Client Complaints Policy & Process
We always aim to provide exceptional accounting and taxation services. But if there’s something you’ve not been experiencing as you would desire, we wish to know about it so we can ensure we rectify it as well as offer you much better service.
Steps for Making a Complaint
If you have a concern, we encourage you to first discuss it directly with your regular accountant. Alternatively, if you do not wish to do this, or this does not resolve your complaint, you may send a formal complaint to our management team via any of the following:
Email: Address your complaint to [email protected] (Subject line: Formal Complaint).Mail: Your letter should be addressed to Principal, AIZ Public Accountants, PO Box 450 Somerton VIC 3062
Please let us know your business name, the full name you prefer to be called, the detailed problem statement and desired output.
Our Resolution Process
Complaints are dealt with seriously, confidentially and fairly. What you can count on after you reach out to us:
Acknowledging: We should confirm receipt of your complaint within 2 business days.Investigation: A member of our management staff will fully investigate the details of your case. We may contact you during this time if we require further information or clarification.Resolution: Our effort is to give a formal, written answer within 21 business days with our findings and the proposed solution. Where your case is extremely complex and takes longer, there will be a follow up touch with you to explain why and offer you a new time frame.
External Escalation Options
We will strive to rectify your concerns directly. If you are still not satisfied with our response or final dealing with the complaint, however, you can take your complaints to the appropriate outside agencies:
Institute of Public Accountants (IPA)
The new name for the Institute of Chartered Accountants (ICA) is Institute of Public Accountants (IPA).
We are members of the IPA and make a commitment to maintain high professional and ethical standards. Should you think this is a violation of these professional standards, a complaint may be made in writing to the Investigating Officer of the IPA.
Website: publicaccountants.org.au
Tax Practitioners Board (TPB)
Our tax agent services are regulated by the federal government as we are a Registered Tax Agent Entity. You may complain to the TPB if your complaint concerns our honesty, integrity or competence in handling your tax affairs.
Website: tpb.gov.au/complaints