced a review of Netstrata and its operations.
 * The ABC revealed the company Netstrata was routinely using its wholly-owned
   insurance arm to charge apartment owners insurance brokerage fees as high as
   three times the typical rate and was taking kickbacks from contractors and
   suppliers it hires.
 * What's next? A "third-party independent expert" will conduct the review. Fair
   Trading says it reserves the right to take further regulatory action.

The NSW government has announced an inquiry into one of the country's largest
strata management firms following revelations on ABC's 730 that it was charging
exorbitant insurance fees and taking an untold sum in industry kickbacks.

In March, Netstrata's managing director Stephen Brell was forced to stand aside
from his position as the state's president of the strata industry peak body
after he admitted the conduct of his firm, identified by the ABC, "made me feel
really awkward".

"I'm going to go back and look at our practices and make sure we tidy them up,"
Mr Brell told the program at the time.

On Thursday, the NSW strata and property services commissioner, John Minns,
released a statement announcing, "a review of Netstrata and its operations".

"As more NSW residents choose strata living, it is essential they have
confidence in the professionals they engage to manage what is often their most
valuable asset," he said.

"NSW Fair Trading is committed to ensuring a trusted and accountable strata
sector and this comprehensive response to the issues raised demonstrates the
commitment to achieving this."


TELL US YOUR STRATA STORIES

For years, apartment owners and advocates have raised concerns about hidden
fees, conflicts of interests, being over-charged or side-deals struck between
strata managers and contractors. Our investigation into the industry needs to
hear from you.


Read more

Although Fair Trading is the NSW government's statutory regulator, the agency
has appointed what it has described as "a third-party independent expert" to
conduct the review.

A spokesman confirmed this expert was McGrathNicol Advisory.

The government's statement said it would "support the integrity of this process"
which would result in "a detailed report".

The government did not commit to making the report public.

"The independent review will look at business structures, processes and systems,
professional practices, fees and charges, commissions and incentives, and
third-party relationships," the statement said.

"Fair Trading reserves the right to take further regulatory action."

The ABC has reported Netstrata was routinely using its wholly-owned insurance
arm to charge apartment owners insurance brokerage fees as high as three times
the typical rate – without routinely disclosing it to its clients.

The company's financial returns show that since 2015, Netstrata has banked more
than $21 million in brokerage fees, helping to generate profits over that period
totalling almost $50 million.

It has also been taking kickbacks from contractors and suppliers it hires using
the strata funds of more than 1,000 buildings, and 35,000 apartments, across the
state.

Netstrata's managing director Stephen Brell stood aside from his position as the
state's president of the strata industry peak body in March after admitting the
conduct of his firm made him feel "really awkward".(ABC News)


Mr Brell told the ABC that these "referral fees" can be "as high as 15 per
cent".

"Some go higher," he said.

Despite written pledges to identify these kickbacks in reports to owners, the
company had failed to do so.

The ABC checked several annual reports that dated as far back as 2015 and found
not a single referral fee mentioned; this failure was among the matters that
Brell pledged in his interview with 730 that he would "tidy up".

To the outrage of owners and advocates, the company's conduct appears to have
been permissible under NSW law.

Following the ABC's report, Netstrata released an official statement addressing
"the allegations made by the ABC which are of concern to Netstrata".

"We take our relationships with our customers very seriously and understand that
transparency is very important for our business and the sector," it said.

"We do apologise to our customers that may be affected by any lack of
transparency to date."

The company promised "an immediate audit" and invited Fair Trading "to conduct a
review of our practices".

Watch
Duration: 12 minutes 33 seconds12m


'A world of hidden charges': Strata company insiders reveal exorbitant fees on
homeowners.(Linton Besser)


SHARE YOUR EXPERIENCES WITH STRATA MANAGEMENT:

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Select an option

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 * Select an option
 * I own and live in a property under strata management
 * I own one or more strata-titled investment properties
 * I own a property in a building under commercial strata management
 * I work for a strata management company
 * I recently worked for a strata management company
 * I work in law, in advocacy, or for the government
 * None of these, but I have something else to share about strata management

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Posted 2 May 20242 May 2024Thu 2 May 2024 at 4:33pm
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RELATED STORIES


 * WE ASKED FOR STORIES ABOUT STRATA MANAGEMENT. THE DELUGE OF RESPONSES
   DESCRIBES AN INDUSTRY RIFE WITH SUSPECT PRACTICES
   
   


 * NETSTRATA CHIEF STANDS ASIDE FROM PEAK BODY, COMPANY APOLOGISES AFTER ABC
   REPORT REVEALS EXCESSIVE FEES
   
   


 * 'PREYING ON PEOPLE'S IGNORANCE': STRATA FIRM CAUGHT CHARGING EXCESSIVE FEES
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