From owner's certified letter through redacted-PDF delivery. §718.111(12)(g) requires response within 10 working days. We log, assemble, redact, deliver, and prove it — defensible against any DBPR complaint.
Certified letter scanned at front desk · portal request auto-logs · email forwarded → /requests intake. Clock starts at receipt.
Confirm requester is owner of record (cross-checks AppFolio). Anonymous or third-party requires owner signature on auth.
Pulls native files from Drive/AppFolio per request scope. Assembled bundle is preview-only until redaction step.
Auto-redactor masks SSNs, bank account numbers, owner medical/disability info, security plans. Manager spot-checks before release.
Watermarked PDF (requester name + date) delivered via portal. Audit-log entry hashes the bundle. Cost recovery invoiced if > threshold.
Full mask · §718.111(12)(c)5
Last 4 only · 119.071
Full doc removed · §718.111(12)(c)1
Full doc removed · §718.111(12)(c)6
Privileged · removed · §718.111(12)(c)2
Full mask · §718.111(12)(c)3
Full mask
Mask · §718.111(12)(c)4
| Activity | Allowed charge | Auto-applied when |
|---|---|---|
| First 30 minutes of personnel time | FREE · waived by statute | Always |
| Personnel time > 30 min | $20 / hour (or actual) | Logged via stopwatch on assemble + redact steps |
| Photocopies (if hardcopy) | 25¢ / page | Hardcopy delivery requested |
| Electronic delivery | $0 | Default · no charge to requester |
| Outside vendor (large CAD plot) | Pass-through cost | Drawing vault native > 24x36 export |
Day 5 reminder to assigned manager. Day 8 escalation to ops director. Day 9 hard alert to president. Day 10 = hand-off to AGF for compliance letter.
AppFolio nightly sync confirms requester is current titled owner. Tenant requests rejected with template citing §718.111(12) "owner" requirement.
Requests flagged "litigious context" (active dispute, attorney letterhead, etc.) get optional CC to AGF before delivery. ~3% of requests trigger this.
Every delivered bundle is SHA-256 hashed → entered in the hash-chained audit log. Six months later we can prove exactly what we sent and when.
Manager reviews redactor output side-by-side with original. Sign-off captured. Required before deliver. Average QA time: 4 minutes per bundle.
If owner files §718.111(12) complaint, system auto-builds defense binder: original letter, intake log, statutory clock, hash chain, delivered bundle. AGF takes from there.
Plans & specs · Declaration · Bylaws · Articles · Rules · Annual financial report · Audit · Tax returns · Insurance policies · Contracts · Bids · Member ledger · Voting records · Meeting minutes · Bank statements · Reserve study · BOD packets.
§718.111(12) condo records · §720.303(5) HOA records · §617.1601 not-for-profit corp records · DBPR rule 61B-22 · Ops Manual §IV Records.
