A payment plan request can arrive while the portfolio manager is on leave, preparing for an AGM or handing over a building. It needs a clear owner in the business, not another forwarded email.
What changed in October
From 23 October 2026, NSW payment plan rules also cover current levies or interest. Fair Trading’s guidance distinguishes current levies from future levies, which still need to be paid when they fall due.
Know who makes the decision
The owners corporation or strata committee decides by majority vote at a meeting. Approval cannot be delegated to the strata managing agent. A written response is required within 28 days; a refusal needs reasons explaining how they apply to the request.
Fair Trading says not to seek extra information beyond the request form. Its standard form is being updated; check the official guidance before issuing a saved copy.
Give each request a visible next step
Keep a restricted-access record of the date received, the response deadline, who is coordinating the decision and what happens next. Assign a backup before the responsible person takes leave. A reminder addressed to an absent colleague does not provide cover.
Separate administrative preparation from the decision itself. A colleague can organise the papers, arrange follow-up and draft correspondence for review. They should know who can approve the response and where to escalate an unresolved question.
Check the handover, not just the balance
When a portfolio changes hands, review open requests alongside the ledger. Include correspondence, the decision record, agreed next contact and any review still outstanding. Record where the authoritative documents are stored so the incoming manager does not work from an outdated attachment.
For example, a request waiting for a meeting is different from an approved arrangement awaiting its first payment. Labelling both “payment plan” hides the next action. Use a short status description that a colleague can understand without reading the entire email chain.
Match support to the work that is slipping
If the backlog is document preparation and follow-up, defined administration support may help. If the gap includes portfolio responsibility and difficult committee discussions, scope it as experienced strata cover. Agree supervision, system access and escalation before the assignment begins.
Tell us where your strata team needs support. We can discuss temporary, casual, part-time or full-time requirements. If you are a professional looking for a role with clearer responsibilities, register your experience and availability.
Sources and scope
NSW guidance checked on 6 November 2026. This is an operational staffing guide, not advice on an individual payment plan.