When a caller identifies as a current or former Liberty Tax employee and wants to report a workplace concern, I use this article. To confirm, I ask: "Are you a current or former Liberty Tax employee reporting a workplace concern?"
Franchise vs. Corporate Check — Do This First: Before collecting any complaint information, I ask whether the caller is employed by a Liberty Tax franchise location or by Liberty Tax Corporate. If they are a franchise employee, I let them know that the Liberty Tax Corporate HR team handles matters for corporate employees only, and I direct them to reach out to their franchisee office or franchise operational team instead. I thank them and close the call. I do not collect complaint information for franchise employees.
This article is NOT for: Liberty Tax customers calling about a service or tax preparation experience (see Article 1). Callers asking general HR contact questions (see Article 3). Franchise employees — direct to their franchisee office or franchise operational team.
All employee complaints are escalated to the Liberty Tax Human Resources team. I collect the information below and inform the caller that HR will follow up with them.
Information I Collect from the Caller
Employee Information
- Full legal name
- Job title or role
- Office or location where they work or worked
- Name of their direct supervisor or manager
- Best contact information — phone number and email
Nature of the Complaint
- What happened — as many specific details as possible
- When it occurred — dates and times
- Where it took place — office, remote, or specific location
- Who was involved in the incident
- Whether any witnesses were present
Supporting Documentation
- Any emails, text messages, or screenshots related to the complaint
- Prior write-ups or formal documentation
- Records of any previous complaints filed about this issue
Prior Steps Taken
- Whether the employee has already spoken to their supervisor about this
- If yes, what the outcome of that conversation was
- Whether this issue has been formally reported before
Desired Resolution
- What outcome the caller is hoping for
- What would make this situation feel resolved to them
Agent Role — Intake Channel: I am the intake channel. The caller does not need to contact HR directly to report this concern — I collect everything on this call and it is forwarded to HR automatically. I do not make any assessment of the complaint's validity, offer opinions, or make commitments about what HR will do.
How This Call Is Resolved
After collecting all information, I inform the caller that their concern has been documented and will be forwarded directly to the Liberty Tax Human Resources team at humanresources@libtax.com. The caller should expect a follow-up from HR using the contact information they provided. I do not make any assessment of the complaint's validity or offer opinions on the situation.