Complaint Resolution Policy

Purpose

This Complaint Resolution Policy outlines the procedures and principles that Accountor CPA Professional Corporation (hereinafter referred as Accountor CPA) follows to address complaints in a fair, transparent, and timely manner. We are committed to maintaining high standards of service and value customer and stakeholder feedback as an opportunity for improvement.

Scope

This policy applies to all complaints received from customers, clients, partners, employees, and other stakeholders about our products, services, or interactions with the organization.

Principles

• Fairness: Complaints will be handled impartially and objectively.
• Confidentiality: Complainants’ information will be kept confidential to the extent possible.
• Responsiveness: Complaints will be acknowledged promptly and addressed in a timely manner.
• Transparency: Complainants will be informed of the progress and outcome of their complaints.
• Continuous Improvement: Feedback from complaints will be used to improve our processes and services.

Procedure for Filing a Complaint

How to File a Complaint

Complaints can be submitted via:

• Email: info@accountor.ca
• Online Form: https://accountor.ca/
• In Writing: 1000 Finch Ave W Suite 401, North York, ON M3J 2V5, CANADA

Required Information

To help us address your complaint effectively, please include the following details:

• Your name and contact information
• A clear subject and description of the issue
• Any relevant documentation (e.g., receipts, correspondence)

Acknowledgment

Complaints will be acknowledged within 10 business days of receipt.

Resolution Process

• Assessment: The complaint will be reviewed to determine the appropriate course of action.
• Investigation: A thorough investigation will be conducted, if necessary, to gather relevant facts.
• Resolution: A resolution will be proposed and communicated to the complainant within 15 business days.

Monitoring and Reporting

The organization will monitor complaints and their resolutions to identify trends and areas for improvement. Regular reports will be reviewed by management to ensure accountability and transparency.

Contact Information

For any questions about this policy or to file a complaint, please contact us at: info@accountor.ca

Review of Policy

This policy will be reviewed periodically to ensure it remains effective and aligned with organizational values and legal requirements.