Overview

We aim to provide high quality professional services in an ethical and timely manner.

The objective of this policy is to explain how we receive and attend to complaints made about our services. This policy explains how you can make a complaint, the measures we will take in response and the steps you can take if you are dissatisfied with our response.

We believe it is important for us to have an effective process in place to deal with complaints, so our objective will be to resolve your complaint to your satisfaction in a prompt and fair manner. When raising your complaint we request that you interact with our personnel in a respectful manner.

If your complaint relates to a Wealth Management service provided by Stewart Brown Advisory, please refer to their separate Complaints Policy here.

What Complaints are covered under this policy?

This policy covers a situation whereby:

1. You have expressed dissatisfaction about our services, products, staff or handling of a complaint and
2. You request a response or a response is required at Law.

This policy does not apply to negative feedback that does not require formal resolution.

How to make a complaint

Should you wish to make a complaint please direct it to the engagement partner responsible for your engagement. If you are unsure who this is or feel it would be inappropriate to contact the engagement partner, please contact the person named below:

Contact: Complaints Officer
Address: Tower 1, Level 2, 495 Victoria Avenue, Chatswood
Postal: PO Box 5515, Chatswood NSW 2057
Telephone: (02) 9412 3033
Facsimile: (02) 9411 3242
Email: info@stewartbrown.com.au

When making your complaint please tell us:

• Your name and contact details
• Who you usually deal with at StewartBrown
• The nature of your complaint, including relevant documentation
• What you are seeking to resolve, and
• How you would like us to contact you, e.g. telephone, e-mail, in writing.

Our approach upon receiving a complaint

We aim to handle complaints in a timely, professional and fair manner. Steps will include:

• Acknowledging in writing receipt of your complaint;
• Attempting to resolve your complaint as quickly and fairly as possible
• If we cannot resolve your complaint quickly we may require time to investigate your concerns more fully, and we may request you provide further information
• We will endeavour to resolve your complaint within four weeks of receipt. If this is not possible we will advise you of the reasons why and indicate the expected timeline to complete our review;
• We will provide you with a written response as to the outcome of your complaint
• If you are dissatisfied with our outcome you can submit a request for a review via the contact outlined in the "How to make a complaint" section above. The matter will then be reviewed by the Managing Partner of the firm.
• Where your complaint pertains to the provision of tax agent services you may also choose to notify the Tax Practitioner's Board on their website.

Privacy

All personal information received by us as part of the complaint process will be handled in accordance with our Privacy Policy and we will only use it in relation to the complaint.