Koorong Help Centre

At Koorong, we are committed to providing exceptional customer service and ensuring customers have a positive experience with our products and services. We recognise that there may be instances where customers are unsatisfied with their interactions, and we value their feedback as an opportunity to improve. This Complaints Handling Policy outlines our approach to addressing and resolving customer complaints fairly, efficiently, and transparently.

This policy applies to all customers who have purchased products from Koorong.

A complaint is defined as any verbal or written expression of dissatisfaction from a customer regarding our products, services, staff interactions, or any aspect of their experience with Koorong.

Fairness

We will treat all complaints seriously and impartially, regardless of their nature or source.

Transparency

We will communicate openly with customers regarding the complaint resolution process, expected timelines, and outcomes.

Confidentiality

Customer information and complaint details will be handled confidentially sharing only with those directly involved in the resolution process.

Timeliness

We will strive to address and resolve complaints promptly, aiming to achieve a resolution promptly.

Continuous Improvement

Insights gained from complaints will be used to identify areas for improvement in our products, services, and processes.

Customers can lodge complaints through the following channels:

• In-person to the store manager at any Koorong store

• Over the phone by calling (02) 9857 4477, or international +61 2 9857 4477

• Through the contact form on our website

1. Acknowledgment: Upon receiving a complaint, we will acknowledge its receipt within 10 business days, confirming the details and providing a reference number.
2. Investigation: The complaint will be assigned to an appropriate team member who will thoroughly investigate the matter, considering all available information and evidence.
3. Resolution: We will work to reach a satisfactory resolution that addresses the customer's concerns. We will inform the customer about the progress if further time is required.
4. Communication: We will communicate the outcome of the investigation and resolution to the customer through their preferred contact method (email, phone, in-person).
5. Feedback: After resolution, we will seek feedback from the customer about their satisfaction with the process and outcome.

If the customer is not satisfied with the resolution provided, they may request to escalate the complaint to a higher management level. This request will be accommodated, and the matter will be reviewed by a more senior staff member.

All complaints, their details, investigation outcomes, and resolutions will be documented and retained.

This Complaints Handling Policy will be periodically reviewed to ensure its effectiveness. Feedback from customers and staff will be considered in making improvements.