Clients occasionally have questions, and who to contact will depend on what they need assistance with.
In addition to the contacts you'll receive as part of a kick-off call (for bookkeeping clients) you'll also have access to the below.
| Inquiry | Email Address |
|
For new sales inquiries & switchboard. |
team@fullstack.com.au |
|
Onboarding-related queries for new clients |
onboarding@fullstack.com.au |
|
General support for an existing client. This email is your catch-all address for existing clients. It will be routed to our most appropriate team member for your query. |
support@fullstack.com.au |
|
Bookkeeping queries |
your allocated bookkeeper or |
|
Billing-related queries |
billing@fullstack.com.au |
|
Or, if we're doing your tax return, one of our tax team members will have been in touch so simply reply and they'll help you out. And if you're after tax advice (beyond our normal tax return process), you'll need to book a time here. |
taxteam@fullstack.com.au |
Need more specific advice or to engage us in a project?
From time to time, you might need more specific advice from our experts than a quick query (<5 mins, low risk).
Other times it is usually obvious that more detailed involvement (or risk) is required from our side to properly assist. This is usually required around more project-based assistance covered in more detail below.
| Service Line | Project |
| Tax | Restructures, Tax Planning, Tax Consolidations, ESOPs, Deregistrations, Tax Reviews on Complex Arrangements - i.e. Marketplaces/Fintech/International Groups, Assistance with Reviews from ATO. Tax Consultations with Principals |
| Bookkeeping | Implementations, Training Workshops, Catch-up work, Repair Work AI Accounts Health Check Report |
| VCFO | Captables, Due Diligence Work, Financial Modelling, Cashflow Forecasting, General Purpose Financial Reports. |
| Grants & Incentives | R&D Tax Incentive, EMDG Accelerating Commercialisation ESIC - letters of advice, private binding rulings Ad-hoc (usually hourly) - Industry Grants, MVP Ventures. |
If you want to enquire about a new project - can email team@fullstack.com.au to get started or book a time on our main calendly board - https://calendly.com/fullstack
Note we usually seek to enter into a special engagement for the project via an online proposal before properly commencing the project. This setup allows us to properly manage the resources involved and manage better outcomes for our clients.
Paid phone consults for DIY clients
If you're one of our early-stage DIY clients, we offer paid telephone tax consultation services with our principals & senior advisors. You can book a time and pay here.
Can I talk to someone?
Sometimes it's just easier to explain the issue you have over the phone.
While most of our clients find the asynchronous nature of email works for them, especially as we often receive emails in the middle of the night (#startuplife!) sometimes it just doesn't work.
Our support team is more than happy to book a quick call to clarify things if required.
Hubspot
To ensure that emails are being handled by the appropriate team member and that we can respond to you quickly, we use Hubspot Service Hub to receive, manage, and escalate them as well as to assign tasks among our team members. This implies that you might hear from a different member of our team or even a few members of it.
To be fair, we usually respond to emails in the order they are received while also taking into account priority issues, like tax deadlines.
Please don't hesitate to email us directly if you have any questions.