We are committed to making smart, simple accounting software for our customers, however we recognise that we may not always meet your expectations.
We are here to listen and work with you in resolving your complaint. The feedback on your experience helps us understand where we can improve.
How to raise a complaint
Step 1: We want to hear from you
Tell us about your concern and allow one of our Global Customer Service team the opportunity to assist you in resolving any concerns you may have. We have trained experts ready to support you with your concern who will ensure to assist you. Make sure to provide as much detail as you can to help us to look into your issue.
You can access our Customer Service team via online chat.
Step 2: Let us review your complaint
If you're not satisfied with the response provided by us after speaking with our experts you can refer the complaint to our escalation team within Intuit’s Global Customer Success. You will need your company ID and case number and they will be able to review your complaint and actions taken:
This can be done via an agent on online chat or via emailing QBOCareComplaints@intuit.com.
What can I expect during my complaint?
Our complaints process is designed to encourage fast and efficient resolution of your concern.
We will 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?
We will try to resolve your complaint as quickly as possible, however some complaints do take more time than others. If we anticipate that your complaint will take longer than 15 working days to resolve, we will contact you within this time to provide you with an update on our progress.
If we are unable to resolve your complaint within 30 working days, 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.
- Give you regular updates on our progress.
- Tell you about your right to complain to a governing body if you are dissatisfied.
What can I do to expedite the resolution of my complaint
- Provide as much detail as you can regarding your complaint including dates, times and key events.
- Be specific and provide relevant supporting documentation where possible.
- Tell us what you believe to be a fair resolution to the concerns you raise.
What do you consider when making a decision on a complaint?
- What is fair and reasonable
- Intuit Policy, Values and Code of Practice
- Intuit terms and conditions
- Relevant laws and regulations
- Relevant industry guidelines
What if I have a concern about privacy?
Respecting and protecting our customers’ privacy is a key part of our commitment to you. We endeavour to always be transparent and make sure you have access to the information we hold about you.
Find out more information on complaints relating to your privacy.
Should you not be happy with the handling of your privacy complaint you can seek external assistance through your country’s data protection commissioner.
What if I need accessibility support?
If you have a hearing or speech impairment you can contact Intuit via our online chat functionality where our experts will do their best to assist you. If you prefer to correspond by email, please let our representative know.
If you have any other kind of accessibility needs, please communicate them to our experts, and we will do our best to accommodate your needs.
What happens if I take the matter to court/commence civil legal proceedings against Intuit?
Should our complaints process described above not resolve a complaint that you, as an individual customer, have against us, and you file a civil claim against us in court, we and anyone representing us will apply the following approach:
We will deal with your claim promptly, and not cause any unnecessary delay in its progress through the courts.
We will attempt to limit the scope of litigation and to keep the costs to a minimum by:
- Participating in good faith in appropriate alternative dispute resolution processes that the parties agree to explore.
- Not requiring you to prove matters that we know to be true.
- Not taking advantage of a situation where you lack resources or you are self-represented.
- Not undertaking an appeal of a decision made by a court unless there are prospects for success.
What happens to my complaint after it has been resolved?
We take complaints very seriously therefore we record only the necessary details of your complaint and develop a report of findings for senior leaders to address complaint trends and origins, it also helps us identify recurring issues or breakpoints in our processes to which we can apply continuous improvement initiatives. Of course, your privacy is respected and the specific details of your complaint will remain confidential at all times.
The report would hold the following information:
- A description of the complaint.
- Any Intuit products or services you raise as a concern.
- Length of time to resolve the complaint
- All actions taken by Intuit to resolve your complaint.
Step 3: What if I am still not satisfied
Should you be dissatisfied with the resolution of your complaint, we recommend seeking advice from your region-specific financial services regulatory body. They will be able to provide you with additional support and advice.
In the event that you are not happy with the handling of your privacy complaint, you can seek external assistance through The Personal Data Protection Commission (PDPC).