We’re dedicated to creating smart and easy-to-use accounting software for you and your business.
We take complaints extremely seriously, and we'll work with you to fix it and make things right. Should you be dissatisfied with our products, services, staff, or complaint resolution process, we highly encourage you to bring it to our attention by letting us know.
How to make a complaint
Send us an email with your complaint to this email address - feedbackAU@intuit.com. Please include the following details so we can process your complaint quickly:
- Your name and contact details
- The details of your complaint, including the specific products or services involved, what went wrong, and what you’d like our team to do about it
- Any supporting documentation
Select this heading for other ways of getting in touch
If you can’t send us an email, you can let us know of your complaint by:
- Call 1800 046 038 to share what's on your mind and speak with an expert from our Customer Service team. If you're an advisor or accountant, call 1800 114 837.
- Connecting with our Customer Service Team using our Online Chat.
- Sending your complaint via the post to Level 43, 1 O’Connell Street, Sydney NSW 2000. Attention: Customer Success Team.
Need more information on the complaints process?
Select the following headings to get the answers you’re looking for.
What can I expect after making a complaint?
Our complaints process is designed to encourage fast and efficient resolution of your concerns.
We’ll be sure to:
- Acknowledge your complaint and make sure we understand your concerns.
- Treat you with respect and dignity, ensuring we do everything we can to provide a resolution.
- Where possible, ensure you only deal with one person throughout the complaint resolution process, we don’t want this to be difficult for you.
- Keep you informed at all times.
- Record all details of your interaction with us.
When can I expect my complaint to be resolved?
Our goal is to solve your problems as fast as we can. But sometimes it may take us more time to figure out the issues and fix them. If we think it'll take longer than we expected, we'll let you know and keep you updated on our progress.
If we're unable to resolve your complaint, we will:
- Tell you the reasons for the delay.
- Tell you the date by which you can reasonably expect to hear the outcome of our investigation, and
- Give you updates on an agreed timeline on the progress.
What happens after my complaint has been resolved?
We value all complaints as an opportunity to examine our processes and make ongoing enhancements to our product and services. Your complaint will be carefully documented to aid in its resolution and to enhance our processes in the future.
Can I authorise someone to make a complaint for me?
You can choose someone over 18 years old to help you with your complaint. This can be a friend, family member, legal or accredited representative, or financial advisor. Usually, we will talk to your representative if you give us permission, but sometimes we may need more information from them first, like their accreditation.
