Complaints

If you have a complaint about with our services, you may Contact Us and request that we review the matter.

Your complaint will be handled by the person who has the appropriate authority, knowledge or experience to deal with it (this will not be the person whose decision or conduct is the subject of your complaint). This person will review your complaint, consider the facts and contact you to resolve your complaint as soon as possible.

If you are dissatisfied with Our decision, you may request it be reviewed by our Internal Dispute Resolution (IDR) Team. They will advise you of Our decision within 15 business days of receiving your complaint.

If you are unhappy with Our decision you may be entitled to have your dispute considered by the external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA).

This is an independent national body and its services are free to you. As a member of AFCA, if you are eligible to have your complaint considered by AFCA, We will accept AFCA’s decision. You have the right to take legal action if you don’t accept their decision.

You can contact AFCA for information about whether your complaint is eligible for external dispute resolution or you can check the AFCA Rules available on their website.

You can contact the AFCA by:

Mail:
Australian Financial Complaints Authority Ltd
GPO Box 3, 

Melbourne, Victoria 3001; 

Phone: 1800 931 678;

Email: info@afca.org.au

 
Facsimile: (03) 9613 6399  

Website: www.afca.org.au

Contact the Tax Practitioners Board (TPB)

Before you make a complaint about a tax practitioner, we encourage you to try to resolve any issues directly with us first, wherever possible. 

It's a good idea to do this in writing, so you have a record for reference. If you are unable to resolve your issue with the tax practitioner, you can contact the TPB  by lodging a complaint. If you make a complaint, TPB will ask you to provide details about what has already been done to resolve the issue. 

All complaints must be in writing using the TPB online complaints form.

This will ensure:

-  you will be able to put your perspective in writing

-  your complaint is easier to understand so the TPB can address your concerns

-  you may attach documents to support your complaint

-  there is an accurate record of your complaint for reference

-  you give consent to deal with your complaint in accordance with the Tax Agent Services Act 2009 (TASA), the Privacy Act 1988, TPB's Privacy Notice and any other relevant laws

-  you declare the information you have provided is true and correct

-  when you do receive a response, it will be easier to check if all aspects of your complaint/s and that all of your questions have been responded to.

There are some complaints about tax practitioners that the TPB cannot investigate.

Refer to the below link for further information:

https://www.tpb.gov.au/complaints