Complaints Handling

If you are not satisfied with any Zeropac product, service, or delivery, we want to hear from you. All complaints are logged in our Complaints Register with a unique reference number, investigated, and resolved through a structured process.

How to Make a Complaint

Contact us by phone, email, or in writing. Please include your order number and batch number (if applicable) to help us investigate quickly.

What to Expect

Action	Timeframe
Acknowledge receipt of complaint	Within 1 business day
Investigation commenced	Within 3 business days
Resolution or update provided	Within 5 business days
Complex complaints resolved	Within 15 business days

Our Process

When we receive a complaint, we review the details and gather relevant order, batch, and delivery records. We inspect retained samples or request return of affected product where applicable. If the issue relates to product quality, we contact the manufacturer directly. We determine the root cause, check whether other customers or batches are affected, and resolve the issue through replacement, credit, or process improvement.

Product Recalls

If a product is found to be defective, non-compliant, or potentially hazardous, we have a structured recall procedure in place. We maintain full batch traceability across all products, enabling rapid identification of affected stock and customers. All affected customers are notified by phone and in writing, and we arrange replacement or credit promptly. Relevant authorities (TGA, FSANZ, or ACCC) are notified where required.

The full Complaints Handling and Product Recall Procedure is available on request.