At OMW Accountancy Pty Ltd, we genuinely care about our clients and strive to provide the highest level of service. We kindly request that any concerns or grievances be resolved amicably, without the need for external involvement. Our goal is for all parties to reach a satisfactory and peaceful resolution.
If you have a complaint regarding our services, please follow the steps outlined below:
Step 1: Raise Your Concern
We encourage you to first discuss your concern directly with the relevant staff member. Open communication is key, and we appreciate the opportunity to address issues at their source.
Step 2: Submit a Formal Complaint
If the issue is not resolved satisfactorily through initial discussions, we invite you to submit a formal complaint. This can be done by filling out the complaint form available on the Tax Practitioners Board (TPB) website. The TPB provides guidance and support for consumers and practitioners alike.
Link to TPB Complaints Form: TPB Complaints Form
Step 3: Acknowledgment of Your Complaint
Upon receiving your formal complaint, we will acknowledge it promptly, ensuring that the details are documented and that your concerns are taken seriously.
Step 4: Investigation
We will investigate your complaint thoroughly. This may involve reviewing documentation, interviewing relevant personnel, and gathering additional information. We aim to complete this process within a reasonable timeframe while ensuring fairness and transparency.
Step 5: Resolution
Once the investigation is complete, we will communicate the findings to you. If we find merit in your complaint, we will work towards an effective resolution that aligns with the Tax Agent Services Act 2025 (TASA 2025) standards.
Suggested Practices Under TASA 2025 Update:
- Transparency: We commit to keeping you informed at all stages of the complaint process.
- Confidentiality: All complaints will be treated with the utmost confidentiality and respect.
- Fairness: Your complaint will be handled without bias, ensuring that all parties are treated justly.
Step 6: Further Action
If you remain unsatisfied with the resolution provided, you may escalate your complaint to the Tax Practitioners Board. Further information on this process can also be found on their website.
We sincerely appreciate your feedback, as it helps us enhance our service and resolve any potential issues swiftly. Thank you for your understanding and cooperation in striving towards a happy and peaceful resolution for all involved.
If you have any questions or need assistance with this process, please do not hesitate to contact us.
