Vincents strives to provide you with a professional service. However, we understand that there may be times when you may not always be satisfied with every aspect of your interaction or the service provided. To ensure that you have the means to raise with us any concerns you may have and to assist us in handling them fairly and efficiently we provide the following guidelines on how the firm will receive and manage complaints made against it, its Directors or its employees.
How can a complaint be made?
You can raise your concerns with us in person or by telephone, however, so the details of your complaint are fully understood and can be handled as quickly as possible by the most appropriate person it is preferable that your concerns are made in writing. This can be by letter, fax or email.
Where a complaint relates to a particular job or service, you can direct it to the Director, or Manager responsible for carrying out the work.
If you are not sure who to refer your complaint to, or you are more comfortable raising your concerns with someone you don’t normally deal with please address your complaint to:
The Complaints Officer
Vincents Chartered Accountants
PO Box 13004
Brisbane QLD 4001
Phone 1300 766 563
Fax 61 7 3228 4099
What information should you provide?
The following information will assist us in determining the issues and details of your concerns and enable us to respond as quickly as possible.
- your name and position
- your current address, email and telephone number
- the entity or individual for whom the work was carried out if applicable
- your relationship with Vincents (client, supplier, affiliate)
- the date or period of time of the action that gave rise to the complaint
- the nature of your concerns or complaint
- the name of the Director or employee involved in the matter if applicable
- copies of any documentation that supports your concerns
- what you would like the outcome of your complaint to be
Privacy and Confidentiality
How and when we will respond
We will address your complaint or concern promptly. Any significant health and safety issues will be addressed immediately. Otherwise, we will acknowledge your complaint in writing by email or facsimile within 3 working days or if this is not available to you by mail within 5 working days of receiving it.
Once it has been received, we will commence a review of the circumstances surrounding the complaint. We will address your concerns in an equitable, objective and unbiased manner.
We may need to get further information from you to fully assess the situation and will contact you if this is necessary.
We will try to reach a satisfactory resolution within 20 working days of receiving your complaint, but this may not always be possible. If we are unable to, we will write to you to let you know the reasons for the delay, and indicate to you when we expect to be in a position to complete our review.
Once we have completed our review of the circumstances of your complaint, we will provide you with a written response addressing each of your concerns.
What if you are not satisfied with our response?
Our aim is to resolve the issues to your satisfaction, however, if you are unhappy with the response or outcome received, you can ask for it to be reconsidered. Such a request should address the specific reasons for your dissatisfaction and be made in writing to the Complaints Officer and forwarded by post, email or fax to the address provided above. We will acknowledge receipt of your request by email or facsimile within 3 working days or if this is not available to you by mail within 5 working days of receiving it. A final written response will be provided within 10 working days of receipt.
If you are still dissatisfied with the response or the way we handled your complaint, you are able to refer the matter to the following professional or regulatory bodies.
Chartered Accountants Australia & New Zealand (CA ANZ)
Phone: 1300 137 322
Australian Restructuring Insolvency and Turnaround Association (ARITA)
Phone 61 2 9290 5700
Tax Practitioners Board (TPB)
Phone 1300 362 829
Australian Securities and Investments Commission (ASIC)
Phone: 1300 300 630
The Financial Ombudsman Service Limited (FOS)
Phone: 1300 780 808
The Australian Financial Security Authority (AFSA)
Phone: 1300 364 785
Our Commitment to you
The quality of the service we provide and the satisfaction of our clients and others is very important to us. We take this process seriously and as a valuable opportunity to improve our service and the way we interact with our clients and others. All complaints will be analysed by Management to identify recurring issues and changes will be made to systems and processes as considered necessary.
Should have suggestions to improve the process please let our Complaints Officer know. We will review our complaints handling process on a regular basis and make changes based on feedback.
If you need help in putting together the information or any other aspect of these guidelines, please contact the Director or Manager working on your matter or our Complaints Officer.