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72-hour practitioner complaint resolution process

72-hour practitioner complaint resolution process

From July 2019, we will implement a 72-hour practitioner complaint resolution process. When we receive a complaint from a client of a tax practitioner, we will assess the complaint. If the complaint is suitable for a referral, it will be subject to the following process:

1) The complaint will be sent to the tax practitioner

We will refer the complaint and the client’s contact details to the tax practitioner to enable them to engage with the client. We will also notify the complainant.

2) The tax practitioner must engage with the complainant directly

We will provide details of what the tax practitioner needs to do on receiving the referral.

3) The tax practitioner must endeavour to resolve the complaint within 72 hours

On receipt of the referral, the tax practitioner must endeavour to resolve the complaint directly with the client within 72 hours (three business days). Failure to do so could lead to further action by the TPB, including an investigation.

4) The tax practitioner must notify the TPB of the outcome

Within 72 hours, the tax practitioner must notify the TPB of the outcome of discussions with the complainant. If the complaint is resolved, we will seek further confirmation from the complainant and close the complaint. If the complaint is not resolved, we will consider what further action is necessary.


Last modified: 11 June 2019