BRS Advisory

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Legal · We’d rather hear it than lose you

Complaints

If something has gone wrong, tell us plainly and we will fix it plainly. This is the process, including where to go if you don’t think we’ve dealt with it properly.

Step 1 — Raise it with your accountant

Most problems are misunderstandings about scope or timing and are fixed inside a day. Raise it directly with your named accountant by portal message, email or phone.

Step 2 — Escalate to the principal

If you’re not satisfied, email hello@brsadvisory.com.au with “Complaint” in the subject line. A principal (not the person you’re complaining about, wherever possible) will acknowledge within two business days, investigate, and respond in writing within ten business days with what we found and what we’ll do.

Step 3 — External bodies

If we can’t resolve it, or you’d rather go outside the firm, you can complain to the regulators and professional bodies that oversee us:

  • Tax Practitioners Board — for complaints about tax agent services: tpb.gov.au/complaints
  • Chartered Accountants ANZ — for professional conduct matters: charteredaccountantsanz.com [[confirm membership]]
  • ASIC — for matters concerning SMSF auditor conduct: asic.gov.au
  • Office of the Australian Information Commissioner — for privacy matters: oaic.gov.au

Complaining never affects the standard of service you receive — and under the tax agent services regime we’re required to tell you about the TPB’s complaints process, which is exactly what this page does.