Complaints and Feedback

How to raise a concern or complaint about our services

If something isn't right, we want to know about it

We hold ourselves to a high standard

If we've fallen short of that standard - whether it's the quality of our work, how we've communicated, a deadline we've missed, or anything else - please tell us

We don't treat complaints as problems

They're feedback, and we'd rather hear it than not. It's how we learn, how we improve, and how we make sure the same thing doesn't happen twice

Most issues can be resolved quickly with a conversation

You won't be judged or treated differently for speaking up. We respect it

Talk to us first

Start with a conversation

Most things can be sorted out quickly by talking to the person you work with - your bookkeeper or account manager. They know your business, they know the context, and nine times out of ten a conversation is all it takes

If you'd rather not go to them directly, or you've tried and it hasn't been resolved, reach out to us:

Email: hello@digit.business
Phone: 1300 344 480

Ask to speak with a partner. We'll take it from there

How we handle it

Get back to you within two business days

So you know we've heard you and who's looking into it
Look at what happened

The work, the records, the communications - and if we need more from you, we'll ask
Give you an honest answer within 10 business days

If it's more complex than that, we'll tell you why and keep you in the loop
If we got it wrong, we'll fix it

No defensiveness, no excuses

If we can't resolve it

External escalation

We hope it never gets to this point, but if you're not satisfied with how we've handled your complaint, you have the right to escalate it externally

Tax Practitioners Board (TPB)

The TPB is the government body that registers and regulates BAS agents and tax agents in Australia. Digit Books Pty Ltd (registration number 24734350) is a registered BAS agent, and we are subject to the Code of Professional Conduct under the Tax Agent Services Act 2009 (TASA)

Lodge a complaint View Digit on the TPB Register

Inspector-General of Taxation and Taxation Ombudsman

If your complaint relates to how the ATO has handled a matter connected to our services, you can contact the Tax Ombudsman

www.igt.gov.au

Australian Securities and Investments Commission (ASIC)

For complaints relating to financial services conduct

www.asic.gov.au

Why this page exists

As a registered BAS agent, we have obligations under the Tax Agent Services Act 2009 and the Code of Professional Conduct. These obligations include acting honestly and with integrity, acting lawfully in your best interests, maintaining competence, and taking reasonable care in the work we do on your behalf

We maintain professional indemnity insurance, a quality management system, and ongoing professional development for all team members. Full details are available on our Professional Standards and Disclosure Statement pages

This page forms part of our obligations under Section 45 of the Code Determination to advise clients how to make a complaint about our services, including the TPB's complaints process

But honestly, we'd have this page anyway. It's part of how we try to work - openly, honestly, and with accountability when things go wrong