Herb-Ivore Fresh Herbs Pty Ltd is committed to handling complaints in a fair and confidential manner, and providing an efficient and responsive service to our customers. While every effort is taken to meet the high standards expected of us, sometimes things can still go wrong. When this occurs, we need to be informed so that every effort can be made to put things right and prevent further shortcomings in the future.

 

Customer feedback is important to us as it helps us identify things we do well and those we need to improve upon. One of the ways in which we are committed to this and to continuing to improve our service is by listening and responding to complaints.

 

We would expect a customer to tells us when:

 

• We don’t do our work in line with stated procedures

• The produce provided by us does not meet acceptable standards or expectations, or

• Any aspect of our service or our decision making processes are unsatisfactory

 

 

Making a Complaint

 

We want to provide our customers with the best possible experience and be fully satisfied with our products. If they are not and have a complaint, then we want to be told as soon as possible.

 

Complaint Process

 

1. Customer contacts Herb-Ivore Fresh Herbs with their complaint by telephone, email or in-person.

2. Customer is to provide:

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• Complaint type

• Complaint details

• Their contact details

• Any supporting documentation

 

We will:

 

• Accept any complaint by telephone, email or in-person at the warehouse

• Acknowledge the complaint within 2 working days

• Investigate it and respond as quickly as possible with a target of responding within 10 working days

• If it is not possible to respond to the issue within 10 working days, we will explain why and give the customer a date by which they can expect a full response