Contacting Australian NaturalCare
We are committed to:
- Enabling you to contact us in the way you prefer – by telephone, online, in writing or in person.
- Being available 9:00am-5:00pm (AEST) weekdays for you to report any product faults or service difficulties.
- Responding to your letters and emails within five working days.
- Providing a phone line dedicated to complaints handling.
Choosing your services
We are committed to:
- Providing information about our products and services in plain language helping you make an informed decision that best suits your individual health needs.
- Providing services that recognise the individual needs of customers, including our Club 4 Plus auto-ship program, Senior’s Card discounts and payment methods.
- Flexibility around Club 4 Plus auto-ship order cancellations and skips, without penalty.
- Providing all customers with free naturopathic advice to help choose the right products for you and your family.
- Dispatching orders within 24 hours and responding to your order enquiries in a timely manner.
- A 60-day money back guarantee if you’re not satisfied with your order.
- Ensuring all of our vitamins and supplements are manufactured in accordance with the high standards of the Australian Code of Good Manufacturing Practice.
Your privacy
We are committed to:
- Protecting your personal information (including your order form with your credit card information, phone calls and other communications) from misuse, unauthorised access, or modification.
- Providing you with access to your personal information that we have on record and taking steps to keep your details accurate and up-to-date.
- Having our performance in relation to privacy independently audited annually.
- Responding to your letters and emails within five working days.
Billing and payments
We are committed to:
- Providing you with invoices that are accurate and easy to understand with all of the details you need.
- Presenting your invoices in a form that suits your needs, with options including online, paper and large print.
- Providing you a range of easily accessible payment methods that allow you to be in control of your payments.
- Working with you to negotiate tailored, flexible payment solutions, including assisting people who are experiencing financial hardship.
Your safety and security
We are committed to:
- Providing an option to speak to our experienced naturopaths before you place an order.
- Ensuring that all of our products come with clear, easy-to-follow directions for use, including dosage information, full active ingredient listings and expiry dates.
- Providing assistance to help you to make sure you're taking the right supplements for your individual health needs.
Your concerns and complaints
We are committed to:
- Actioning your concerns or complaints promptly, fairly, completely and courteously, informing you of how we propose to act and how long it will take.
- Escalating your complaint to our specialist Member Services team, at your request, if you feel your complaint wasn't satisfactorily handled in the first instance.
- Making your valuable feedback known to other departments and Management.
For more information, please feel free to contact us.