We strive to provide an efficient, honest, fair and transparent standard of service at all times. We recognise that occasionally mistakes or misunderstandings can happen. If this is the case, we realise that you will want to let us know and may wish to make a complaint.

If you wish to make a complaint, please contact KMS and we will make sure your concerns are addressed as quickly as possible. This is a free service.

As a registered tax practitioner, we are committed to maintaining the highest professional standards in line with the requirements of the Tax Agent Services (Code of Professional Conduct) Determination 2024.

The Tax Practitioners Board (TPB) maintains a public register of all registered tax agents and BAS agents. You can use this register to verify our registration status and view our details. You can access the register at www.tpb.gov.au/public  (move the existing button on the website to here or just have a hyperlink for consistency with the rest of the links on this page)

Should you have any concerns about the tax or BAS services you receive from us, you have the right to make a complaint to the TPB. Complaints can be submitted in writing to the TPB via their website. You can access the complaint from here: www.tpb.gov.au/complaints and further information about the TPB’s complaint handling process is available on the same site, however we encourage you to make a complaint directly to us in the first instance.

As our client, it is important that you understand both your rights and obligations and ours. As a registered tax practitioner, we are required to act with integrity, honesty, independence, and confidentiality, and to act in your best interests in providing tax and BAS services. You, in turn, are responsible for providing full and accurate information relevant to your tax affairs and for maintaining appropriate records.

We are also required to disclose certain prescribed events that may affect your decision to engage or continue to engage our services. These include, for example, any prior suspensions or terminations of our registration, insolvency events, convictions for serious tax or dishonesty offences, or court-ordered penalties under tax laws. Please note that no such prescribed events have occurred within the last five years unless otherwise disclosed to you. 

In addition, if our registration is subject to any conditions that limit the tax or BAS services we can provide, we will make this clear to you at the outset of our engagement.

This disclosure is part of our commitment to transparency and maintaining your trust, and to assist you in making fully informed decisions when engaging us to assist with your tax matters.

If you have a complaint to make about Count, one of its member firms or authorised representatives, you can contact Count directly by:

The email address is the best place to raise your complaint initially. If you need assistance raising your complaint, you can contact KMS. This is a free service.

Further details of Counts Complaint Handling Policy can be found here.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). Our membership number is 10332. AFCA provides fair and independent financial services complaint resolution that is free to consumers. Details are as follows: