Safe Pest Control Pty Ltd (also referred to as ‘SPC’ or ‘the Company’) is dedicated to maintaining exceptional customer service and a high professional standard. In order to manage any potential dissatisfactions, we have established a Complaint Handling and Dispute Resolution Policy to ensure efficient and successful resolution of issues. This policy outlines the procedures for submitting both formal and informal complaints and our method for resolving disputes.

Informal Complaints

Informal complaints are typically minor issues or concerns that can be quickly resolved through direct communication with the relevant staff or department. If you wish to submit an informal complaint, please follow these steps:

1. Contact our office at 0488842327 to discuss the issue.
2. If the issue persists, escalate your concern to our operations manager for a comprehensive review.
3. Expect a response from the operations manager or supervisor within five (5) business days.

Formal Complaints

If you encounter severe issues or if your informal complaint remains unresolved, you have the option to submit a formal complaint. Please follow these instructions:

1. Write a detailed description of the issue, including relevant dates, times, and any supporting documentation or evidence.
2. Submit the written complaint via email to complaints@pestcontrol-sydney.com.au
3. Upon receipt, SPC’s Complaints Officer will acknowledge your complaint within three (3) business days and initiate an investigation.
4. The Complaints Officer will work with concerned parties to address the issue, providing a written response detailing the investigation’s findings and proposed solutions within fifteen (15) business days.

Dispute Resolution

Should the formal complaint process not lead to a satisfactory outcome, the issue can be taken to external dispute resolution.

Confidentiality

Rest assured, all complaints are treated confidentially and in line with the Company’s Privacy Policy. Personal information given during the complaint process will only be used to resolve the complaint.

Continuous Improvement

Safe Pest Control is devoted to continuous improvement. We routinely review our Complaint Handling and Dispute Resolution Policy to ensure its effectiveness and legal compliance.

For any questions or additional information, please feel free to reach out to our Customer Service team at 0488842327.