Paradigm Accounting – Complaints Policy

Overview of Policy

At Paradigm Accounting, we are committed to delivering high-quality, professional services with integrity and care. We value client feedback and take all concerns seriously, recognising that an effective complaints handling process is essential to continual improvement and maintaining trust.

This policy outlines how clients can make a complaint, how we handle complaints about our services or staff, and what steps are available if a client is not satisfied with our response.

What is a Complaint?

A complaint is:

"An expression of dissatisfaction made to or about Paradigm Accounting, related to our services, staff, or complaint handling process, where a response or resolution is expected or legally required."

This policy does not apply to general feedback that does not require follow-up or resolution, although we still appreciate such input to help us improve.

Our Approach

We aim to handle all complaints:

• Promptly
• Respectfully
• Professionally
• Fairly and transparently

While we encourage you to raise concerns, we expect that our team members are treated with courtesy during the process.

How to Make a Complaint

If you wish to make a complaint about a specific service, staff member, or engagement, you may:

1. Contact the staff member or partner involved in the engagement directly.
2. If this is not appropriate or you are unsure who to contact, please visit our website at www.paradigmaccounting.com.au and click the Contact Us button.
3. In your message, please clearly state that your enquiry is a complaint and specify your office location if applicable.

To help us address your complaint effectively, please include:

• Your name and preferred contact details
• Your preferred contact method (e.g., phone, email)
• A clear description of your complaint
• Relevant documentation (if any)
• Name of your regular contact at Paradigm Accounting
• What outcome or resolution you are seeking

Privacy and Confidentiality

All personal information collected during the complaint process will be handled in accordance with our Privacy Policy and used solely for investigating and resolving your complaint.

Need Assistance?

If you require help to make a complaint, you may appoint someone (such as a friend or family member) to assist or represent you. We will require written permission to communicate with your representative.

Our Complaint Handling Process

1. Acknowledgement

   We will acknowledge receipt of your complaint in writing within 5 business days, or as soon as practicable.

2. Investigation

   We aim to resolve complaints promptly. If we cannot resolve your issue immediately, we will investigate further and may contact you for more information.

   • Most complaints will be resolved within 30 calendar days.
   • If a delay is expected, we will notify you and advise when we anticipate completing the review.

3. Response

   Once the complaint has been reviewed, we will respond in writing with a summary of our findings and the reasons for the outcome.

Escalating Your Complaint

If you are not satisfied with the initial response, you may escalate the matter by submitting a request for a formal review through the Contact Us section on our website. Your complaint will then be reviewed by a senior manager or director.

Complaints Relating to Tax Agent Services

If your complaint relates to services provided under our tax agent registration and you are not satisfied with our response, you may refer the matter to the Tax Practitioners Board (TPB) via www.tpb.gov.au.