What we will do

We will investigate your issue or complaint.

Simply lodge your issue or complaint with us in writing addressed to:

Complaints Handling
Newcastle Mattress Recyclers
PO Box 110, H.R.M.C
Warabrook, NSW. 2310

PLEASE NOTE: . ISSUES AND COMPLAINTS ARE NOT EXCEPTED BY EMAIL

We will aim to resolve your issue or complaint within 30 days of you raising it with us and we will fully inform you of the outcome of our investigation.

If we need to investigate your issue or complaint further we will advise you of what actions we propose to take and an estimated time frame, Should there be any changes we will advise as soon as possible.

While your issue or complaint is being investigated, we will provide you with regular updates of our progress so that you are aware of what is happening with your issue or complaint.

If you would like further investigation from Us

If you are not satisfied with the resolution or the investigation of your issue or complaint, it will be escalated to the next level of management or a Case Manager in a specialised customer relations area. The Manager of your issue or complaint will deal with you personally to discuss your issue or complaint and the resolutions you have been offered.

Investigation outside Us

Our focus when handling issues and complaints is on our customers and our aim is to provide the most efficient and straight forward issue and complaint process we can. However, if you would like an external body to review your issue or complaint, you can approach the following regulator after you have attempted to resolve your issue or complaint with Newcastle Mattress Recyclers.

* Department Of Fair Trading

http://www.fairtrading.nsw.gov.au/About_us/Online_services/Lodge_a_complaint.html