Complaints Handling Process
Complaints & Feedback
Your feedback matters
We are committed to providing an independent, professional and high-quality SMSF audit service.
If something has not met your expectations, we encourage you to tell us. We take all concerns seriously and use feedback to help us continually improve our services and our approach to quality.
A simple, transparent process
01 — Tell us
Submit your complaint or feedback through our secure client portal or contact us directly.
Please provide enough information for us to understand the matter, including the relevant fund, audit year and the nature of your concern.
02 — We review
We will acknowledge your complaint and review the circumstances objectively.
Where appropriate, we will examine relevant audit records, communications and other information to understand what occurred.
03 — We respond
We will provide you with the outcome of our review and explain any action we propose to take.
Our aim is to resolve complaints promptly, fairly and respectfully.
04 — We improve
Where a complaint identifies an opportunity to improve, we will consider the appropriate action within our quality management system.
This may include reviewing our processes, controls, communication or other aspects of our professional practice.
Confidentiality & independence
Complaints are handled confidentially and in accordance with our professional and legal obligations.
Where a complaint relates to an audit engagement, we will consider any implications for auditor independence, professional obligations, audit quality and our system of quality management.
Making a complaint will not affect the independent exercise of professional judgement or the conduct of an audit engagement.
Not satisfied?
If you remain dissatisfied following our response, please let us know. We will review your concerns and, where applicable, provide information about any appropriate external avenue for raising the matter with a relevant professional or regulatory body.
We welcome your feedback
Our commitment to quality extends beyond completing an audit. It includes listening to our clients, responding to concerns and continually improving the way we work.
Submit a Complaint via our Portal
Your feedback helps us maintain the professional standards and quality expected of an independent SMSF audit practice.