Complaints, compliments and feedback

    We welcome your complaints, compliments and feedback about the services we provide and how we deliver them.

    You can make a complaint if you’re unhappy with an Eppendorf product, action, process or service. We’ll provide you with an individual resolution or response.

    If you’re not satisfied the issue has been resolved, you can email us

     

    How we handle your complaint

    When we receive your complaint, we’ll aim to phone you in 3 business days

    During the complaint resolution process

    We'll:

    • keep you informed of progress
    • give you the opportunity to provide extra information or comments before finalising the complaint
    • give a clear and concise explanation of the action taken to resolve the complaint and the reasons for the decision
    • provide more information about further rights of review, including the Commonwealth Ombudsman, if you’re not satisfied with the outcome of your complaint.

    When you interact with us

    You can expect us to:

    • listen to you
    • treat you with courtesy, consideration and respect
    • take all reasonable steps to resolve your issue
    • keep you informed of progress
    • apologise if we’ve made a mistake.

    When we interact with you

    We expect you to:

    • treat our staff with courtesy, consideration and respect. We do not accept any abuse or threats directed at our staff.
    • give us all relevant information. This includes details of letters you have sent or received from us and any phone calls or other discussions you have had with our staff about the issue.
    • co-operate with our staff who are handling your complaint. We reserve the right not to respond to contact from you if it contains abuse, inflammatory statements or material clearly intended to intimidate.
    • tell us if you need help to address your complaint, such as using an interpreter or someone who is authorised to make enquiries or act on your behalf.

     

    Other avenues available to you

    We will investigate your complaint. However, if you’re not satisfied, you may contact the Commonwealth Ombudsman using the online complaints form or phone 1300 362 072.

    The Ombudsman can investigate complaints about the actions and decisions of Australian Government agencies to see if they are wrong, unjust, unlawful, discriminatory or unfair.

     

    Compliments and feedback

    We welcome your compliments and feedback. While we will not respond to you directly, your information is important to help us improve our services.

    To submit a compliment or feedback online, you can email us