Privacy & Complaints

If you have a complaint about with our services, you may Contact Us and request that we review the matter.

Your complaint will be handled by the person who has the appropriate authority, knowledge or experience to deal with it (this will not be the person whose decision or conduct is the subject of your complaint). This person will review your complaint, consider the facts and contact you to resolve your complaint as soon as possible.

If you are dissatisfied with Our decision, you may request it be reviewed by our Internal Dispute Resolution (IDR) Team. They will advise you of Our decision within 15 business days of receiving your complaint.

If you are unhappy with Our decision you may be entitled to have your dispute considered by the external dispute resolution scheme administered by the Australian Financial Complaints Authority (AFCA).

This is an independent national body and its services are free to you. As a member of AFCA, if you are eligible to have your complaint considered by AFCA, We will accept AFCA’s decision. You have the right to take legal action if you don’t accept their decision.

You can contact AFCA for information about whether your complaint is eligible for external dispute resolution or you can check the AFCA Rules available on their website.

You can contact the AFCA by:

Mail:
Australian Financial Complaints Authority Ltd
GPO Box 3, 

Melbourne, Victoria 3001; 

Phone: 1800 931 678;

Email: info@afca.org.au

 
Facsimile: (03) 9613 6399  

Website: www.afca.org.au

Contact the Tax Practitioners Board (TPB)

Before you make a complaint about a tax practitioner, we encourage you to try to resolve any issues directly with us first, wherever possible. 

It's a good idea to do this in writing, so you have a record for reference. If you are unable to resolve your issue with the tax practitioner, you can contact the TPB  by lodging a complaint. If you make a complaint, TPB will ask you to provide details about what has already been done to resolve the issue. 

All complaints must be in writing using the TPB online complaints form.

This will ensure:

-  you will be able to put your perspective in writing

-  your complaint is easier to understand so the TPB can address your concerns

-  you may attach documents to support your complaint

-  there is an accurate record of your complaint for reference

-  you give consent to deal with your complaint in accordance with the Tax Agent Services Act 2009 (TASA), the Privacy Act 1988, TPB's Privacy Notice and any other relevant laws

-  you declare the information you have provided is true and correct

-  when you do receive a response, it will be easier to check if all aspects of your complaint/s and that all of your questions have been responded to.

There are some complaints about tax practitioners that the TPB cannot investigate.

Refer to the below link for further information:

https://www.tpb.gov.au/complaints

Northcliff Accounting & Tax ("Northcliff", "we", "us") values your privacy and is dedicated to safeguarding your personal information in accordance with the *Privacy Act 1988* (Cth) and the Australian Privacy Principles (APPs). This policy outlines how we manage the information you provide through our Facebook and Instagram lead forms.

What We Collect

When you submit one of our lead forms, we collect the details you enter—typically your name, email address, phone number, and any additional information you choose to provide regarding your enquiry.

Why We Collect It

We use your information solely to:

- Respond to your enquiry and deliver the accounting, tax, or claim-preparation services you’ve requested.
- Contact you regarding your request via phone or email.
- Maintain a record of our communications with you.

We do not utilize lead-form information for unrelated marketing purposes, and we will not sell it.

How We Handle It

Your information is submitted to us via Meta's (Facebook/Instagram) lead-form platform and is also governed by [Meta's Data Policy](https://www.facebook.com/privacy/policy/). Once we receive your information, we store it securely and restrict access to only those who require it to assist you.

We may share your information with third parties only when necessary to provide our services (for example, our software or IT providers) or as required by law. Any third-party providers we engage with are expected to protect your information to the same standards we uphold.

We retain your information only as long as needed for the purpose for which it was provided or as mandated by law, after which it will be securely destroyed or de-identified.

Accessing or Correcting Your Information

You have the right to request access to the personal information we hold about you or to correct any inaccuracies at any time. You can also request not to be contacted further. Please reach out to us using the details provided below.

Complaints

If you have a concern regarding how we’ve managed your information, please contact us first, and we will work to resolve it. If you remain unsatisfied, you may reach out to the Office of the Australian Information Commissioner (OAIC) at [oaic.gov.au](https://www.oaic.gov.au).

Contact Us

Northcliff Accounting & Tax
Ground Floor, 3 Northcliff Street, Milsons Point NSW 2061  
Postal: GPO Box 3309, Sydney NSW 2000  
Phone: 1300 147 159  
Email: aprakash@northcliffclaims.com  
Web: www.northcliffclaims.com