Objective and purpose of the Complaints Handling Policy (the Policy)
Walker Accountants & Business Advisors Pty Limited seeks to maintain its reputation as a company delivering high quality professional services. We are also committed to maintaining our responsiveness to the needs and concerns of our clients and customers.
The Policy is designed to provide guidance on the manner in which Walker Accountants & Business Advisors Pty Limited receives and handles complaints made against the organization and its employees.
The objective of this Policy is to assist the organization and its employees in resolving complaints in an efficient, effective and professional manner.
What is a complaint?
The Policy is intended to address complaints made to Walker Accountants & Business Advisors Pty Limited. A complaint under this policy is defined as an expression of dissatisfaction made to the organization, related to its services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
Any person or organization (the complainant) who is dissatisfied with a service provided by the organization, for any reason, may contact Walker Accountants & Business Advisors Pty Limited to complain. A complaint may be oral or written. At times, complaints can be by way of negative feedback, which may not require a resolution or formal follow-up. Whilst this type of feedback is valuable to the organization, the Policy does not apply to feedback of this nature.
Guiding Principles of Effective Complaints Handling
Partners and employees should consider the following guiding principles of effective complaints handling:
Our Complaints Handling Policy is available internally.
Our Complaints Handling Policy is readily available to all partners and employees. The Policy is easy to understand and includes details on making and resolving complaints.
Receipt of each complaint is acknowledged to the complainant immediately. Complaints will be handled in an efficient and effective manner. Complainants will be treated courteously and kept informed of the progress of their complaint throughout the complaint handling process.
Each complaint is addressed in an equitable, objective and unbiased manner through the complaints handling process.
There will be no charge to the complainant for making a complaint.
Personally identifiable information concerning the complainant is actively protected from disclosure unless the complainant expressly consents to disclosure.
Client Focused Approach
All principals and employees of Walker Accountants & Business Advisors Pty Limited are committed to efficient and fair resolution of complaints. We actively solicit feedback from our clients on a regular basis and acknowledge their right to coplain.
All principals and employees accept responsibility for effective complaints handling. Principals of Walker Accountants & Business Advisors Pty Limited will ensure that, where appropriate, issues raised in the complaints handling process are reflected in principal and employee performance evaluation.
Our complaints handling process will be reviewed periodically, to enhance its efficient delivery of improvement effective outcomes.
Handling a Complaint
How a complaint may be made
Where a complaint is about a particular engagement, service, principal or employee and the complainant is familiar with the engagement team working on the relevant matter, the complainant shall address his/her complaint to an appropriate member of that engagement team, orally, by letter, email or facsimile. Where possible, complaints should be made in writing so that the details of the complaint are clear and complete. If the complainant is not sure to whom the complaint should be referred to, or if the complainant feels that it is inappropriate to address the complaint to a member of the engagement team, the complaint shall be addressed to:
Walker Accountants & Business Advisors Pty Limited
PO Box 218
CARINGBAH NSW 1495
What information is required when making a complaint?
When making a complaint, please provide the following information:
- Your name, position and contact details;
- Your relationship with Walker Accountants & Business Advisors Pty Limited;
- Your contact person with Walker Accountants & Business Advisors Pty Limited;
- The nature of the complaint (including when the conduct giving rise to the complaint occurred);
- Details of the Walker Accountants & Business Advisors Pty Limited principal or employee involved (if applicable);
- Copies of any documentation supporting the complaint.
Assistance with making a complaint
If you need assistance in formulating or lodging a complaint, please contact a member of the engagement team working on your matter. If this is not appropriate, please contact a Principal of the Firm (contact details as provided above).
Acknowledgement of complaints
We are committed to acknowledging all complaints immediately upon receipt. Once a complaint has been received, we will undertake an initial review of the complaint and look to address it expeditiously.
Your rights during the complaint process
You have the right to enquire as to the status of your complaint by contacting the employee who has been identified to you as handling your complaint.
Response to a complaint
Once we have reviewed your complaint, we will provide you with a written response. If you are dissatisfied with Walker Accountants & Business Advisors Pty Limited’s response, you have the right to ask for reconsideration of the response by the principal(s) of Walker Accountants & Business Advisors Pty Limited. Such a request should be made in writing and forwarded by post, email or facsimile to the address provided above.
If you are dissatisfied with the manner in which your complaint has been handled, you have the right to refer the matter to:
Institute of Public Accountants
Locked Bag A6090
SYDNEY SOUTH NSW 1235
Tax Practitioners Board
PO Box 9825
PENRITH NSW 2740
While you are free to use these methods at any time, we strongly recommend you use Walker Accountants & Business Advisors Pty Limited’s internal review mechanisms before seeking independent assistance.
Please note that while we are committed to resolving complaints within 30 days whenever possible, external reviews will have their own timeframes.
Our Quality Controls
Complaints will be analysed by the Principal of Walker Accountants & Business Advisors Pty Limited for the identification of systemic or recurring problems. If such problems are identified, the organization will consider what actions it may need to take to address these problems.
The complaints handling process will be reviewed periodically to enhance its delivery of efficient and effective outcomes. This review will be performed by the Principal of Walker Accountants & Business Advisors Pty Limited or an appropriate appointee. The organization will consider what actions it may need to take to address any deficiencies identified in the review.
Where appropriate, issues that arise as a result of the complaints handling process may be incorporated in the process for monitoring and evaluating employee performance.
Please contact the Principal of Walker Accountants & Business Advisors Pty Limited if you have any comments or suggestions in respect of the contents of this Policy.
Walker Accountants & Business Advisors Pty Limited