Complaints Handling Policy

1. Introduction

At BellchambersBarrett, we pride ourselves on delivering quality work which meets the needs and expectations of our clients. In the unlikely event that you have feedback or concerns which cannot be resolved with the engagement team directly, or which you do not want to raise with the engagement team, we have established the below Feedback and Complaints Handling Policy.

This policy provides information regarding how BellchambersBarrett, as a professional services firm, handles feedback and complaints . We understand the importance of providing appropriate mechanisms for our clients and other external parties to voice feedback and complaints. This policy provides guidance on how concerns can be raised and how they are addressed.

Exclusions to this policy include:

  • negative feedback which does not require response or resolution
  • concerns regarding recruitment or employment
  • concerns of BellchambersBarrett staff – staff are reminded to refer to internal HR policies and procedures which guides how to raise internal matters.

BellchambersBarrett does not monitor feedback and complaints made on social media accounts or channels.

2. Guiding Principles

The following guiding principles we apply in handling complaints are:

  • People focus
    We value and respect our relationship with our clients. We ensure there are avenues to report feedback and complaints where you are dissatisfied. Complainants will always be treated with respect, and we will involve the complainant in the process where appropriate.
  • Ensuring no detriment to complainant
    We will take all reasonable steps are taken to ensure that complainants are not adversely affected because of making a complaint.
  • Visibility and transparency
    This policy is available on our website and can be made available in hardcopy if required.
  • Accessibility
    We will provide support to any individual wanting to make a complaint who may need assistance. This includes accepting complaints from someone acting on another person’s behalf.
  • No charges
    We do not charge a fee to make a complaint.
  • Responsiveness
    We will respond to complaints in a timely manner including prompt acknowledgment when a complaint is received. We prioritise complaints involving urgency. We will advise complainants as soon as practicable if we are unable to resolve their complaint or if timeframes cannot be met.
  • Impartiality and fairness
    We address each complaint in an objective, impartial and unbiased manner.
  • Equity
    We will address all complaints in accordance with this policy. Where a resolution cannot be reached, we will escalate to a third-party to assist with mediation.
  • Privacy and disclosure
    We will comply with all relevant privacy laws and ethical obligations when managing personal data.

3. Managing Complaints

Mechanisms to report complaints

Complaints can be directed to the relevant engagement team either orally, by letter or by email. Initiating the complaint in writing can ensure that the details are clear and complete.

If you are unsure who to direct your complaint to or if it would be inappropriate to direct the complaint to the engagement team, please contact feedback@bellchambersbarrett.com.au.

The details of the complaint should include:

  • name
  • name of complainant (please note if you are making a complaint on someone’s behalf)
  • complainant’s contact phone number and email address
  • description of the concern including details of the complainant’s relationship with BellchambersBarrett and any BellchambersBarrett staff involved
  • the desired outcome
  • copies of any supporting documentation.

Managing complaints process

To assist in gathering information, assessing and addressing complaints, details about the complaint may be shared with:

  • the people or team the complaint is about
  • other staff within BellchambersBarrett who may assist in addressing the complaint
  • if a complaint is made on behalf of an organisation, that organisation.

We may also need further information from you to assess the complaint. If you do not provide this information, we will still assess the complaint based on the information we have received.

If you require assistance to initiate a complaint, please contact a member of the engagement team from BellchambersBarrett. If you do not think this is appropriate, please contact the complaints mailbox detailed above or call 02 6239 5011 and ask to speak to a quality partner. If someone initiates the complaint on your behalf, we may need your written confirmation before we can discuss the complaint with them.

We will confirm in writing when a complaint has been received. We will update you on the status of the complaint where appropriate and endeavour to resolve complaints within 45 days. We will inform you in writing if the complaint is not expected to be resolved within this timeframe.

When the complaint has been assessed and a resolution has been determined we will update you in writing. If you are dissatisfied with the resolution, you can request a second review of the complaint.

Further action

If you are dissatisfied with the resolution of the complaint or how the complaint has been handled, please request a second review of the complaint. If required, after the second review of the complaint, you can refer your concerns to the appropriate external body listed below:

  • Australian Securities & Investments Commission
    For complaints involving misconduct or illegal activity within ASIC’s jurisdiction (please contact ASIC for further information) www.asic.gov.au
  • Institute of Internal Auditors Australia
    For complaints involving a registered member of this association https://iia.org.au/
  • Tax Practitioners Board
    For complaints about a registered Tax Agent www.tpb.gov.au