Complaints or Concerns

Our Values

Apex Advisory Australia is committed to the values of:

  • Integrity
  • Transparency
  • Accountability
  • Technical Proficiency

We strive to meet the expectations of all concerned. However, it is part of the human condition that at times misunderstandings occur or situations could be handled differently. To deal with such instances, we have a complaints handling procedure to consider any complaint and to take remedial action as required.

If you are not satisfied with the outcome after making a complaint to this office, you may direct your concerns to the appropriate professional or Government body.

Regulated Industry

The insolvency industry within which we operate is subject to rigorous statutory and regulatory control, perhaps more so than any other sector of the accounting profession.

The relevant professional and Government bodies are:

  • The Australian Securities & Investments Commission (ASIC), in relation to company matters;
  • Australian Financial Security Authority (AFSA), in relation to personal insolvency matters; or
  • The Australian Restructuring Insolvency & Turnaround Association (ARITA), the CPA Australia or the Chartered Accountants Australia & New Zealand, in relation to professional concerns.

Complaints Procedure

Whilst we operate in a heavily regulated sector of the profession, we welcome in the first instance the opportunity to review any decision or action which a third party is not happy with. In those instances, where upon review it is established that a procedural breakdown has occurred, we will look to rectify the matter.

All complaints are treated seriously.

A complaint arises when a stakeholder raises a concern about any aspect of the firm's activities. A concern could cover the way we have performed, the cost of our work, the time taken to complete a task, or an independence issue.

In the first instance, you should discuss your concerns with the relevant staff member or appointee. If you remain unsatisfied after discussions with a staff member, you should ask to speak with the appointee. At this stage, it is not necessary to put your complaint in writing. If you are not sure of who the appointee is for a particular case, please contact our office.

We are always seeking to improve our service and the level of client satisfaction, so the appointee will raise the matter with the other practitioners in the firm if the problem is one that is systems-based or which might recur in the future.

Where your complaint relates to a decision which involves the application of a relevant statutory provision, there may be limited scope for a change of the decision.

Where the appointee involved has been unable to satisfy your concerns, the appointee will suggest that you make a formal complaint in writing.

How to Make a Formal Complaint

If you remain unsatisfied after discussions with the appointee, you may make a formal complaint. Our policy is to encourage formal complaints to be made in writing so that we can be certain about what your issues and concerns are.

You may either:

  1. Send an email to contact@apexadvisory.com.au
  2. Write to us at: Suite 12, 11 Morrison Street Hobart TAS 7000

What We Do Upon Receiving a Formal Complaint

We treat every complaint seriously and provide a response within 14 days.

We treat every complainant with respect and consideration.

Formal complaints about a decision made by the appointee will be subject to peer review from within the firm that is not associated with the administration. If appropriate, we will seek input from the statutory regulators (ASIC & AFSA), our professional association, ARITA, or from an independent practitioner.

If the complaint deals with the amount of our remuneration, we will reassess the reasonableness of the fees taken, whether the work was necessary and whether it was performed at an appropriate level.

If You Remain Unsatisfied

You may direct your concerns to the appropriate professional or Government body as outlined above.