Dispute Resolution Policy

ADVICE. CLARITY. DIRECTION.

Registering a Complaint
Rights and Obligations
Resolving Complaints
Register of Tax Agents and BAS Agents
Further Action
More Information

The Peak Partnership is a member of Chartered Accountants Australia and New Zealand (CAANZ) and we adhere to this governing body’s By-laws, Code of Ethics, Standards and Regulations. In doing so, we continually strive to maintain the highest professional, technical and ethical standards of performance at all times.

However, we recognise that sometimes our service may not be what our clients expect and we believe feedback is an opportunity for us to improve what we do.

If we have not met your expectations, please let us know in person; by phoning us on 07 3360 9888; by mail to PO Box 6048, Upper Mt Gravatt Qld 4122; by email to email@peakpartnership.com.au or through the Contact Us page on our website at www.peakpartnership.com.au.

REGISTERING A COMPLAINT
When you register a complaint in person or by phone, we will try to resolve it immediately. If that is not possible, we will advise you who will be handling your complaint and the expected resolution date.

If we receive a complaint by mail, email, website or fax, we will acknowledge your complaint within 48 business hours. We may do this by phone, mail or email and we will advise you of the name and contact details of the person handling your complaint.

To help us investigate and resolve your complaint, we require the following information:

• your full name and contact details;
• the name/s of any staff from The Peak Partnership involved in the matter;
• details of the dates and times of the incident in question;
• clear and concise details as to the nature of your complaint; and
• what you would like to see happen.

You can also register a complaint about a tax agent service we have provided through the Tax Practitioners Board (TPB). A complaint can be made to the TPB in writing using the prescribed form through its website at myprofile.tpb.gov.au/complaints/

Further information about how to make a complaint through TBS can be found at www.tpb.gov.au/complaints

RIGHTS AND OBLIGATIONS
Our Letter of Engagement, including our Standard Terms and Conditions, includes information about your rights and obligations, as well as our obligations as your tax agent.

Please also refer to the ‘Information for Clients’ fact sheet, published by the Tax Practitioners Board (TPB), summarising our obligations to the Australian Tax Office (ATO) and to you. This fact sheet is available at www.tpb.gov.au

RESOLVING COMPLAINTS
We aim to resolve all complaints within five (5) business days. If your complaint is more complex and will take longer to resolve, the matter will be escalated to our Directors and you’ll be kept informed of our progress.

In resolving complaints, we aim to find a solution that is fair to all parties using all relevant information and common sense. In doing so, we will consider the conduct of all parties involved in the incident in question as well as the engagement contract between us. We may need further information from you to assist with our consideration.

Any person who is involved in the subject matter of the complaint will not investigate your complaint.

We will report our findings to you in writing in a timely fashion upon completion of our investigation.

REGISTER OF TAX AGENTS AND BAS AGENTS
The Tax Practitioners Board (TPB) maintains a register with details of registered, suspended and deregistered tax and BAS agents (collectively referred to as tax practitioners).

This register is available to the public to search at www.tpb.gov.au/public-register. There are two search options to find a tax practitioner:

1. check if a tax practitioner is registered with TPB, by entering the tax practitioner’s name or registration number;
2. find a tax practitioner near you, by entering your address.

We are obliged to advise clients of certain events which may influence your decision to engage us as your tax agent. There are no current issues about which we are obliged to advise you.

FURTHER ACTION
If you remain unsatisfied with the outcome, where possible we will provide you with the details of other parties who may be able to assist you further. These other parties may include CAANZ,  CPA Australia and Tax Practitioners Board (TPB).

MORE INFORMATION
If you would like more information concerning how we handle complaints, please contact our office during business hours.

The Peak Partnership
17 Mt Gravatt-Capalaba Road
Upper Mt Gravatt Qld 4122

PO Box 6048
Upper Mt Gravatt Qld 4122

P: +61 7 3360 9888
E: email@peakpartnership.com.au
W: www.peakpartnership.com.au