Can renters contact a strata company directly?

I was just told by my strata company that as i am renting, i cannot contact them directly and have to do it through an agent. The issue is that my agent claims that strata is not responding to her and the strata company’s response is simply that the agent has to keep following up with them.

If i could talk to strata directly about a repair issue, that would make things a lot simpler. I dont even know how or if my agent is contacting strata.