Introduction

 

At MTSE Accountants & Business Advisors, we are committed to providing high-quality services to all our clients. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns and improve our practice.

 

How to Make a Complaint

 

Step 1: Informal Resolution

If possible, please raise your concern directly with the staff member involved. Many issues can be resolved quickly and informally.

 

Step 2: Formal Complaint Submission

If you are not satisfied with the response or prefer to make a formal complaint, please contact us in writing by email: admin@mtse.com.au

 

Please provide:

- Your name and contact details

- Details of your complaint (including dates, names, and relevant documents)

- The outcome you are seeking

 

3. Acknowledgement

 

We will acknowledge receipt of your complaint within 2 working days.

 

4. Investigation

 

- A senior member of staff will investigate your complaint.

- We may contact you for further information or clarification.

- We aim to resolve all complaints within 10 working days. If more time is needed, we will keep you informed of progress.

 

5. Outcome

 

- You will receive a written response detailing our findings and any actions we will take.

- If your complaint is upheld, we will explain how we plan to resolve the issue.

 

6. Further Action

 

If you remain dissatisfied after our final response, you may refer your complaint to the relevant professional body or ombudsman, such as:

 

- IPA's complaints process can be accessed at https://www.publicaccountants.org.au/about/complaint-investigation/complaints-about-an-ipa-member.

- TPB's complaints process can be accessed at https://www.tpb.gov.au/complaints.

 

7. Confidentiality

 

All complaints will be handled sensitively and in accordance with our privacy policy.

 

8. Continuous Improvement

 

We value feedback and use complaints as an opportunity to improve our services.