Our Commitment

ALITAX is committed to providing professional, ethical and high-quality tax services. If you are dissatisfied with any aspect of our service, we want to hear from you so we can try to resolve your concern promptly and fairly.

Step 1 — Contact Us Directly

In the first instance, please contact us directly. Most concerns can be resolved quickly through open communication.

Please provide:

• Your full name and contact details
• A clear description of your concern
• Any relevant dates, reference numbers or documents
• The outcome you are seeking

Step 2 — Our Response

We will acknowledge your complaint within 2 business days and aim to provide a substantive response within 14 business days. Complex matters may take longer; we will keep you informed of progress.

Our response will include:

• An explanation of what occurred
• Steps we are taking to address your concern
• Any remedial action where appropriate

Step 3 — External Escalation

If you are not satisfied with our response, you may escalate your complaint to an external body.

Tax Practitioners Board (TPB)

The Tax Practitioners Board regulates registered tax agents in Australia. If your complaint relates to our conduct as a registered tax agent, you may lodge a complaint with the TPB:

• Website: tpb.gov.au/complaints
• Phone: 1300 362 829

Office of the Australian Information Commissioner (OAIC)

If your complaint relates to the handling of your personal information or privacy, you may contact the OAIC:

• Website: oaic.gov.au/privacy/privacy-complaints
• Phone: 1300 363 992

Record Keeping

We maintain a record of all complaints received and use this information to improve our services. All complaints are handled confidentially in accordance with our Privacy Policy.