SMSF Specialist Accountant

Client Dispute and Complaint Resolution Procedure

autoSMSF | Registered Tax Agent (RAN: 26238482)

At autoSMSF, we specialise in Self-Managed Super Fund (SMSF) accounting and taxation services. As a registered tax agent, we are committed to acting professionally and ethically, in line with the Tax Practitioners Board (TPB) Code of Professional Conduct.

We take client feedback seriously and have a clear process in place to resolve any complaints or disputes in a fair and timely manner.

1. How to Make a Complaint

If you are dissatisfied with any part of our service, we encourage you to contact us as soon as possible.

You can lodge your complaint through any of the following channels:

To assist us in addressing your concern effectively, please include:

  • Your full name and contact details
  • A description of your concern
  • Any relevant documents or communication
  • The outcome you are seeking
2. Our Response Process

Once your complaint is received:

  • We will acknowledge your complaint within 2 business days
  • A senior team member, independent of the matter, will review your complaint
  • We aim to resolve most complaints within 14 business days

If further time is required, we will keep you updated on the progress and expected timeframe.

3. Resolution and Outcome

We will provide you with a written response outlining:

  • Our findings
  • Any corrective actions we will take
  • Your options if you are not satisfied with the outcome

All complaints are documented to ensure we continue to improve our services.

4. If You’re Not Satisfied

If you are not happy with the outcome of your complaint, you may escalate it to the Tax Practitioners Board.

Tax Practitioners Board (TPB)
Website: www.tpb.gov.au
Phone: 1300 362 829
Email: complaints@tpb.gov.au

For complaints that may fall under another body, such as the Australian Financial Complaints Authority (AFCA), we are happy to guide you in the right direction.

5. Our Commitment

We view complaints as an opportunity to learn and improve. Our goal is to ensure every client interaction reflects our values of transparency, integrity, and professionalism.

Thank you for choosing autoSMSF.