Complaints Handling

We're Here to Make Things Right

At Critter's Cause, we're committed to providing exceptional service and quality products. While we strive for perfection, we understand that sometimes things don't go as planned. When that happens, we're here to listen, learn, and make it right.

How to Lodge a Complaint

Step 1: Contact Us

Step 2: What to Include

Please provide:

  • Your order number (if applicable)
  • Clear description of the issue
  • Photos (if relevant to product quality)
  • Your preferred resolution
  • Best contact method and times

What We'll Do

Immediate Response (Within 24 Hours)

  • Acknowledge receipt of your complaint
  • Assign a reference number for tracking
  • Outline next steps and expected timeframes

Investigation (Within 3-5 Business Days)

  • Thoroughly review your concern
  • Consult with our suppliers when necessary
  • Identify the root cause and appropriate solution

Resolution (Within 7 Business Days)

  • Provide a clear explanation of our findings
  • Offer a fair and reasonable solution
  • Implement changes to prevent similar issues

Types of Complaints We Handle

Product Quality Issues

  • Defective or damaged items
  • Products not matching descriptions
  • Safety concerns

Service-Related Concerns

  • Delivery problems
  • Communication issues
  • Website functionality problems

Billing & Payment Issues

  • Incorrect charges
  • Refund delays
  • Payment processing problems

Charitable Impact Concerns

  • Questions about donation transparency
  • Concerns about charity partnerships
  • Impact reporting queries

Your Rights

Fair Treatment

  • Respectful and professional communication
  • Unbiased investigation of your concerns
  • Transparent explanation of our findings

Reasonable Solutions

  • Refunds for faulty products
  • Replacements when appropriate

Privacy Protection

  • Confidential handling of your complaint
  • Secure storage of personal information
  • No sharing of details without consent

Escalation Process

If you're not satisfied with our initial response:

Internal Review

  • Request escalation to management
  • Independent review of your case
  • Fresh perspective on potential solutions

External Options

If we can't resolve your complaint internally, you can contact:

  • Australian Competition & Consumer Commission (ACCC)
  • Your state's Fair Trading office
  • Industry ombudsman services

Learning from Feedback

Every complaint helps us improve. We use your feedback to:

  • Enhance our product selection criteria
  • Improve our supplier relationships
  • Strengthen our customer service processes
  • Better serve our pet-loving community

Our Commitment

We promise to:

  • Listen actively to your concerns
  • Investigate thoroughly and fairly
  • Respond promptly and professionally
  • Learn from every interaction
  • Improve our service continuously

Prevention is Better Than Cure

We're constantly working to prevent issues by:

  • Carefully vetting all suppliers
  • Regularly reviewing product quality
  • Maintaining clear communication
  • Publishing transparent policies

Remember: Your satisfaction matters to us, and so does your feedback. Every complaint is an opportunity for us to serve you better and strengthen our mission of supporting animal welfare through ethical business practices.

Need to make a complaint? Contact us at admin@critterscause.com.au