NSW Fair Trading Commissioner Natasha Mann described the findings as "disturbing," emphasizing that Netstrata's actions appeared to prioritize the company's interests over those of the property owners they serve. The review examined 60 of the 1,200 strata plans managed by Netstrata across New South Wales between January 2022 and March 2024.
One of the most alarming discoveries was the relationship between Netstrata and its wholly owned insurance subsidiary, Strata Insurance Services (SIS). The review found that SIS received 67% of the total value of Netstrata's insurance services. Clients were informed that opting out of using SIS would result in a 25% increase in management fees. Moreover, SIS's brokerage fees averaged 21.9% of premium prices, significantly higher than the industry average of 9.4%. In some instances, these fees reached as high as 69%.
Further scrutiny revealed that Netstrata received substantial payments from SIS, including a $5.8 million 'business service fee,' a $1.4 million 'management fee,' and a $217,000 'facility fee' during the two-year review period. These transactions were not disclosed to clients, circumventing transparency requirements.
In response to these findings, McGrathNicol made 22 recommendations aimed at improving Netstrata's practices. Key suggestions included implementing a firm-wide conflict of interest policy and requiring all staff to sign annual conflict of interest declarations. Enhancing fee disclosures and increasing transparency around commercial arrangements were also emphasized.
Netstrata has disputed the findings of the McGrathNicol report, asserting that the fees received from suppliers were for services provided and not commissions or kickbacks. However, the revelations have sparked broader discussions about the need for greater transparency and accountability within the strata management industry.
For property owners, this case underscores the importance of vigilance and due diligence when selecting and working with strata management companies. Ensuring that management firms adhere to ethical practices and disclose all relevant financial arrangements is crucial in protecting the interests of property owners and maintaining trust within the industry.
