IMP Complaints
We want to hear when something has not gone right. Raising a concern will never affect how we treat you, and most issues are fixed quickly once we know about them.
1. Tell us first
Contact the principal, Ivy Ma, directly:
- hello@imppartners.com.au (subject line: Complaint)
- Phone
- 07 3186 9186
- Mobile
- 0432 652 088 (best by text first)
- Post
- IMP Partners
Building 6, 2404 Logan Road
Eight Mile Plains QLD 4113
Please include your name, the entity involved, what happened and what outcome you are looking for. Copies of any relevant letters or emails help us respond faster. You can write to us in English or Chinese.
2. What happens next
- We acknowledge your complaint within 5 business days.
- We look into it fairly, review the file and talk with you about what we find.
- We aim to give you a written response, with what we will do to put things right, within 30 days. If it will take longer, we will tell you why and when to expect an answer.
- We keep a record of every complaint and use it to improve our service.
3. If you are still not satisfied
You can take your complaint to an independent body:
- Tax Practitioners Board, about tax agent services and the Code of Professional Conduct: www.tpb.gov.au/complaints
- CPA Australia, about the conduct of a CPA Australia member: www.cpaaustralia.com.au
- Office of the Australian Information Commissioner, about how we have handled your personal information: www.oaic.gov.au (see also our Privacy Policy)
Complaints about the ATO itself, rather than about us, go to the ATO complaints service at ato.gov.au/complaints. We are happy to help you with that.
中文说明
如果您对我们的服务有任何不满，请先直接联系主理人 Ivy Ma：邮件 hello@imppartners.com.au（标题注明"投诉"），致电 07 3186 9186，或发短信至 0432 652 088。可用中文或英文。
我们会在 5 个工作日内确认收到，并争取在 30 天内给您书面答复。如果需要更长时间，我们会说明原因和预计时间。
如问题仍未解决，您可以向税务代理委员会（TPB）、CPA Australia 投诉；涉及个人信息处理的，可向澳大利亚信息专员办公室（OAIC）投诉。