Feedback and Complaints
Do you have a concern about how we have performed?
Worrells has policies and procedures in place aimed at ensuring that all appointments are carried out to the highest ethical standards, to the highest industry standards, in accordance with the relevant legislation, and where possible, in line with the wishes of creditors.
We train our staff to be not only technically competent but also to be responsive and respectful to input from all parties involved in an appointment.
Despite our best intentions and the adoption of these procedures and standards, instances may arise where clients, creditors or other stakeholders are dissatisfied with some aspect of our work.
To deal with such instances we have set up procedures to quickly and fairly consider any complaint and to take remedial action as required. We give our assurance that all complaints will be treated seriously. One of our partners is designated as the complaints partner and will handle any complaint that is not satisfied by the staff involved in the file.
We encourage anyone who has a concern with our performance to bring that concern to our attention.
Worrells' Complaints Procedures
Complaints
A complaint arises when any client, creditor or any other 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, an independence issue or any other concern about the firm.
Where a complaint has been raised and the staff or partner involved has been unable to satisfy the complainant's concerns, the staff member or partner must:
(a) Advise the complainant that the firm has a formal complaint resolution process in place.(b) Ask if the complainant wishes to speak to the designated complaints partner.
(c) Direct the complainant to this policy statement.
(d) Offer to send a copy of the complaints policy to the complainant if the complainant cannot access this website.
Because we are always seeking to improve our service and the level of client satisfaction, the partner or staff member involved must refer the matter to the complaints partner if the problem is one that is systems based or which might recur in the future. This is the case even if the complainant does not wish to proceed any further with the matter.
Complaints Officer
Complaints will generally be referred to the firm's senior partner. If for any reason it is not appropriate to refer a complaint to that partner, the complaint will be referred to another partner, usually the managing partner of the Brisbane office.
But complainants may nominate any other partner they wish to review their complaint.
Complaints initiated through this web page will automatically be emailed to the complaints officer, but the policy above will be followed.
Complaints need not be in writing
Our policy is to encourage complaints to be put in writing (these may be made anonymously) so that we can be certain what the concerns are, but this is not essential.
Where the complainant is unwilling to put the complaint in writing, the complaints officer will make a record of what appears to be the issues and will forward a letter to the complainant detailing the apparent areas of concern and will invite the complainant to comment.
Worrells' Promises
We promise to treat every complaint seriously and to provide a detailed response within five business days. In appropriate circumstances, we will seek input from a senior member of our profession from outside of the firm or from the governing industry body (usually ASIC, ITSA or IPA).
We promise to treat every complainant with respect and consideration and will ensure that the fact that a complaint has been made will not in any way adversely effect the way we deal with the complainant in the future.
If the complaint deals with the level of our fees, we will reassess the reasonableness of the fees taken and, if appropriate, repay any amount that cannot be justified.
When considering the level of our fees, we will not limit our review to a technical assessment of whether we are entitled to the fees asked for but will also consider whether the work we did provided value for money to creditors and clients and was necessary and in the interest of all stakeholders.
We will consider anonymous complaints as far as the circumstances of the claim allow, but obviously will not be able to respond directly to the complainant.
If you are still not satisfied
If, despite our best endeavors to deal with a complaint, the complainant remains unsatisfied, we will remind them that they may raise the matter with either:
The ASIC, in relation to company matters;ITSA in relation personal insolvency matters; or
The Insolvency Practitioners Association of Australia (IPA), the Society of CPAs or the Institute of Chartered Accountants in relation to professional concerns;
Contact details for each of these bodies may be found under Links on this website.