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Customer Service Commitment

Contacting Australian NaturalCare

We are committed to:

  1. Enabling you to contact us in the way you prefer – by telephone, online, in writing or in person.
  2. Being available 9:00am-5:00pm (AEST) weekdays for you to report any product faults or service difficulties.
  3. Responding to your letters and emails within five working days.
  4. Providing a phone line dedicated to complaints handling.

Choosing your services

We are committed to:

  1. Providing information about our products and services in plain language helping you make an informed decision that best suits your individual health needs.
  2. Providing services that recognise the individual needs of customers, including our Club 4 Plus auto-ship program, Senior’s Card discounts and payment methods.
  3. Flexibility around Club 4 Plus auto-ship order cancellations and skips, without penalty.
  4. Providing all customers with free naturopathic advice to help choose the right products for you and your family.
  5. Dispatching orders within 24 hours and responding to your order enquiries in a timely manner.
  6. A 60-day money back guarantee if you’re not satisfied with your order.
  7. 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:

  1. Protecting your personal information (including your order form with your credit card information, phone calls and other communications) from misuse, unauthorised access, or modification.
  2. 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.
  3. Having our performance in relation to privacy independently audited annually.
  4. Responding to your letters and emails within five working days.

Billing and payments

We are committed to:

  1. Providing you with invoices that are accurate and easy to understand with all of the details you need.
  2. Presenting your invoices in a form that suits your needs, with options including online, paper and large print.
  3. Providing you a range of easily accessible payment methods that allow you to be in control of your payments.
  4. 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:

  1. Providing an option to speak to our experienced naturopaths before you place an order.
  2. 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.
  3. 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:

  1. Actioning your concerns or complaints promptly, fairly, completely and courteously, informing you of how we propose to act and how long it will take.
  2. 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.
  3. Making your valuable feedback known to other departments and Management.

For more information, please feel free to contact us.