Privacy & Complaints

OUR PRIVACY POLICY

Northcliff Claim Services and Northcliff Accounting & Tax ("Northcliff", "we", "us") values your privacy and is dedicated to safeguarding your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

What we collect & why. When you submit an enquiry, lead form or online tool, we collect the details you enter — typically your name, email, phone number and any additional information you provide. We use it solely to respond to your enquiry, deliver the services you've requested, produce the output of an online tool, and maintain a record of our communications. We do not use it for unrelated marketing and we will not sell it.

BI Sums Insured Calculator. Our calculator is a free general-information tool. It is not personal advice and using it does not create a client relationship. Figures you enter are processed in your own browser and are cleared each time the page is loaded. Your results are only transmitted to us if you choose to email them or tick the (non-default) consent box to be contacted.

Access, correction & complaints. You may request access to, or correction of, the personal information we hold about you, or ask not to be contacted further. If you have a concern about how we've handled your information, please contact us first. If you remain unsatisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

FORENSIC ACCOUNTING & CLAIM QUANTIFICATION

If you have a complaint about our services, you may contact us and request that we review the matter. Your complaint will be handled by a person with the appropriate authority, knowledge or experience — not the person whose decision or conduct is the subject of your complaint.

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

If you are still unhappy, you may be entitled to have your dispute considered by the Australian Financial Complaints Authority (AFCA) — an independent national body whose services are free to you. As an AFCA member, if you are eligible we will accept AFCA's decision. You retain the right to take legal action if you don't accept it.

SME TAXATION SERVICES

Before making 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 us, you can lodge a complaint with the TPB. All complaints must be in writing using the TPB online complaints form, which ensures your complaint is clearly recorded and handled in accordance with the Tax Agent Services Act 2009, the Privacy Act 1988 and other relevant laws.

Some complaints about tax practitioners cannot be investigated by the TPB. For further information, see www.tpb.gov.au/complaints.