Complaints Policy
1. Purpose
At Goodwin Chivas & Co, we are committed to building strong, trusted relationships with our clients. We value feedback and take complaints seriously as part of our commitment to continuous improvement and professional standards.
2. What is a complaint?
A complaint is an expression of dissatisfaction made to or about our firm, our services, or our staff, where a response or resolution is expected or legally required.
Complaints may relate to:
- Tax agent services
- Business advisory or accounting services
- Staff conduct or communication
- Delays, errors, or service quality concerns
- Handling of a previous complaint.
3. How to make a complaint
You can lodge a complaint using the following methods:
Role: Complaints Officer
Name: Gavin Hilton
Address: Suite 401, 29-31 Solent Circuit Norwest NSW 2153
Phone: 02 9899 3044
Email: admin@goodwinchivas.com.au
4. Complaints handling process
Step 1 – Acknowledgement
We will acknowledge receipt of your complaint within 2 business days where practicable.
Step 2 – Investigation
Your complaint will be reviewed fairly and impartially.
Step 3 – Response
We will provide a written response within 30 days outlining the outcome and reasons.
5. Fairness and accessibility
Our complaints process is free, accessible, and easy to understand. We can provide assistance if required.
6. Record keeping
We maintain a register of complaints and retain records as required.
7. If you are not satisfied
You may lodge a complaint with the Tax Practitioners Board (TPB).
Website: https://www.tpb.gov.au/complaints
Phone: 1300 362 829
8. Availability
This policy is publicly available and provided upon request.
9. Continuous improvement
We review complaints to improve our services.
