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Complaints Policy

Policy objective

Supplement Central seeks to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services, and customer service. We are committed to being responsive to the needs and concerns of our customers and to resolving your complaint as quickly and fairly as possible.

This policy has been designed to provide guidance to both our customers and staff on the way Supplement Central receives and manages your complaint. We are committed to being consistent, fair, and impartial when handling your complaint.

In addition to this policy, it’s always best to keep note of our Returns and Refunds Policy.

 

Customer Formal Complaints Procedure

Making a complaint

If you are dissatisfied the service or product provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with.

If you are uncomfortable with addressing that staff member or if further action is required, you can lodge a complaint with us in one of the following ways:

If we receive your complaint verbally, in some instances we may ask you to put this in writing if further escalation with management is required.

 

When Should You Make a Complaint

Supplements Central always advise visiting our store or calling our Customer Service team first before submitting a formal written complaint. In most cases, just chatting to one of our staff members can resolve your complaint in minutes, so there is often never a need to file a written complaint.

The following key points are some examples where a written complaint may be necessary.

  • You have an issue with one of our staff members and the confrontation may make you feel a little uncomfortable.
  • You have already called or visited the store and feel your issue wasn’t resolved properly.
  • The service you experienced wasn’t up to standard, even after attempting to visit the store to let staff know.

 

What to include

When we are investigating your complaint, we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:

  • Your name and contact details, and if relevant, the day of the incident/purchase date
  • The staff members name that provided the service/product
  • The nature of the complaint
  • Details of any steps you have already taken to resolve the complaint
  • Details of conversations you may have had with us that may be relevant to your complaint
  • Copies of any documentation which supports your complaint.

 

What happens when you make a Formal Written Complaint

  • We acknowledge & confirm
    Although we usually try to respond to all complaints with responsive action, please allow 24-48 hours of complaint submission for us to acknowledge and respond.
  • We review & respond
    After analysing your complaint, we begin a review of your complaint and determine if any additional information or documentation may be required to complete an investigation. We will attempt to respond at this stage and create a resolution, although in some instances, we may need to contact you to clarify details or request additional information where necessary.
  • We investigate & escalate
    If further investigation is required, we will objectively investigate your complaint further by considering all information you have provided. Although we endeavour to respond as soon as possible, please allow an additional 24-48 hours.

  • We respond and resolve
    Once a resolution is found we will respond and notify you on the next steps, and keep you updated on any additional actions we have taken regarding your complaint.

  • We record & grow
    We keep a record of all complaints made for future improvement across all business practices and policies to improve our service. Your personal information will always remain private and is diligently protected and not shared, unless requested by Australian law enforcement.

Recording Complaints

When taking a complaint, we will record your name, contact details, all details of your complaint including the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.

If you lodge a complaint, we will record your personal information solely for the purposes of addressing your complaint – nothing else.

Your personal details will actively be protected from disclosure unless requested by Australian law enforcement.

    Complaints about Staff

    If you complain about a member of our staff, we will treat your complaint confidentially and equally (giving equal treatment to both parties). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.

    We will also treat our staff member objectively by:

    • Informing them of any complaint about their performance,
    • Providing them with an opportunity to explain the circumstances
    • Providing them with appropriate support
    • Updating them on the complaint investigation and the result

    Although we do our best to take all complaints seriously, we also highly regard the safety and protection of our staff. Any complaints that are identified as bullying, direct attacks or discrimination will not be tolerated, and all customers will be notified if their complaint breaches these boundaries.