How We Work Together
The day-to-day of a Resolve engagement – what to expect from us, and what we need from you
Why this page exists
Good advice depends on more than expertise. It depends on a working rhythm – clear scope, prompt information, honest conversations when things drift. This page sets out how we work, so the relationship starts well and stays that way.
Our About page sets out what we stand for: clarity, confidence, care. This page is how those commitments show up in practice.
Your engagement letter references this page and we use it as a practical guide to how we work together. The Engagement Standards at the foot of this page form part of the terms of your engagement.
1. What you can expect from us
Clear scope. Every engagement starts with a written engagement letter. It sets out what we will and won’t do, what it costs and how we’ll work together. If scope changes, we’ll tell you before the work begins – not after.
Plain English. Tax and accounting are technical disciplines. Our job is to translate, not hide behind the jargon. If something isn’t clear, that’s on us – say so, and we’ll explain it differently.
Timely responses. We acknowledge client communications within two business days. If a matter needs longer, we’ll tell you when to expect a substantive answer.
Proactive guidance. Where we see something material – a risk, an opportunity, a deadline closing in – we’ll raise it. We won’t wait to be asked.
Continuity. Each year you’ll receive a recap of what we delivered and what’s coming up next. The value of the relationship shouldn’t rely on memory.
Qualified review. Substantive advice and formal deliverables provided to you are reviewed by an appropriately qualified professional, regardless of the tools used to support the work.
Confidentiality and compliance. We handle your information in line with our Privacy Policy and our professional and regulatory obligations – including those under AML/CTF legislation. We’ll explain what those obligations mean for you at onboarding.
2. What we need from you
The flip side. None of these are bureaucratic – they’re the practical things that make the difference between advice that lands and advice that doesn’t.
Timely responses. When we request information, documents or sign-off, please respond within five business days unless we’ve agreed a different timeframe in writing. Delays compound: a missed week on your side often becomes a missed deadline on ours.
Complete and accurate information. Half the picture leads to half the answer. You must provide complete and accurate information, including anything that may be relevant to the advice we’re giving. We’d rather know about the awkward issue early than discover it at year-end.
Engagement in advisory work. If you’ve engaged us for advisory services, the work depends on you turning up prepared. We provide an agenda and any pre-reading 48 hours ahead of each meeting. Coming prepared is what makes the meeting worth having.
Tell us when things change. New entity, new director, new bank account, new revenue line, change of address, change of marital status – these can all change the advice. The earlier we know, the better.
Source records on your side. You’re responsible for maintaining your own underlying records – bank statements, invoices, receipts, contracts. We work from what you provide.
Communication in writing. Instructions, approvals and material information must be provided by email or by agreed document unless we agree another process in writing. Verbal comments and instant messages are not a substitute for formal written instructions and may not be actioned.
Business hours. Our standard operating hours are Monday to Friday, 9am–5pm AEST/AEDT. Communications received outside those hours will generally be addressed on the next business day.
Respect for our team. Our people will always be professional with you. We ask the same in return.
3. When things drift
Life happens. Deadlines slip. Weeks get away. Priorities shift. We’ll always try to work with you first.
But where unresponsiveness or repeated delays materially affect our ability to deliver – or to meet our own compliance obligations – we follow a graduated process:
First, a check-in. A direct conversation about what’s getting in the way and how we can help unblock it.
Second, a written notice. If responsiveness doesn’t improve, we’ll confirm the concern in writing – together with the implications: deadlines we can no longer guarantee, work we will pause and any additional fees we will charge for time incurred as a result of the delay or rework.
Third, termination. Where the working relationship cannot reasonably continue, we may terminate the engagement in accordance with the engagement letter. We’ll always have a conversation with you first.
We’ll apply these steps in sequence where reasonable but reserve the right to act directly where circumstances require it.
4. Who does the work
Your engagement is led by a director, supported by our wider team. We’ll tell you who’s working on what and you’re welcome to ask. We’re small enough to move fast and big enough to deliver – and we keep it that way deliberately.
5. Fees and the practical bits
Engagement letters are issued annually and reflect the work agreed for that year. Where scope expands, fees are reviewed and discussed before the additional work begins.
Standard fees are reviewed each 1 July. We’ll let you know in writing ahead of any change.
Engagement letters are issued to the relevant client entity or individual and must be signed by an authorised person. Where the client is an entity, the signing individual accepts personal responsibility for the matters set out in the engagement letter, in addition to their authority to bind the entity.
Disbursements are passed through at cost.
For the full terms governing our engagement – including limitations of liability, confidentiality, intellectual property, privacy, payment terms and termination – see your engagement letter and any documents incorporated by it.
6. If something isn’t working
If you’re unhappy with anything – the advice, the service, the way we’ve handled a matter – please tell us. The fastest path to a fix is almost always a direct conversation with your engagement director.
If you’d prefer a more formal channel, our Complaints and Feedback Policy sets out how to raise a concern, how we’ll respond, and the external bodies you can approach if needed. We acknowledge complaints within two business days and aim to resolve most matters within 30 days.
We treat feedback – positive and negative – as a chance to do better. Raising a concern will not affect your relationship with us.
7. Talk to us
If anything on this page isn’t clear, or doesn’t feel right for your situation, the answer is almost always a five-minute conversation.
8. Engagement Standards
The following standards form part of the terms of your engagement with Resolve, as referenced in your engagement letter. They give effect to the working principles set out above.
8.1 Application. These standards apply to all engagements with Resolve Advisory Pty Ltd and its related entities (Resolve Advisory Group Pty Ltd, Resolve Recruit Pty Ltd and Resolve Recruit Payroll Pty Ltd) (collectively, Resolve).
8.2 Information. You must provide Resolve with complete, accurate and timely information relevant to the engagement. You are responsible for maintaining your own underlying records. Resolve is entitled to rely on the information you provide without independent verification, except where the engagement letter expressly provides otherwise.
8.3 Response times. You must respond to Resolve’s requests for information, documents or sign-off within five business days, unless a different timeframe is agreed in writing. Resolve will acknowledge your communications within two business days and provide substantive responses within a reasonable time having regard to the nature of the matter.
8.4 Form of communication. Instructions, approvals and material information must be provided by email or by agreed document, unless another process is agreed in writing. Verbal communications and instant-messaging platforms are not a substitute for formal written instructions and may not be actioned by Resolve.
8.5 Notification of changes. You must notify Resolve promptly of any change in circumstances that may be relevant to the engagement, including changes to entity structure, directorship, ownership, banking, contact details, personal circumstances or business activities.
8.6 Advisory engagements. Where Resolve has been engaged to provide advisory services, you must engage substantively with the advisory process, including by reviewing pre-reading, completing any agreed pre-meeting work, and attending scheduled meetings prepared.
8.7 Conduct. You agree to treat Resolve personnel with courtesy and respect. Resolve reserves the right to decline to act for, or to terminate the engagement of, any client whose conduct toward our people falls below this standard.
8.8 Non-compliance with these standards. Where you do not comply with these standards, Resolve may:
a. issue a check-in to identify and resolve the issue;
b. issue a written notice setting out the concern, the implications for the engagement (including deadlines, scope and pause of work), and any additional fees that will be charged for time incurred as a result of the non-compliance;
c. charge for additional time incurred as a result of delays, rework or duplicated effort caused by non-compliance, at Resolve’s standard rates as set out in, or otherwise notified under, the engagement letter;
d. pause work on the engagement until the non-compliance is remedied; and
e. terminate the engagement in accordance with the engagement letter.
Resolve will, where reasonable, apply these steps in sequence – but reserves the right to proceed directly to any step where the circumstances warrant.
8.9 Fees on termination. Where the engagement is terminated under clause 8.8(e), you remain liable for fees and disbursements for work performed up to the date of termination, including any fees properly chargeable under clause 8.8(c).
8.10 Relationship with the engagement letter. These standards are read in conjunction with, and do not override, the terms of your engagement letter. In the event of any inconsistency, the engagement letter prevails.
8.11 Updates. Resolve may update these standards from time to time. The version in effect at the date of your engagement letter applies to your engagement, unless we notify you in writing that an updated version applies.