At BDO, we pride ourselves on the strong relationships we build with our clients. Client trust and satisfaction is important to us. As such, where you are unsatisfied with a product or service provided by BDO, we have avenues available for you to submit your concerns. BDO operates a robust National Complaints Framework, which allows for both regulated and unregulated internal dispute resolution (IDR) processes, so your voice is heard.
This publicly available National Complaints Policy explains how you may make a complaint to or about BDO.
Alternatively, if you wish to report misconduct or improper behaviour within a BDO Australia member firm, you may do so using the BDO Australia Whistleblowing Policy. Please consider whether you are an ‘eligible person’, and whether the matter concerns ‘reportable conduct’, before taking action through this avenue.
A complaint is an expression of dissatisfaction made to or about an organisation, as it relates to its products, services, staff or the handling of a concern, where a response or resolution is explicitly or implicitly expected and/or legally required.
In line with this, BDO’s National Complaints Framework is capable of processing:
When recording your complaint in the National Complaints Form, please do your best to detail the nature of your complaint (product or service type and issue). This will equip us with the information required to assist you correctly.
You can make a complaint through the Complaints Form.
Alternatively, you can make a complaint directly to the National Complaints Officer:
National Complaints Officer
12 Creek Street, Brisbane, QLD 4000, Australia
+61 7 3237 5624
Where direct contact is made with BDO firm personnel in relation to a complaint, they will ensure the National Complaints Form is lodged on your behalf by way of escalation to their relevant partner, where practicable in the circumstances.
BDO will make genuine efforts to identify and assist all complainants who may be vulnerable in nature, or otherwise require additional assistance throughout the IDR process. We will do this by ensuring:
Where you have lodged a complaint through one of the above avenues, we will take the following key actions:
1. The relevant Complaints Officer will acknowledge receipt of your complaint within one business day, where practicable in the circumstances. Your Preferred Contact Method, as indicated in the National Complaints Form, will be considered when choosing which medium to contact you on.
2. The relevant Complaints Officer will investigate your complaint and provide you (and any applicable representative) with a Written IDR response within 30 calendar days from receipt of your complaint. The investigation process may include discussions with various key individuals, including yourself as complainant.
3. The relevant Complaints Officer will make you aware of your options for External Dispute Resolution (EDR) in relation to Regulated complaints, where you are unsatisfied with the resolution provided through BDO’s IDR process. BDO is a member of the Australian Financial Complaints Authority (AFCA) EDR Scheme and as such, any complainant may escalate their complaint to this entity.
Australian Financial Complaints Authority (AFCA) Contact Details
1800 931 678
GPO Box 3, Melbourne VIC 3001
(03) 9613 6399