Key Dates:

Complaints

Complaints Handling Policy

At Khourys & Associates, we are committed to providing professional, ethical, and high-quality services.
We value our client relationships and take any concerns or complaints seriously.

Our aim is to address issues promptly, fairly, and respectfully, and to use feedback as an opportunity to continually improve our systems, processes, and service delivery.

Making a Complaint

Clients and prospective clients who wish to raise a concern or complaint may do so by contacting us via the details below.

Information provided in connection with a complaint will be collected and handled in accordance with our Privacy Policy, which explains how we collect, use, store, and protect personal information. Our Privacy Policy is available on our website.

To assist us in reviewing your matter efficiently, we encourage you to provide relevant details and supporting information where possible.

Our Complaints Resolution Process

All complaints are acknowledged promptly and handled in accordance with our internal complaints management procedures.

In resolving a complaint, we will:

  • listen carefully and respectfully to your concerns;
  • ask relevant questions to fully understand the matter;
  • consider appropriate options for resolution, including those preferred by you where reasonable;
  • apologise where appropriate, without attributing blame;
  • seek guidance or assistance where required; and
  • communicate the outcome clearly and directly with you.

Our objective is to resolve complaints effectively, efficiently, and with integrity.

Escalation Options

If a complaint is not resolved to your satisfaction, you may choose to refer the matter to an external body, including:

  • Institute of Public Accountants (IPA)
  • Australian Securities and Investments Commission (ASIC)
  • Australian Taxation Office (ATO)

Clients are free to contact these bodies at any stage.

Continuous Improvement

All complaints received by the Practice are documented and reviewed to identify any areas for improvement within our System of Quality Management (SOQM), policies, or procedures.

Where required, our Professional Indemnity Insurance provider will be notified.

Contact Us

If you have a concern or would like further information about our complaints process, please contact us using the details above.