Accountability
you can count on

The ATAINZ complaints process can only cover an ATAINZ Member where there has been a breach of the ATAINZ Rules or Code of Ethics, such as:

• Receiving a poor, non-competent and/or unprofessional service.

• Breach of privacy and/or confidentiality of your business or personal affairs.

• Member has failed to conform to compliances.

• Member has stolen or embezzled money.

• Member has knowingly presented incorrect information or reports.

View the ATAINZ Rules
View the ATAINZ Code of Ethics
View the ATAINZ Disciplinary Procedures

The complaints process does not investigate issues relating to fees. Fees charged by ATAINZ Members are a commercial matter between the Member and their clients and are outside of ATAINZ’s jurisdiction.

Where a dispute regarding fees arises you should talk to the Member about your concerns with the view to reaching a settlement. If this fails, consider contacting an organisation which mediates commercial disputes. There is usually a cost in using a mediation service.

Be aware that if you choose not to pay the Member they may raise a claim against you in a court of law which you will need to defend.

As the accountancy profession is not regulated, there is no schedule of fees for Accountants, Tax Agents, Financial Planners or Advisors. The marketplace determines rates and ensures fees remain competitive.

Fees will vary based on many factors, including the service being provided and the practice’s costs and overheads. Whenever you use the services of a Member of ATAINZ you should request a letter of engagement that clearly sets out the services to be provided and the basis on which fees will be charged.

If you decide to lodge a formal complaint please ensure that the following information is provided either via the online process or the downloaded form:

• Your name, address, email and a contact number.

• The name of the ATAINZ Member, name of practice and address of the Member that you are making the complaint against.

• Details of the complaint. Please be specific and detail the alleged breach of the Rules or Code of Ethics.

Send your completed complaints form to:

ATAINZ
PO Box 252
Wellington
6140

Or email to:

admin@atainz.co.nz

On receipt of your complaint it will be reviewed to determine if this is a matter that can be dealt with by ATAINZ. If ATAINZ can not deal with the complaint you will be advised accordingly. If ATAINZ can deal with the complaint we will acknowledge receipt and form a Disciplinary Committee to review the complaint.

The Disciplinary Committee will review the details of your complaint and will contact the ATAINZ Member for their feedback and may be requested to provide additional information.

Depending on the nature of the complaint this process will take approximately two months, with more complicated issues requiring greater time. We will keep you updated as regards to progress.