HOW TO PROVIDE FEEDBACK
We’re committed to providing high quality accounting, credit, and financial advice and services that make a meaningful difference in your life. While we always act in your best interests, if you’re ever dissatisfied with our service or have suggestions for improvement, we welcome your feedback.
Who do I contact?
Your first step should be to speak to either your Accountant, Credit Adviser or Financial Adviser and discuss what can be done. They’ll try to resolve any concerns you may have but, even if they can’t, you can expect your complaint to be acknowledged in writing within 24 hours (or 1 business day).
What if I don’t want to speak to my accountant, credit adviser or financial adviser?
Your accountant, credit adviser and/or financial adviser knows you, and your circumstances best, but you don’t need to speak with them if you would prefer not to. In these circumstances, contact our Complaints Officer on 1300 832 128 or complaints@focuspa.com.au. The Complaints Officer will acknowledge your complaint within 24 hours (or 1 business day) and then manage your complaint through to resolution.
How do I contact the Complaints Officer?
You can contact our Complaints Officer by telephone, email or post:
Phone: 1300 832 128 (our office hours are between 8.30am – 5.00pm Monday to Friday AEST) Post: The Complaints Officer, Level 10, 17 Castlereagh Street, Sydney NSW 2000.
Email: complaints@focuspa.com.au.
Do I have to put my complaint in writing?
You don’t have to fill out forms or submit additional paperwork simply to let us know that you’re unhappy with us, our staff or our services. You can lodge a complaint with us over the phone, via email or by post.
When can I expect the matter to be resolved?
Where we can’t resolve your complaint within 5 business days, we’ll respond formally by providing you with a written response within 30 days. Although our response will depend on the specific nature of your complaint, you can expect that response will outline our findings and include information that may help you understand our position.
What should I provide to you?
We may require additional information to resolve your complaint so you’ll need to provide us with your current contact details and confirm your preferred contact method. Please provide us with an explanation of your dissatisfaction to allow us to investigate the matter for you.
To assist us in resolving your complaint in an efficient and fair manner, please try to clearly explain the problem to us and tell us how you believe your complaint could be fairly resolved.
What if my complaint isn’t resolved to my satisfaction, what can I do?
We might not be able to resolve your complaint in the way you want, but if we can’t resolve the complaint to your satisfaction, the following is available:
If you have a complaint about your Credit or Financial Adviser, you can contact the Australian Financial Complaints Authority (AFCA) for free, fair and independent dispute resolution.
AFCA can be contacted:
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 Email – info@afca.org.au
Further information about their complaint handling process may be found on their website – www.afca.org.au
For complaints about a registered tax practitioner’s conduct, such as unprofessional behaviour, misconduct, or services not meeting legal requirements, you should contact the Tax Practitioners Board (TPB).
Tax Practitioners Board
Phone: 1300 362 829
Website: www.tpb.gov.au/complaints
For concerns relating to your Accountants fees, service quality, or business practices such as misleading advertising or unfair treatment, you should contact your local relevant authority, Consumer Affairs or the Office of Fair Trading in your State or Territory.
What if I need additional assistance?
We want to hear from you, if you have special needs, or if we need to make additional arrangements to make that possible, we’ll do so. Please let us know if you need:
- Australian Sign Language (AUSLAN) video presentations of material;
- Text telephone (TTY) and the National Relay Service (NRS); and
- Translation services.
What about my privacy?
Our Privacy Policy extends to the management of complaints and covers the collection, use and disclosure of information in relation to a complaint. We respect the privacy and confidentiality of the information provided by you and adhere to the Australian Privacy Principles. A copy of our Privacy Policy will be made available upon request or by clicking here.