Complaints Policy

At ZestChem Australia, we are committed to providing high-quality waste management services and ensuring customer satisfaction. We take complaints seriously and strive to resolve them efficiently and fairly. This policy outlines the process for lodging and handling complaints.

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1. How to Lodge a Complaint
If you have a complaint regarding our services, staff, or policies, you can submit it through one of the following channels:

Email: info@zestchem.com.au
Phone: +61 448 234 207
In Person: Visit our head office at Unit 2/176 Bluestone Circuit, Seventeen Mile Rocks QLD 4073

2. Information to Include in Your Complaint
To help us address your concerns effectively, please provide:

Your name and contact details
A clear description of the issue
Relevant dates, locations, and service details
Any supporting documents or evidence

3. Complaint Handling Process
Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
Investigation: Our team will review your complaint, gather relevant information, and assess possible resolutions.
Resolution: We aim to resolve complaints within 10 business days. If more time is needed, we will keep you informed of the progress.
Response: You will receive a response detailing the outcome and any actions taken to address the issue.

4. Escalation Process
If you are not satisfied with the resolution, you can request further review by:

Contacting your designated account manager
Escalating to our senior management team via info@zestchem.com.au
Seeking independent mediation or regulatory support if required

5. Continuous Improvement
We value customer feedback and use complaint insights to improve our services and prevent future issues.

ZestChem Australia is dedicated to fair, transparent, and timely complaint resolution. If you have any concerns, please reach out, and we will work to address them as quickly as possible.