General Information
From 1 July 2022 onwards, Lucent Advisory currently has no matters to disclose that, in our judgement, could significantly influence your decision to engage us (or continue to engage us) for accounting, tax agent, payroll or HR services.
Please be aware that the Tax Practitioner’s Board maintains a register of Tax Agents and BAS Agents. You can access and search this register here: https://www.tpb.gov.au/public-register
If you have a complaint about our services, you will need to contact Julian Roffe – Practice Manager in the first instance with details by email julian.roffe@lucentadvisory.com.au
If Julian is unable to resolve your complaint within 3 business days under the terms of our client complaints procedure, please contact Rachael Turner – Managing Director by email Rachael.turner@lucentadvisory.com.au
Your complaint will be investigated by Rachael Turner or a staff member who is not involved in the subject matter of the dispute where possible.
We will provide you with email acknowledgement of receipt of your complaint and our understanding of the circumstances. The email will inform you that we will attempt to resolve your complaint with 14 days and will outline the dispute resolution process.
If you are unhappy with the outcome that we propose to you, you can then make a complaint to the Tax Practitioners Board (TPB) at: https://www.tpb.gov.au or Chartered Accounts Australia New Zealand (CAANZ) at https://www.charteredaccountantsanz.com/about-us/complaints/complaints-about-a-member
The TPB and CAANZ will send you an email to acknowledge the receipt of your complaint and review and risk assess your complaint. If you are unhappy with how the TPB/CAANZ has dealt with your complaint, the above links include details about your review rights and who can further assist you.
As a Tax Agent, our work for you is performed in accordance with the Tax Agent Services Act 2009.
Under this Act, the Tax Agent Services (Code of Professional Conduct) Determination 2024 requires that we make the following disclosures to you:
- From 1 July 2022 onwards, we currently have no matters to disclose that, in our judgement, could significantly influence your decision to engage us (or continue to engage us) for a Tax Agent Service
- The Tax Practitioner’s Board maintains a register of Tax Agents and BAS Agents. You can access and search this register here:https://www.tpb.gov.au/public-register
- If you have a complaint about our Tax Agent services, you will need to contact Sophie McDonald – Senior Manager Taxation & Advisory in the first instance with details by email. Sophie.mcdonald@lucentadvisory.com.au If Sophie is unable to resolve your complaint within 3 business days, please contact Rachael Turner – Managing Director by email Rachael.turner@lucentadvisory.com.au Your complaint will be investigated by Rachael Turner or a staff member who is not involved in the subject matter of the dispute where possible.
- We will provide you with email acknowledgement of receipt of your complaint and our understanding of the circumstances. The email will inform you that we will attempt to resolve your complaint with 14 days and will outline the dispute resolution process.
- If you are unhappy with the outcome that we propose to you, you can then make a complaint to the Tax Practitioners Board (TPB) using the link listed above. The TPB will send you an email to acknowledge the receipt of your complaint and review and risk assess your complaint. If you are unhappy with how the TPB has dealt with your complaint, the above link includes details about your review rights and who can further assist you.
