Our Customer Promise & Building Commitment

Our Customer Promise

At Nostra, we understand that building a home is one of the biggest investments you’ll ever make. That’s why we’re committed to delivering a customer experience that’s clear, honest, and respectful, from your first enquiry through to completion and well beyond.

Our Commitment

We’re here to make the building journey as smooth and transparent as possible.

This means we commit to:

Clear Information

Providing clear, accurate, and timely information at every stage of the build.

Honesty & Integrity

Acting with honesty, integrity, and professionalism in all our dealings.

Open Communication

Communicating openly and setting realistic expectations from the outset.

Taking Ownership

Taking ownership of enquiries, issues, and outcomes — we won't pass the buck.

VBA Compliance

Complying with all Victorian Building Authority (VBA) requirements and relevant HIA standards.

Continuous Improvement

Continuously improving how we work, communicate, and deliver our services.

Communication  & Service Standards

To ensure enquiries are handled efficiently and accurately, we encourage clients to contact us through our official communication channels.

When you contact Nostra, you can expect:

Your enquiry to be acknowledged within 48 hours

Clear, professional responses that align with contractual and regulatory requirements

Regular updates when matters require further review or action

Consistent, respectful, and professional communication at all times

Our Values

Responsive

We acknowledge communication in a timely manner and take a proactive approach to moving things forward.

Respect

We treat our clients, consultants, contractors, and community with honesty, integrity, and professionalism in everything we do.

Passion to Prosper

We encourage ideas, strive for excellence, and look for innovative ways to overcome challenges and achieve better outcomes.

Accountable

We take responsibility for our work and for meeting our contractual, regulatory, and professional obligations.

Quality

What we do, we do well. We focus on solutions and deliver high-quality results — without ever compromising on safety, compliance, or standards.

Feedback

We welcome feedback and see it as a valuable opportunity to improve our services.

If your experience with Nostra doesn’t meet your expectations:

We encourage you to raise concerns early
We’ll review the matter fairly, objectively, and in a timely way
We’ll communicate outcomes clearly and transparently

All complaints are handled in line with our obligations as a registered Victorian building practitioner and help us improve our systems and service delivery.

To submit feedback or a complaint, please email us at info@nostrahomes.com.au. We are committed to responding within 48 hours.

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Mutual Respect

Nostra is committed to maintaining a safe and respectful
environment for our clients, employees, and contractors.

We expect all interactions to be conducted respectfully and reserve the right
to end communication if behaviour becomes inappropriate or unsafe.