How should committees communicate with owners—and prove what was sent?

One of the most common sources of conflict between committees and owners isn't major decisions — it's communication failures. Owners who feel uninformed, surprised by decisions, or unable to get a response from the committee become frustrated, and frustrated owners escalate. Notices that aren't sent properly, updates that don't go to the right people, or important decisions that owners first hear about via the building grapevine: all of these are avoidable with good communication habits.

This guide covers the practical, legal, and relational sides of committee-to-owner communication — with a focus on building a system that protects the committee and keeps owners genuinely informed.

The legal baseline: notices you must send

Before thinking about best practice, understand the minimum legal requirements. Different notices in different states have different requirements for timing, method, and content.

**AGM notices:** In most Australian states, AGM notices must be given at least 14 days before the meeting. NSW requires 14 days for an AGM. Victoria is similar. The notice must include the date, time, location, and agenda. For AGMs where owners are voting on significant matters (by-law changes, special levies, contracts above a threshold), the notice must typically include sufficient information for owners to make an informed decision.

**Levy notices:** Levy notices must be sent in advance of each levy due date. They should specify the amount due, the due date, the levy period, the bank account for payment, and the consequences of non-payment. In states where interest is charged on overdue levies, the interest rate or mechanism should be disclosed.

**By-law changes:** Proposed by-law changes must typically be notified in advance of the meeting at which they're to be voted on, with sufficient detail for owners to understand what's changing.

**Compliance-related notices:** Some compliance obligations require owner notification — for example, planned access for inspections, temporary closure of common facilities, or significant works that will affect residents.

Always check the specific requirements for your state and notice type. Getting the notice wrong — wrong timing, missing information, wrong delivery method — can invalidate the meeting or resolution it relates to.

Building a communication system that creates an audit trail

Beyond meeting minimum requirements, good communication practice creates a record that protects the committee. If an owner later claims they weren't informed about a decision, or that they never received a notice, you want to be able to demonstrate that you communicated appropriately.

Key principles for an audit-ready communication system:

**Single platform.** All formal communications should go through one system, not a mix of personal email, committee members' phones, and the occasional printed notice slipped under doors. When communications are centralised, you have a complete record.

**Logged delivery.** The system should record what was sent, when, to which recipients, by which committee member. This is your evidence that notice was given.

**Version control.** Keep the version of every notice that was actually sent, not just a draft. If a levy notice is later disputed, you need to be able to produce exactly what was sent.

**Audience targeting.** Not every notice needs to go to every owner. Maintenance updates for a specific building, notices about a particular lot matter, or committee-specific communications should be targeted appropriately. Targeting also means that when you do send broad communications, owners pay more attention — they've learned that communications from the committee are relevant to them.

Types of communications and how to handle each

**Formal legal notices (AGM, levy, by-law changes):** These should be prepared carefully against the legislative requirements for your state, reviewed by the full committee where appropriate, and sent through a delivery method that creates a clear audit record. Consider whether the notice method (email, post, portal) satisfies your state's requirements for the notice type.

**Maintenance and works updates:** Owners appreciate proactive communication about what's happening in their building. A short notice before plumbers arrive, an update when major facade works commence, a notification when the gym will be closed for equipment servicing — these take minutes to write (especially with LIZ's help) and significantly reduce the 'what's going on?' emails the secretary receives.

**Levy and arrears communications:** Professional tone and factual content. Avoid language that feels accusatory. Most owners who fall behind do so temporarily and for understandable reasons. A clear, respectful notice is more effective than a stern one and preserves the relationship.

**Dispute and complaint responses:** Document everything. When an owner makes a complaint, acknowledge it in writing, record the details, and follow your committee's dispute resolution process. Written records protect both parties. Avoid responding informally to formal complaints.

**General updates and project communications:** These are opportunities to build owner trust and engagement. Quarterly updates about ongoing projects, end-of-year summaries of what the committee has achieved, project completion announcements — these show owners that their levies are being well spent and that the committee is doing its job.

Dealing with difficult communication situations

**Repetitive or unreasonable complaints:** Document every interaction. Follow your process consistently. If a complaint is addressed and resolved, record the resolution. If an owner continues to escalate despite a reasonable response, you have a documented history to support your position at tribunal if necessary.

**Information requests:** Owners have statutory rights to inspect certain records. When you receive an information request, acknowledge it promptly, determine whether it's within the owner's entitlement, and respond within the required timeframe. Refusing legitimate access requests can result in tribunal orders and reflects poorly on the committee.

**Sensitive matters:** When communications involve personal information about individual owners (arrears, disputes, health matters), be careful about who receives them. Committee-level information should be restricted to committee members. Don't include personal owner details in general owner communications.

Using LIZ to lift communication quality and consistency

One of the practical challenges of committee communication is that quality varies depending on who's doing the writing. When the secretary who writes well is on holiday and a committee member with less writing experience needs to send a notice, the result is often less professional.

LIZ can bridge this gap. Whoever is writing the notice can ask LIZ for a draft, review it for accuracy, and publish something that reads consistently professional regardless of who's drafting it.

Use LIZ for: AGM notice drafting, maintenance update notices, levy reminder wording, project completion announcements, arrears follow-up letters, and responses to common owner questions. Build a prompt library of your most common notice types so any committee member can produce a high-quality draft in minutes.