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1. Our Commitment

CPA Australia is committed to delivering a high standard of professionalism, integrity and service in every interaction including to its members. We welcome feedback and complaints as part of our commitment to continuous improvement and accountability. If something goes wrong, we want to know about it so we can put it right and improve.

2. Lodging a Complaint

You may lodge a complaint about:

• CPA Australia’s staff, products, services, or the quality of our operations
• User conduct or content on any of our platforms including Member Connect
• Posts, comments, or communications on CPA Australia’s social media accounts
• Administrative processes or decisions

For complaints involving member conduct or serious misconduct, please refer to the Member Conduct and Discipline Policy and Whistleblower Policy at the end of this policy.

To submit a complaint or provide feedback, please contact us via:

• Online: Contact us
• Webchat: Using the Live Chat panel on this page
• Email: [email protected]
• Phone: 1300 727 000
• Mail: GPO Box 2820 MELBOURNE VIC 3006
  
   

3. Urgent Matters

If your complaint requires urgent attention – for example, if it involves potentially harmful or defamatory content on a CPA Australia-managed platform or social media account, please contact us immediately via email on: [email protected]

If you concern relates specifically to Member Connect, please contact [email protected]

4. Information to include in your Complaint

To help us respond effectively, please provide as much detail as possible, including:

• Your full name and contact details
• Your membership number (if applicable)
• A clear description of the issue
• When the issue occurred
• Relevant dates, content, or communications, including links or references
• Any steps you’ve already taken
• Any supporting documentation
• The outcome you’re seeking

5. Complaints Handling Process

CPA Australia handles all complaints in accordance with our internal complaints management process. Personal information provided as part of a complaint will be handled in accordance with CPA Australia’s Privacy Policy. 

We welcome feedback and treat it as an opportunity to improve our services, operations, and member experience.

Once a complaint is received, the following steps apply:

1. Acknowledgment: We will acknowledge your complaint within five (5) business days.

2. Investigation: A staff member or appropriate officer will investigate your complaint.

3. Response: We aim to provide a full response within a reasonable timeframe, typically within ten (10) business days, depending on the complexity of the issue. You will be kept informed throughout the process, including if additional time is required.

4. Review: If you are not satisfied with the outcome, you may request an internal review. This will be conducted by a staff member who was not involved in the original decision.

Contact Us

If you have any questions about this policy or need help making a complaint, please contact us: 

Other Complaint Pathways

Member conduct and discipline

We are committed to ensuring our members maintain the highest professional standards of conduct. If your complaint relates to the actions of a CPA Australia member, please follow our formal process for investigating member conduct issues by visiting our Member Conduct and Discipline page. 

Whistleblower Policy

If you wish to report serious misconduct or wrongdoing confidentially and anonymously, please refer to our Whistleblower Policy.