Facility Management Victoria

Freshwater

If a noise complaint is made to Concierge by a resident about another apartment, Concierge must acknowledge the complaint and action as follows:

• Concierge to investigate the complaint and record all details including name and apartment number of the resident making the complaint.
• Take the mobile with you and go to the corridor/ door of the apartment where the supposed noise is coming from.
• Quietly listen and ascertain if correct.
• If correct return to the desk and call the relevant apartment from the intercom.
• Advise that you are receiving complaints from fellow residents of excessive noise and that you can also confirm that the noise levels are to high.
• Request that the music/ noise level be reduced immediately.
• After 10 minutes investigate the corridor/ door again to make sure they have done so.
• If they do not answer the intercom take the phone and lift key and go to the level. Hold the lift at level (manual) to allow for quick exit by you if necessary.
• Knock on the door.
• Ask to speak to resident and advise of the situation.
• Request that noise levels are reduced.
• Go back after 10 minutes to make sure.
• If not call 000 advise that there is a non emergency police request to attend.
• Wait to hear from Police and follow their instructions.
• Log All Details.
• If not correct call back resident making complaint and say that you have been to the apartment and cannot hear excessive noise. Advise that you have recorded the complaint and will monitor the situation every 30 minutes.
• Request that they email or write down their grievance and forward it to the Building Manager.

Balencea

If a noise complaint is made to Concierge by a resident about another apartment, Concierge must acknowledge the complaint and action as follows:

• Concierge will investigate where noise is coming from so they can try to ascertain the cause.
• This may require Concierge to enter the apartment of the resident making a complaint, so that they can witness/hear the actual noise first hand and determine where it may be coming from.
• Once identified, Concierge will advise the resident of the apartment in question that a complaint was made as this gives them the opportunity to stop any behaviour that may be causing the noise.
• Concierge will log their observations and action taken so that the issue is documented for future reference.
• If required, a print off of logged complaint to be copied/downloaded and placed in each resident’s file.
• If a history develops and the resident is a tenant the matter will be reported to their Leasing Agent to deal with them directly.
• If a history develops and the resident is an owner the Owners Corporation will be notified and become involved in settling the matter.

Escalation/Violence

If a situation should turn violent, Concierge must immediately call the Police to attend on 000

Environment Protection (Residential Noise) Regulations:

Note: The prohibited times apply when the noise can be heard from inside a habitable room of another residential premises.

Property Name02/03/2016