At Resolve, we are committed to delivering high-quality services and maintaining strong, transparent relationships with our clients and stakeholders. We welcome feedback and take complaints seriously. This policy outlines how you can provide feedback or raise concerns and how we will respond.

1. Purpose and Scope

This policy applies to all complaints or feedback received in connection with the services provided by Resolve Advisory Pty Ltd and its related entities (including Resolve Advisory Group Pty Ltd, Resolve Recruit Pty Ltd and Resolve Recruit Payroll Pty Ltd).

It outlines how we manage complaints from clients and external parties in a professional, fair and timely manner.

2. Guiding Principles

We are committed to the following principles:

• Respect and Dignity: Complainants will be treated with courtesy, respect, and fairness at all times.

• No Detriment: We will ensure that raising a complaint does not negatively impact your relationship with us.

• Accessibility: We accept complaints via email, phone or in writing. If you need assistance making a complaint, we can support you or accept complaints on your behalf from a nominated representative.

• Timeliness: We aim to acknowledge all complaints within 2 business days and seek to resolve most matters within 30 days. If more time is needed, we will keep you informed of our progress.

• Transparency and Privacy: All complaints are handled confidentially and in accordance with our Privacy Policy. Your information will only be shared internally as necessary to resolve the matter.

• Fairness and Objectivity: All complaints will be assessed objectively and without bias.

3. How to Make a Complaint or Provide Feedback

You can submit a complaint or feedback in any of the following ways:

• Email
  Send your feedback or complaint to:
  hello@resolve-advisory.com.au

• Phone
  Call our office on:
  +61 (02) 6147 6741

• Mail
  Resolve Advisory
  PO Box 4524
  Kingston ACT 2604

Please include the following information (where applicable):

• Your name and contact details

• The nature of your concern

• Names of any Resolve team members involved

• Any relevant documentation

• The outcome you are seeking

4. Our Complaints Handling Process

Upon receiving a complaint:

1. Acknowledgement: We will acknowledge your complaint within 2 business days.

2. Initial Review: The complaint will be reviewed by an appropriate team member or manager. Where necessary, we may contact you for further information or clarification.

3. Resolution: We aim to resolve most complaints within 30 calendar days. If we require more time, we will provide you with an update and expected timeframe for resolution.

4. Outcome: You will be informed of the outcome of your complaint in writing.

5. Escalation and Further Action

If you are not satisfied with the outcome or how your complaint has been handled, you may request an internal review. If, after this review, you still believe your complaint has not been adequately addressed, you may contact the relevant external body:

• Tax Practitioners Board (TPB)
  For complaints involving tax agent services
  www.tpb.gov.au

• Australian Securities & Investments Commission (ASIC)
  For serious misconduct or unlawful activity
  www.asic.gov.au

• Chartered Accountants Australia and New Zealand (CA ANZ)
  For concerns relating to a registered member
  www.charteredaccountantsanz.com

6. Escalation and Further Action

We treat complaints and feedback as an opportunity to improve our services, systems and communication. Where appropriate, outcomes of complaints may be used to inform staff training and business process improvements.