How We Handle Complaints

At Wellness, our goal is to provide you with the highest quality water filtration products available.

If you are dissatisfied with a product or the service you have received, we want to hear about it so we can resolve your complaint and also improve the quality of service we provide to our customers.

We are committed to handling product and service complaints in a prompt and open manner.

Aim of our Complaints Handling System

• Provide an effective, timely complaint handling process for all products and services offered by Wellness;
• Ensure consistency with handling and resolving customer complaints.
• Reflect our commitment to provide quality products, service and support
• Make our Complaints Handling Policy and our Complaints Handling process visible and readily accessible to customers.

How we handle your complaint

Your complaints are taken very seriously and assessed by a Customer Service Representative with the aim to resolve any issue in a timely and efficient manner.

If the Customer Service Representative cannot resolve a complaint, it will be escalated to a Supervisor or Manager to assess and provide alternate avenues for resolution.

Complaints, which are not related specifically to a product, will be escalated to the relevant department within the business.

How to lodge a complaint

Wellness provides six (6) methods of lodging a complaint.

1. Live Chat – speak to a Customer Service Representative via the Live Chat icon located on every page of our website.
2. Phone – Call 1300 30 30 29 Monday to Friday, 9am to 4:30pm AEST
3. Email – submit an email which will be responded to within 24-48 hours.
4. Returns Centre – apply for an instant Return Authority for faulty or damaged items. Returns Centre can be accessed from your Account login page.
5. Fax – Attention: Customer Service Manager – (02) 9370 9099
6. Letter – Attention Customer Service Manager, PO Box 297, Brookvale NSW 2100

Feedback about our customer service.

We encourage customers to contact us by Email with any suggestions for improving our customer service.