Sinclair Wilson Complaints Policy
Our commitment
Sinclair Wilson aims to resolve any concerns you may raise directly with you in the first instance. Prior to lodging a formal complaint, please first discuss it with your accountant. If we cannot achieve a fair outcome together, we will help you to escalate your concerns internally or to the appropriate external body if required.
What is a complaint
A formal expression of dissatisfaction about our services, fees, staff conduct or our complaint‑handling itself, where a response is expected.
Lodging your complaint
| Method | Details | Availability |
|---|---|---|
| Phone | (03) 95564 0555 | Mon–Fri, 9 am–5 pm AEST |
| Online webform | www.sinclairwilson.com.au/complaints | 24/7 |
| In person | Visit any of our offices | By appointment |
How do we handle your complaint
| Stage | What we do | Timeframe* |
|---|---|---|
| Acknowledge | Confirm receipt | ≤ 2 business days |
| Investigate | Review facts, speak with those involved | ≤ 15 business days |
| Respond | Written outcome | ≤ 20 business days |
| Internal review | Executive review if you’re dissatisfied with the outcome | ≤ 15 business days |
*Complex matters may take longer; we update you at least every 10 business days.
External escalation
| Issue type | Responsible body | Contact for more information |
|---|---|---|
| Professional conduct or ethics | CPA Australia Professional Conduct or CA ANZ Professional Conduct Committee | cpaaustralia.com.au / charteredaccountantsanz.com |
| Tax agent service breaches | Tax Practitioners Board (TPB) | tpb.gov.au/complaints
|
| Financial‑services engagement | Australian Financial Complaints Authority (AFCA) | afca.org.au |
| Fee‑only disputes | Consumer Affairs Victoria / VCAT | consumer.vic.gov.au |
Each body may decline matters outside its jurisdiction or that have not first been raised with us.
Your rights and responsibilities
- Fair, impartial treatment.
- Timely and professional response.
- Privacy and confidentiality.
- No‑cost process and no detriment – lodging a complaint will not adversely affect you.
- Natural justice – decisions will be based on evidence; both parties can present their view.
- Continuous improvement – we will analyse any complaints that we receive and will take steps to improve our services where appropriate.
Records and retention
All complaint files are stored securely for 7 years in accordance with our Privacy Policy and made available to regulators on request.