Small business owners often look to their accountant as the person who will keep their finances on track, yet many find the experience frustrating.  Feedback collected from clients and industry reports shows that common complaints include poor communication, unexpected costs and errors that surface at tax time.  Understanding these pain points, and how the different financial roles intersect, makes it easier to design an arrangement that works for your business.

Common complaints about accountants managing bookkeeping

Lack of communication and responsiveness

Many accountants are skilled at preparing profit‑and‑loss statements and tax returns, yet they often focus on producing reports rather than explaining what the numbers mean for the client.  Clients care more about outcomes—such as improved cash flow, time freedom or peace of mind—than about technical reports.  When communication is infrequent or overly technical, small business owners feel unheard and under‑informed.

High fees and hidden costs

Another recurring complaint is that accountants bill by the hour and do not provide transparent pricing.  Invoices may contain vague “administrative” or “processing” fees and are often higher than expected.  Without a clear fee structure it is difficult for a small business to budget accurately.  This frustration pushes owners to search for more cost‑effective solutions.

Tax‑time nightmares and errors

Many business owners discover problems when it is time to lodge their tax returns.  Accountants sometimes fail to lodge returns on time or make mistakes that result in penalties.  Such errors not only cause stress but can damage the business’s relationship with the tax office and lead to fines.  Owners may find themselves reconstructing records or negotiating with the Australian Taxation Office (ATO) to fix mistakes.

Inaccurate or delayed reports

Timely and accurate financial reporting is critical for cash‑flow management.  However, reports sometimes arrive weeks after the end of the reporting period and contain errors, making them nearly useless for decision‑making.  Delays and inaccuracies hinder the ability to monitor performance and can result in missed opportunities or poor decisions.

Complex jargon and confusion

Accountants often use technical terms such as amortisation, depreciation or accruals without explanation, leaving clients confused.  When business owners cannot understand their own financial statements they may disengage from the process and feel disconnected from their numbers.

System challenges and closing the books

Small business accounting is labour‑intensive.  Without a proper bookkeeping system, closing the books can be time‑consuming and may result in incorrect figures being provided to the tax department.  Failing to reconcile transactions and track expenses properly leads to misstatements and potential penalties.  Cash‑flow management and expense tracking are also persistent challenges, often because owners are juggling multiple roles in the business.

Roles and responsibilities: bookkeeper, BAS agent and accountant

Understanding the scope of each role helps explain why accountants receive these complaints and how external BAS agents can address them.

What bookkeepers do

A bookkeeper’s primary responsibility is to maintain accurate and organised records of financial transactions.  Typical tasks include documenting every transaction, reconciling bank statements, managing accounts receivable and payable, preparing financial reports and sometimes assisting with payroll and human‑resource functions.  Bookkeepers provide up‑to‑date data that accountants use to prepare financial statements and tax returns.

What is a BAS agent?

A Business Activity Statement (BAS) agent is a professional registered with the Tax Practitioners Board who is authorised to provide BAS services.  These services involve advising clients about GST, PAYG and other BAS‑related liabilities and lodging statements with the ATO.  Only registered BAS agents can interact with the ATO on behalf of a business or charge for BAS lodgement.  To become registered they must meet education requirements, adhere to a professional code of conduct covering honesty, independence, confidentiality and competence, and undertake continuing education.

What accountants do

Accountants use the information provided by bookkeepers to interpret and analyse a business’s financial position.  They prepare financial statements, provide tailored advice and manage complex tasks such as tax planning, tax return preparation and audits.  Accountants focus on high‑level strategy rather than daily transaction processing.

Segregation of duties and why it matters

Internal control principles recommend separating financial tasks among different roles to reduce errors and fraud.  Bookkeepers and BAS agents handle day‑to‑day details and GST/PAYG compliance, whereas accountants focus on high‑level strategy and income‑tax planning.  BAS agents provide regular updates (daily, weekly or fortnightly), while accountants are typically engaged only around tax time.  This segregation ensures that transactions are recorded accurately, reviewed by someone with specialist GST knowledge and then analysed by an accountant who provides strategic advice.

Benefits of using an external BAS agent

1. Cost‑effective and time‑efficient – Preparing BAS statements quarterly is more frequent than annual tax returns.  Using an accountant for BAS lodgements can be unnecessarily expensive and time‑consuming; engaging a BAS agent is a cost‑effective way to ensure that BAS statements are lodged accurately and on time.  Outsourcing bookkeeping and BAS also frees the owner to focus on generating revenue.

2. Promotes accurate bookkeeping and reduces errors – Regular BAS lodgement promotes bookkeeping hygiene because the books must be kept up‑to‑date throughout the year.  Accurate records mean the accountant spends less time correcting errors when preparing annual tax returns, saving money and reducing the likelihood of mistakes.

3. Minimises liability through safe harbour rules – Registered BAS agents carry professional indemnity insurance, and under the safe‑harbour provisions a client is generally not liable for penalties arising from a registered tax practitioner’s failure to lodge documents or for false statements if the client supplied correct information.  By engaging a registered BAS agent instead of an unregistered bookkeeper, business owners reduce their personal exposure.

4. Expertise in GST, PAYG and payroll – BAS agents specialise in GST and PAYG matters and can handle payroll, single‑touch payroll reporting, taxable payments annual reports and superannuation obligations.  Registered BAS agents can manage payroll and provide detailed financial reporting, tasks that non‑registered bookkeepers cannot perform.

5. Ongoing support and timely advice – Once a BAS agent understands your business, they not only handle transactional recording and compliance but also provide accurate and timely financial advice to help you understand day‑to‑day performance.  Professional BAS agents maintain continuing education and use best practices, ensuring the integrity of the accounts and offering proactive advice.

6. Better pricing and regular updates – BAS agents typically charge affordable monthly packages and update the records regularly, whereas accountants often work on an hourly rate and are engaged less frequently.  This structure makes budgeting easier and keeps financial information current.

Why accountants alone can’t manage day‑to‑day books

Accountants are best used as strategic advisors who interpret financial information and provide guidance on business direction.  Their higher fees and periodic engagement mean they are not typically “in the file” every week.  Day‑to‑day transaction recording, bank reconciliations, payroll and GST reporting require constant attention.  BAS agents and bookkeepers live inside the accounting software, updating records daily or weekly and ensuring compliance with GST and PAYG obligations.  When accountants try to do this work themselves it leads to delays, higher costs and a greater risk of errors.  Segregating duties allows each professional to focus on their strengths—BAS agents maintain compliance and accuracy while accountants deliver strategic insight.

Choosing the right combination for your business

For most small businesses the ideal arrangement is to engage a registered BAS agent (often a bookkeeper with additional qualifications) to handle day‑to‑day transactions, payroll and BAS lodgements, and to consult an accountant for high‑level planning and income‑tax matters.  When looking for a BAS agent, ensure that they are registered with the Tax Practitioners Board and meet the educational and experience requirements.  Confirm that your agent has appropriate insurance and follows the professional code of conduct.  This approach gives you timely financial information and protects you from compliance risk while still allowing you to draw on an accountant’s expertise when needed.

Final thoughts

Small business owners’ frustrations with traditional accounting services often stem from mismatched expectations.  Accountants excel at high‑level analysis and tax planning, but they are not equipped to provide daily bookkeeping support.  Engaging a qualified BAS agent offers a cost‑effective way to keep your records accurate, lodge BAS statements on time and receive practical insights into your business’s performance.  When combined with periodic consultations with a skilled accountant, this team approach can free up your time, improve financial control and give you the confidence to focus on growing your business.