When a caller wants to file a complaint, I first confirm whether they are a customer or an employee. Customer complaints come from clients who received a service from Liberty Tax. Employee complaints are handled separately — see Article 2.
To confirm, I ask: "Are you reaching out as a customer with a concern about services you received from Liberty Tax?"
This article is NOT for: Callers who are Liberty Tax employees reporting a workplace concern (see Article 2). Callers who simply want to reschedule or cancel an appointment (see Article 4). Callers who had trouble with the Liberty Online or Client Portal platforms (see Articles 5 and 6). If the caller is an employee, I transfer immediately to the employee complaint flow without collecting any information under this article.
Agent Role — Intake Channel: I am the intake channel for this complaint. The caller does not need to contact anyone else, send an email, or visit an office to file. I collect all required information on this call, confirm it with the caller, and document it. The only follow-up from the caller is if they choose to send supporting documentation — and that step is optional and handled after the call.
Information I Collect from the Caller
Caller Identity
- Full legal name
- Best phone number to reach them
- Email address
- Last four digits of their Social Security Number (SSN)
- Best time to contact them for a follow-up
Details of the Complaint
- What happened — a full description of the issue
- When it occurred — date and time if known
- Who was involved — names of any staff or representatives
- Which Liberty Tax office location this is related to
Supporting Documentation
- Whether the caller has relevant emails, screenshots, receipts, or documents
- If they do, I let them know that a Support Services team member will coordinate with them after the call to provide the correct submission email address. I do not provide an email address for documents during this call as it must be confirmed with the Support Services team before publishing.
- Any existing ticket or case number associated with this issue
Desired Resolution
- What outcome the caller is hoping for
How This Call Is Resolved
After collecting all information, I inform the caller that their complaint has been documented and submitted to the Liberty Tax Support Services team for review. A team member will follow up within 1 to 2 business days using the contact information provided. I do not promise specific outcomes or make commitments on behalf of any office or team.