Complaints Handling Policy
As a member firm of The Institute of Chartered Accountants, CHN Herold Ross aspires to achieve the highest ethical, technical and professional standards of conduct and performance. The Institute’s By-laws, Code of Ethics, Standards and Regulations provide the framework for this to be achieved.
The Code of Ethics sets out the professional and ethical requirements for members and is based on the fundamental principles of integrity, objectivity, professional competence and due care, confidentiality and professional behaviour.
In complying with the Code of Ethics, By-laws, Standards and Regulations, it is the responsibility of CHN Herold Ross to not only take into account the requirements of our clients but also to have regard to the public interest and the accountancy profession as a whole.
Where you have a complaint or dispute with CHN Herold Ross, The Institute of Chartered Accountants requires that you first advise us, both verbally and in writing. You can do so by completing Our Feedback Form.
What happens with your complaint
- We will acknowledge receipt of your complaint by letter within 7 to 10 working days.
- A Director of CHN Herold Ross will review the matter and advise if any further information is required.
- If you fail to provide additional information where requested we will not be able to investigate your complaint. If this occurs you will be advised in writing.
- Once sufficient information has been provided to allow your complaint to be assessed we will formally review the matter. Depending on the complexity of the matter, information provided and response times (where additional information is requested) the period of investigation may be between 2-3 months.
Once the Directors have reviewed your complaint you will be advised of the outcome in writing. This will allow CHN Herold Ross to explain or rectify the situation. Rectification may include remedial work, an apology, a reduction or refund of fees, the provision of information or otherwise.
What to do if you are not satisfied with how CHN Herold Ross has handled your complaint
If you are not satisfied with the outcome of the investigation you should contact The Institute of Chartered Accountants – details of how to make a complaint can be found here:
The Institute of Chartered Accountants also provides a mediation service to assist with resolving disputes. The mediation involves face-to-face negotiation with the assistance of Institute-appointed expert mediators who will help facilitate discussions with the view to promoting an outcome acceptable to both parties.
Both parties must agree to the mediation which involves a formal process including the signing of mediation agreements and payment of agreed fees. Because The Institute of Chartered Accountants absorbs the cost of administering and operating this service each request for mediation will be assessed on its merits as to the cost effectiveness of proceeding with the process. All decisions will remain at the Institute’s discretion.
Enquiries about mediation, in the first instance, should be made to the Institute’s Service Centre on 1300 137 322. Alternatively, written requests for mediation can be submitted to: