What should an assistant strata manager escalate?
A practical judgement guide for recognising limits early, preserving the record and giving a supervisor a useful escalation.
Escalate when a task is outside your authority or competence, creates material legal, safety, financial or reputational risk, involves conflict or complaint, or cannot meet a critical deadline. A capable escalation is early, factual and includes the decision needed—not merely a forwarded email.
Think before you act.
1. Pause and classify the risk
Identify whether the issue concerns safety, authority, money, legal interpretation, privacy, conflict, a complaint, a critical deadline or a non-routine commitment.
2. Preserve the facts
Record relevant people, dates, documents, previous decisions and what has occurred. Separate evidence from assumptions.
3. Check your authority
Review the task instruction, agency procedure, delegated authority and supervision arrangement. Assistant agents must work under required supervision and cannot perform reserved functions.
4. Frame the escalation
Tell the supervisor the issue, risk, deadline, evidence, steps taken and the decision or support required. Mark genuine urgency clearly.
5. Close the loop
Record the direction, confirm responsibility and deadline, act within that direction, and report completion or a material change.
Watch for
- Guessing because the supervisor looks busy
- Forwarding a problem without context or a question
- Promising an outcome before authority is confirmed
- Omitting facts to make the issue look simpler
Escalate when
- There is immediate safety or building risk
- A trust withdrawal, owners corporation seal or agency agreement is involved
- Legal rights, deadlines, privacy or a complaint may be affected
- You are pressured to act outside authority or competence
Source-controlled learning
Reviewed against the following current official material on 24 August 2026. Open the source to check the latest version before relying on it.
Knowing the check is useful. Practising the judgement is better.
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