Compliments and concerns

We work hard to build lasting relationships with all our clients. Listening to your feedback helps us address any immediate concerns and keep improving our services. There may be times when you want to compliment us on something we’ve done well, and times when you want to tell us we haven’t met your expectations.

Compliments

Our team is always delighted to hear they’ve made your experience a pleasant and successful one. If a team member has given you exceptional service, please let us know using the details below so we can pass on your feedback.

Concerns

If for any reason you feel you haven’t received the highest standard of care, we encourage you to tell us. You can contact us by:

• Phone: 0415 287 362
• Mail: PO Box 1284, Cleveland QLD 4163
• Email: admin@ausena.com.au

If you contact us by mail or email, please give as much detail as possible about your complaint.

Need an update on your complaint?

If you’ve lodged a complaint, you can ask us for an update on its status at any time. Contact us by any of the methods above and refer to your earlier communication so we can respond effectively.

Resolution

We’ll treat you fairly and work to resolve your complaint as soon as possible. In the unlikely event we’re still investigating after 45 days, we’ll contact you to explain why and let you know when we expect to finish. When our investigation is complete, we’ll tell you the outcome and the reasons for our decision.

Taking it further

If you’re still not satisfied, or believe your concern hasn’t been adequately addressed, you can raise it with the relevant industry body:

• Company matters: Australian Securities & Investments Commission (ASIC)
• Personal insolvency matters: Australian Financial Security Authority (AFSA)
• Professional concerns: Australian Restructuring Insolvency & Turnaround Association (ARITA), CPA Australia, or the Tax Practitioners Board (TPB)