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Contact information



1300 302 724 or (03) 5333 5144


(03) 5333 5944



18 Doveton Street North,

Ballarat, VIC 3350


1/290 Coventry St

South Melbourne, VIC 3205

Postal Address:

PO Box 2156
Ballarat Mail Centre Victoria 3354

We are open:

Monday – Friday 9am – 5pm

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Clients are encouraged to discuss any issues with their accountant to determine if the matter can be resolved by working with them.

If this is not possible or if the complaint is still not resolved, clients are encouraged to write, email or call our Complaints Officer at our address, via email or 1300 302 724.

Once a complaint is lodged with our Complaints Officer, we will:

Acknowledge receipt of your complaint within 48 hours;

Make sure we understand the issue by calling you;

Give you a contact person and their contact details so that you can follow up if you wish;

Treat the process and details of your complaint in strict confidence;

Endeavour to work through the complaint and liaise with you and the relevant internal parties to ensure the issues are completely examined;

Keep you informed at regular intervals about the progress of our investigations and response; and

Aim to resolve your complaint within 30 days.

In the event of a delay and if we are unable to provide a final response to your complaint within 30 days (which may occur if your complaint is complex in nature), we will:

Inform you of the reason for the delay and provide you with a timeline to resolve your complaint;

Should your complaint still not be resolved to your satisfaction, Butler Pty Ltd is a member of the Credit & Investment Ombudsman (“CIO”).  CIO is an independent external complaints resolution service.  COI can be contacted on 1800 138 422 or at