Pearce & Heers provides insolvency services including personal insolvency, corporate insolvency, solvent company liquidations, and general insolvency related advice and assistance. We are committed to handling complaints fairly, promptly and confidentially, and welcome feedback that helps us improve our service.
What we consider a complaint
A complaint is any expression of dissatisfaction with:
- the conduct of one of our practitioners or staff acting as a liquidator, trustee, administrator, receiver or restructuring practitioner;
- the standard of service you have received from us; or
- our fees, costs or disbursements.
Some decisions made by a practitioner in a formal appointment, such as rejecting a proof of debt or issuing an income contribution assessment, carry their own specific review or appeal rights under the Corporations Act 2001 (Cth) or the Bankruptcy Act 1966 (Cth). If your concern falls into this category, we will let you know the right process to use.
How to make a complaint
You can contact us:
- By email: mail@pearceheers.com
- By phone: 07 3221 0055
- By post: Pearce & Heers, GPO Box 691 Brisbane Qld 4001, marked ‘Attention: Complaints Officer’
Please include your name and contact details, the practitioner or matter your complaint relates to, what happened, and any relevant supporting documents or evidence.
What happens next
- Acknowledgement — we will acknowledge your complaint in writing within 3 business days.
- Review — your complaint will be reviewed by someone not otherwise involved in the matter, who will look into the issue and, where appropriate, speak with the relevant staff member.
- Response — we aim to provide a full written response within 21 days. If we need more time, we will let you know why and when to expect an answer.
Making a complaint will not affect any current or future dealings you have with us.
If you’re not satisfied with our response
You are able to raise the matter with the relevant external body:
- ASIC — for complaints about a registered liquidator or a corporate insolvency appointment: asic.gov.au
- AFSA — for complaints about a registered trustee or a personal insolvency matter: afsa.gov.au
- ARITA — where the practitioner is a member, under the ARITA Code of Professional Practice: arita.com.au
- CAANZ — the partners of the firm are all members of Chartered Accountants Australia and New Zealand: CAANZ Complaints
- AFCA — please note that formal insolvency appointments are generally not covered by the Australian Financial Complaints Authority (AFCA) scheme, but some general advice / assistance matters handled by the firm are covered by AFCA: AFCA
