When I was on the EC of our townhouse complex we originally made our email addresses available. However, there was a lot of misuse, aggressive, unpleasant messages, etc. This prompted a change of procedure: first contact was with the strata manager who would attend to problem if simple maintenance. If more complicated, she would contact the EC. If the owner had difficulties after this, they could drop a note in the OC mailbox. This mostly worked OK and life was much pleasanter for EC members. In my view, owners not on the EC should realise that it is no mean task to look after a number of dwellings, equivalent to a small street. The strata manager is paid, and therefore can filter out requests before bothering EC members who do, believe it or not, have lives to lead.