Customer Service

Complaint Handling Policy aims to

  • provide a framework for Woodend Cottage’s employees to work with when handling Complaints from Customers;
  • ensure consistency within Woodend Cottage’s in handling and resolving Complaints from Customers; and
  • assist Woodend Cottage’s commitment to provide quality products, services and customer service.

Woodend Cottage defines the term complaint as any expression of dissatisfaction or grievance made to Woodend Cottage by a Customer or member of the public with any product or service of Woodend Cottage


Lodgement of Complaints

  • Woodend Cottage’s Manager will provide reasonable information and assistance to ensure that Complaints are lodged effectively.
  • Complaints may be lodged by phone on 0411 781 094 or via or by letter to 44 Donald’s Road, Woodend 3442. Complaints will be acknowledged.
  • Woodend Cottage has established, and will continue to develop, quality processes for the efficient acknowledgement and processing of complaints.


Response to Complaints

  • Complaints will be processed in a timely and efficient manner. Continuous improvement will be utilised to ensure complaints are resolved promptly and courteously.
  • Managing our customer’s expectations realistically is Woodend Cottage’s goal. This involves the careful examination of each complaint and a resolution offered on the basis of that analysis.


Records/ Systems

  • Systemic trends and recurring problems will be identified and feedback provided to improve current processes.


Review of Complaint Handling Process

  • Woodend Cottage’s complaint handling procedures and systems are to be periodically reviewed to ensure optimum effectiveness and highlight any need for improvement.


Escalation of Complaints

  • Woodend Cottage’s goal in the area of complaints handling is to finalise complaints at first contact.
  • Where necessary, Customers will be kept informed of the progress of their complaint.