Building management is one of the last largely unregulated areas of strata, not least where individuals with not training or experience can be awarded 10-year contracts based on nothing more than a claim that this is “standard practice”. Expect this to be tidied up in the next review of strata laws.
Meanswhile, you and your committee are ntitled to go to the building manager’s bosses and tell them what you expect from their employees. Also, if they aren’t even doing what was agreed when you hired them, that is a breach of contract and could be grounds for having the contract rescinded.
In short, building management is one of those areas of strata where the squeaky wheels get the most oil. Talk to the parent company and tell them exactly what you want. If they aren’t interested in providing that service, start looking at ways of getting out of the contract.