Dispute Resolution
Your feedback is important to The Macro Group, and whilst we are trying to continuously improve we understand that sometimes things don’t turn out like they should. As a client, you are the most important part of our business and we would appreciate the opportunity to resolve solve any complaint. Please see our Complaints Policy below.
To inform us of a complaint please email admin@macrogroup.com.au or call (07) 3844 5555.
Complaints Policy
How a complaint may be made
Where a complaint is about a particular engagement, product, partner or employee and you are familiar with the engagement team working on your matter, you may wish to address your complaint to an appropriate member of that engagement team, orally, by letter, email or fax.
Where possible, complaints should be made in writing so that the details of the complaint are clear and complete.
If you are not sure to whom to refer your complaint, or feel it is inappropriate to address your complaint to a member of the engagement team, please write to:
The Complaints Officer
The Macro Group
PO Box 3555 SOUTH BRISBANE QLD 4101
Email admin@macrogroup.com.au
What information is required when making a complaint?
When making a complaint, please provide the following information:
- Your name, position and contact details
- Your relationship with The Macro Group (i.e. the nature of your engagement with The Macro Group, if you are a client)
- Your contact person within The Macro Group
- The nature of the complaint (including when the conduct giving rise to the complaint occurred)
- Details of The Macro Group partner or employee involved (if applicable)
- Copies of any documentation supporting the complaint.
Assistance with making a complaint
If you need assistance in formulating or lodging a complaint, please contact a member of the engagement team working on your matter. If this is not appropriate, please contact the Complaints Officer (contact details as provided above).
Acknowledgement of complaints
We are committed to acknowledging all complaints immediately upon receipt. Once a complaint has been received, we will undertake an initial review of the complaint.
We will endeavour to resolve complaints within four weeks of receiving the complaint, but this will not be possible on all occasions. Where our review exceeds four weeks, we will contact you to inform you of the reasons for the delay, and indicate to you when we expect to be in a position to complete our review of the complaint.
Your rights during the complaint process
You have the right to enquire as to the status of your complaint by contacting the partner or employee who has been identified to you as handling your complaint.
Response to a complaint
Once we have reviewed your complaint, we will provide you with a written response. If you are dissatisfied with The Macro Group’s response, you have the right to ask for reconsideration of the response by the Complaints Officer. Such a request should be made in writing and forwarded by post or email to the address provided above.
Further action
If you are dissatisfied with the manner in which your complaint has been handled, you may have a right to refer the matter to one of the following external dispute resolution bodies:
Institute of Chartered Accountants in Australia
For complaints involving a registered member of this association.
www.charteredaccountants.com.au
Tel: 1300 137 322
CPA Australia
For complaints involving a registered member of this association.
Australian Securities and Investments Commission (ASIC)
For complaints involving misconduct or illegal activity within ASIC’s jurisdiction (please contact ASIC for further information)
Tel: 1300 300 630
Tax Practitioners Board
For complaints about a registered Tax Agent.
Australian Financial Complaints Authority (for Limited Financial Services Advice only)