New Zealand: Complaints about an adviser

A complaint works best when it goes to the right place in the right order, in writing, with the engagement letter and the correspondence attached. Take advice before you start if the claim itself is in doubt, because a complaint about the adviser and a correction of the return are separate matters with separate deadlines; the when things go wrong pages cover the second.

Put the complaint to the firm in writing first: what was agreed, what happened and what you want done. A professional body will want to see that record, and it is what every later step rests on. The fee disputes page covers what to do about a disputed invoice while the complaint runs.

If the adviser belongs to a professional body, ask that body whether it has a complaints process and how it works. Check membership first using the credentials page. If the adviser is a chartered accountant, Chartered Accountants Australia and New Zealand (CA ANZ) says that its disciplinary bodies investigate complaints against members. It says a complaint is made through its online complaints portal, and it suggests raising the concern in writing with the member first. For members resident or practising in New Zealand, the New Zealand Institute of Chartered Accountants (NZICA) has primary disciplinary jurisdiction. CA ANZ says it does not investigate fee disputes where there is no breach of ethical requirements.1Source 1Chartered Accountants Australia and New Zealand, Complaints about a member, read 13 October 2026. Ask the body the person belongs to for its complaints process. If the person belongs to no body, this step does not exist, which is one reason to check before you sign.

Inland Revenue's own route concerns tax agent status. It may decline an application from someone wanting to be a tax agent, or remove an existing agent from its list, if it considers the person poses a risk to the integrity of the tax system. Its examples are criminal offending, dishonest behaviour, breaching client confidentiality and serious or repeated performance issues. It says any steps it takes follow the Tax Administration Act 1994.2Source 2Inland Revenue, Tax agent status (7 August 2024). Inland Revenue's Complaints Management Service takes complaints about Inland Revenue's own service, and disagreements with an assessment go through the separate disputes process; the Inland Revenue pages read describe neither as a route for complaining about a tax agent.3Source 3Inland Revenue, Formal complaints (10 August 2026). If you want to tell Inland Revenue about an agent, ask it how, and keep in mind that removal of agent status is a matter between Inland Revenue and the agent. It does not correct your own return. If your own claim is in doubt, the your responsibility page sets out the routes for fixing a mistake, and the correcting a claim page says what to settle first.

A complaint to a professional body can lead to discipline of the member; a report to Inland Revenue can bear on the person's agent status. Neither changes the business's own tax position, which is decided by the return and any Inland Revenue review, and neither recovers a fee. CA ANZ says expressly that it does not investigate fee disputes where there is no breach of ethical requirements.1Source 1Chartered Accountants Australia and New Zealand, Complaints about a member, read 13 October 2026. A fee dispute is a contract matter between you and the firm, and the engagement letter is where it is decided; take legal advice before withholding any payment.

• Complaints about an adviser in general terms, and fee disputes
• Checking an adviser's credentials and if your claim is reviewed in New Zealand
• Switching advisers

Sources

1. Chartered Accountants Australia and New Zealand, Complaints about a member, read 13 October 2026.   Back
2. Inland Revenue, Tax agent status (7 August 2024).  Back
3. Inland Revenue, Formal complaints (10 August 2026).  Back