1. Our approach
If something is not right, we want to know. Concerns are taken seriously and handled promptly and fairly.
The Complaints Officer
PO Box 584
Upper Coomera QLD 4209
E: complaints@smsf.group
Phone: 1300 783 823
2. How a complaint is handled
We will acknowledge receipt of a complaint within 48 hours (or two business days). Where this is not possible, acknowledgment will be made as soon as practicable.
Your complaint will be assessed, and you will be advised of the outcome, either by telephone or in writing.
3. External bodies
If we are unable to resolve your complaint to your satisfaction, you may also take the matter to an external body, depending on what the complaint is about:
- Tax agent services: complaints about tax agent services that cannot be resolved with the firm can be taken to the Tax Practitioners Board, the independent regulator of registered tax agents. Website: www.tpb.gov.au
- Personal information: concerns about how personal information has been handled can be raised with the Office of the Australian Information Commissioner (OAIC). Website: www.oaic.gov.au
- Financial services disputes: some disputes may fall within the Australian Financial Complaints Authority (AFCA)'s role where AFCA has jurisdiction. Website: www.afca.org.au
The TPB and OAIC are free to use. AFCA also provides a free and independent dispute resolution service where a complaint falls within its rules.
Submit a complaint
Use the form below if you would like to lodge a complaint electronically.