Phone System for Strata Management: What AU Businesses Actually Need

This guide covers what an Australian strata management business needs from a phone system: how to handle maintenance calls professionally, route after-hours emergencies to the right person, record calls for dispute resolution, and keep multiple properties on the same system without paying for hardware at each site.

The Phone Problem Specific to Strata Management

Some strata businesses use a basic landline or an ISP phone port on the NBN modem. Some provider-supplied gateways, including Telstra business modems, provide an analogue FXS phone port. The port layout and number of activated voice services vary by provider and NBN access technology. A single voice service lacks PBX-style multi-user call handling; what happens to an additional incoming call depends on provider features such as call waiting, voicemail and forwarding. Owners and tenants calling about urgent maintenance get no answer, call back multiple times, or give up.

The second problem is after hours. A burst pipe or lift failure at 11pm on a Sunday needs to reach someone. Without proper after-hours routing, the call rings out or hits a generic ISP voicemail. Depending on the owners corporation's duties, the strata manager's contract and the circumstances, that may create liability exposure, not just a missed call.

The third problem is disputes. Strata management generates a lot of them. When a lot owner claims they were told something different, or a contractor disputes the scope of work verbally agreed over the phone, there is no recording to refer to. A phone system with call recording closes that gap.

The Right Setup: Hosted VOIP With a PBX

A hosted VOIP phone system includes a hosted PBX (private branch exchange) -- the system that routes calls between your phones and the outside world -- as part of the monthly plan. Think of it like an automated switchboard: it decides which phone rings, when, and what happens if nobody answers. For a strata management business, this is where the practical features live.

The cost for a small strata management business (2 to 5 property managers) is approximately $25 to $35 per user per month with unlimited local and national calls included. A three-person team pays around $75 to $105 per month for the full phone system, including all the features below.

Features a Strata Management Business Needs

Ring Groups

A ring group is a setting that rings multiple phones simultaneously when a call comes in. In a strata office, this means a maintenance call hits every available property manager's phone at once, and whoever picks up first takes the call. No more calls going unanswered because one person is on the line.

IVR Menu

An IVR (interactive voice response) is the automated menu callers hear when they ring your business -- 'press 1 for maintenance, press 2 for accounts, press 3 for levy enquiries.' For a strata business handling multiple plan types and enquiry categories, an IVR routes callers to the right person without a receptionist. It also signals to callers that they have reached a professional operation, not someone's mobile.

After-Hours Emergency Routing

After-hours routing sends calls to a different destination outside business hours. For strata management, the standard setup is: during business hours, calls route to the office ring group. Outside business hours, the IVR plays a message for non-urgent matters (directing to email or voicemail) and provides a separate option to reach the on-call property manager's mobile for genuine emergencies.

This is set up once in the VOIP portal and runs automatically. The on-call roster can be updated by switching which mobile number the emergency option routes to -- no IT person required.

Call Recording

Call recording is available on most AU hosted VOIP plans as either a standard inclusion or a low-cost add-on. Recording storage, retention, download access and search capabilities vary by provider, platform and plan. For strata management, this is the most commercially important feature: A recording may help resolve a dispute, but recordings and contemporaneous notes can both be evidence; admissibility and weight depend on the applicable law and circumstances.

Call-recording rules vary by jurisdiction and circumstances. Obtain legal advice about consent, notification, employee monitoring, storage and use; an automatic disclosure message should not be presented as universally satisfying every requirement.

Voicemail to Email

Voicemail to email delivers missed call recordings as audio files to the property manager's email inbox. Property managers are on site inspections, in owners corporation meetings, or managing a maintenance job most of the day. They are not at a desk phone. Voicemail to email sends an email when a caller leaves a voicemail; callers who hang up without leaving a message may require separate missed-call reporting or notifications.

Multi-Site and Remote Staff

Hosted VOIP runs over the internet. A property manager working from home, from a site office, or from a client's building can use a softphone app on their laptop or mobile and appear as an internal extension on the same phone system as the main office. No separate number, no hardware to install at the remote location.

For strata businesses with a concierge or building manager at a larger complex, a desk phone at that location can be added as an extension on the same hosted VOIP system. Calls transfer between the main office and the building manager as internal transfers at no additional call cost.

1300 Numbers for Strata Management

A 1300 number is a 10-digit shared-cost number in the format 1300 XXX XXX. What a caller pays to call a 1300 number depends on their telco and plan. The receiving business's monthly and inbound usage charges also depend on its provider and routing arrangement, not simply whether the caller used a mobile. For a strata management business servicing multiple local government areas or multiple states, a 1300 number presents a single contact number regardless of which physical office handles the call.

Most AU VOIP providers can host a 1300 number as part of the phone plan. The 1300 number routes to the VOIP service, where the IVR and ring groups handle distribution. There is no separate hardware or separate line required. See our guide to 1300 numbers for full costs and setup detail.

Desk Phones vs Softphones for Strata Staff

Most property managers benefit from a softphone app -- a phone application that runs on their laptop or mobile -- rather than a desk phone. A softphone connects to the VOIP service exactly the same way a desk phone does, but it travels with the property manager. If supported and configured by the provider, softphone calls can display an eligible business number instead of the device's personal mobile number. A 13, 1300 or 1800 number cannot be used for CLI overstamping.

A desk phone makes sense for a reception position where someone is always at that desk, or for a building manager's site office. For field staff, a softphone is simpler and cheaper. Softphone app availability and any associated cost vary by provider and plan. See our desk phone vs softphone guide for a full comparison. The Yealink T33G is a reliable, cost-effective choice for a reception or admin desk in a strata office.

Recommended Desk Phones for a Strata Office

Small strata management offices (1-3 staff) do well with the Yealink T33G: a compact, reliable 4-line desk phone available from AU distributors for around $129. It handles call transfer, hold, and conference without needing a full proprietary system. For offices with 4-10 staff where calls are forwarded between coordinators and managers, The T46U provides a larger 4.3-inch colour display and more programmable line/DSS keys; the T33G already has a 2.4-inch colour display and programmable line/DSS keys., so staff can see at a glance who is on a call before transferring. The T46U supports 16 SIP accounts and 27 DSS keys, which covers the typical strata office structure comfortably.The main reception or switchboard position benefits from a higher-spec handset with DSS keys mapped to each team member's extension. This allows one-touch transfer without putting the caller on hold to look up an extension number. For strata managers who work between the office and inspection sites, a softphone app on a mobile device mirrors their desk extension exactly: same number, same voicemail, same call recording. Calls from owners or tenants reach the manager's mobile without revealing their personal mobile number, which keeps professional and personal communication clearly separated.

000 Emergency Calls, Lift Lines, and Fire Panel Obligations

Strata managers need to understand two distinct emergency call obligations. Confirm that the specific hosted VoIP service supports 000. Providers supplying public numbers must maintain service-address information in the IPND and flag services whose location cannot reliably be inferred, as can occur with VoIP. Keep provider records current and give the 000 operator the exact emergency location. Confirm your provider has your current business address registered before going live. Most migration associated with the original NBN rollout has already occurred. Any lift phone or monitored fire alarm still connected to legacy copper requires prompt assessment and migration through the relevant equipment and telecommunications providers. These cannot connect directly to a SIP-based VOIP system without an ATA adapter or cellular backup unit.The PSTN copper shutdown makes this a live issue for strata managers. As NBN disconnects copper services across the country, lift emergency lines and FIP systems in managed buildings will need to migrate. Migration options must be selected and tested with the lift or fire-equipment provider. NBN-based solutions require confirmed device compatibility and backup power; cellular solutions require adequate coverage but may still fail during mobile-network or power outages. The responsibility for maintaining compliant emergency communication systems typically falls on the owners corporation, but strata managers are frequently the ones who identify the issue and coordinate the solution. Getting ahead of this before copper disconnection notices arrive is strongly recommended.

AU Reality: PSTN Shutdown and Porting Your Strata Number

Most mandatory legacy-network disconnections associated with the original NBN rollout are complete. Remaining copper-service arrangements and migration dates vary by location, network footprint and service type, so strata management businesses on PSTN copper landlines should check their specific service with the provider and NBN Co rather than assuming a fixed timeline. Where a disconnection notice does arrive, the practical disruption of a forced cutover is greater than a planned one. Planning the switch now means you control the timing and can run your old and new systems in parallel until the transition is smooth.ACMA says individual local-number ports are generally completed within 8 to 15 business days, while more complex ports can take up to 30 business days with limited exceptions. Provider estimates may vary within those categories. This matters for strata offices because the phone number often appears in lease documentation, owners corporation correspondence, and building noticeboards. Changing the number creates an administrative burden across all those touchpoints. Porting preserves the number completely: callers dial the same number and reach the new VOIP system with no awareness of the change. Run the new system in parallel for at least one week before completing the port, so you can confirm call quality and routing work correctly on your connection before the old service is decommissioned.

What Most Strata Management Businesses Get Wrong

The most common mistake is staying on the ISP phone port because it comes with the NBN plan. The ISP phone port delivers one line. It has no ring groups, no after-hours routing, no call recording, and no IVR. A single call to the business blocks every other caller. For a strata management business taking maintenance calls, this is a direct business cost.

The second mistake is not enabling call recording. The cost of one call recording that resolves a dispute is worth years of recording storage fees. Most AU VOIP providers charge $5 to $15 per month extra for recording. If your business handles any verbal agreements with contractors or verbal commitments to lot owners, recording is not optional.

The third mistake is buying a separate phone number for each building or each property manager. Hosted VOIP uses extensions. One business number with an IVR can route to the correct extension or ring group without multiple numbers, multiple plans, or multiple monthly fees.

Your Next Steps

Count how many staff answer calls and how many calls you estimate are missed each week. If the answer to either is more than zero, a hosted VOIP plan will improve on your current setup immediately. Confirm with the provider that they include ring groups, IVR, after-hours routing, voicemail to email, and call recording on their standard business plan. Feature bundling varies by provider and plan; confirm whether ring groups, IVR, after-hours routing, voicemail-to-email and call recording are included or separately charged. Ask about per-user pricing so you can calculate the full monthly cost for your team size.

For a broader view of what a full phone system includes, see our best VOIP phone system guide. For call flow and routing setup, see our call flow design guide.

Does a strata management business need call recording?

Call recording is strongly recommended for strata management. Verbal instructions to contractors, dispute resolution with lot owners, and committee meeting follow-up calls all benefit from recorded evidence. Most AU VOIP providers offer call recording as a standard inclusion or low-cost add-on ($5 to $15 per month). AU privacy law requires callers be informed of recording, which is handled automatically by a disclosure message at the start of each call.

How do you set up after-hours emergency routing for a strata business?

After-hours routing is configured in the VOIP portal rather than on any phone hardware. The standard setup for strata management: during business hours, inbound calls route to the office ring group or IVR. Outside business hours, the IVR plays a message directing non-urgent matters to voicemail or email, with a separate option (press 9, for example) that routes to the on-call property manager's mobile. Updating the on-call destination is generally an administrative portal task, but the steps and time required vary by platform and permissions.

Can a VOIP phone system connect staff at multiple buildings or sites?

Yes. Hosted VOIP runs over the internet, so staff at a remote building, working from home, or on site can use a softphone app on their mobile or laptop and appear as an internal extension on the same system. Calls transfer between the main office and remote staff as internal transfers. For a concierge or building manager who needs a desk phone at a specific site, a standard IP phone can be registered to the same hosted system over that building's internet connection.

How much does a phone system cost for a strata management business?

A hosted VOIP plan for a small strata business typically costs $25 to $35 per user per month, with unlimited local and national calls included. A three-person team would pay approximately $75 to $105 per month. Call recording may be included or cost an additional $5 to $15 per month depending on the provider. Hardware -- if needed -- is a one-off cost of $80 to $300 per desk phone. Staff who use softphone apps require no hardware.

Can a strata management business use a 1300 number?

Yes. Most AU VOIP providers can host a 1300 number as part of a standard business plan. The 1300 number is pointed at the VOIP service, where the IVR and ring groups handle routing. From a caller's perspective, they dial one 1300 number. From the strata business's perspective, calls are distributed automatically across staff and properties. The monthly fee for a 1300 number is typically $10 to $30 per month through a VOIP provider, plus per-minute charges on calls from mobiles.

Should strata staff use softphones or desk phones?

Most strata property managers benefit from softphone apps rather than desk phones. A softphone runs on a laptop or mobile and travels with the property manager to site inspections, meetings, and off-site work. Calls made from a softphone show the business number, not the personal mobile. Desk phones are appropriate for reception positions where a staff member is always at a fixed location. Both can operate on the same hosted VOIP system simultaneously.