Concerns or Complaints
Do you have a concern about our performance?
We always strive to ensure that every assignment we undertake is carried out to the highest ethical and industry standards, in accordance with the relevant legislation. However, we understand that there may be times when you may not always be satisfied with every aspect of the service provided. To ensure that you have the means to raise with us any concerns you may have and to assist us in handling them fairly and efficiently we provide the following guidelines on how the firm will receive and manage complaints made against it, its Directors or its employees.
We encourage anyone with a concern about our work or performance to bring that concern to our attention.
We promise to treat all complaints seriously. We have procedures to properly consider any complaints quickly and fairly, and to take remedial action as necessary.
We promise to give proper and due consideration to every concern and complaint raised with us.
We promise to treat every complainant with respect.
We promise to ensure that the fact of a complaint will not adversely affect how we deal with the complainant in the future
How can a complaint be made?
You can raise your concerns with us in person, by telephone or in writing (by letter or email).
Where a complaint relates to a particular job or service, you can direct it to the Director, or Manager responsible for carrying out the work.
If you are not sure who to refer your complaint to, or you are more comfortable raising your concerns with someone you don’t normally deal with please address your complaint to:
The Complaints Officer
STA Accountants
PO Box 839
Busselton WA 6280
Phone (08) 9754 4144
Email: info@staaccountants.com.au
What information should you provide?
The following information will assist us in determining the issues and details of your concerns and enable us to respond as quickly as possible.
- your name and position,
- your current address, email and telephone number,
- the entity or individual for whom the work was carried out if applicable,
- the date or period of time of the action that gave rise to the complaint,
- the nature of your concerns or complaint,
- the name of the Director or employee involved in the matter if applicable,
- copies of any documentation that supports your concerns,
- what you would like the outcome of your complaint to be,
Privacy and Confidentiality
We will use the information provided to us only for the purposes of addressing your concerns unless you consent to its disclosure. Any personal information will be treated in accordance with our Privacy Policy.
How and when we will respond
We will address your complaint or concern promptly.
Once it has been received, we will commence a review of the circumstances surrounding the complaint. We will address your concerns in a fair, objective and unbiased manner.
We may need to get further information from you to fully assess the situation and will contact you if this is necessary.
Once we have completed our review of the circumstances of your complaint, we will provide you with a response addressing your concerns.
What if you are not satisfied with our response?
If despite our best efforts you are still not satisfied or believe that your concern has not been adequately addressed, you can raise your concern or complaint with the following industry bodies:
Tax Practitioners Board (TPB)
Phone 1300 362 829