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Cerebos ANZ Complaint Handling Policy

Our commitment to our consumers

Cerebos is committed to:
- ensuring easy convenient contact methods are available to lodge a complaint on our products or services.
- providing a fast, fair and confidential complaint handling process.
- having dedicated people and documented procedures to investigate and resolve complaints.
- continuously monitoring and improving our products and complaint handling operations.

What is a complaint?

Any expression of dissatisfaction regarding a Cerebos product or service.

What do we want to achieve?

We want to identify products or services that have not met your expectation and implement corrective actions and improvements to address your concerns.

Our goal is to satisfy our consumers by resolving your complaint as quickly as possible. We will attempt to resolve any complaint at the first point of contact. Sometimes this is not possible as further investigations are required. Complex matters may take time to resolve.

Complaints that cannot be resolved at the first point of contact will be resolved within timeframes agreed with the consumer. We will acknowledge receipt of your complaint within 48 hours of receiving it and we will communicate with you at intervals not greater than 2 weeks.

How to make a complaint?

Cerebos are committed to providing our consumers with the best quality products and services. If we have not met your expectations, we encourage you to let us know through contacting our customer service centre.

Cerebos aims to provide easy and convenient contact mechanisms. A complaint can be lodged through any of the following contact methods.

Within Australia:
Telephone: 1800 656 115
Facsimile: 1300 865 755
Letter to: Consumer Relations, Cerebos Foods, Reply Paid 79922, Seven Hills, NSW, 1730

Within New Zealand:
Telephone: 0800 765 765
Facsimile: 0800 FAX CGL/0800 329 245
Letter to: Freepost 128489, Cerebos Gregg's Limited, Private Bag 58095, Greenmount, Manukau 2141

When making a complaint we will ask for your name and contact details, the name of the product or service, product details such as the best before date and a brief description of the problem. This allows us to process your complaint quickly and thoroughly.

How we deal with your complaint?

Cerebos will attempt to resolve your complaint at the first point of contact. If you would like to know more about the outcome of the complaint investigation, please let our Consumer Relations Representative know when you contact us and we will be happy to provide you with this information.

We will create a confidential file classifying and recording the details of your complaint within 24 hours of receiving your complaint.

All complaints will be assigned to a qualified Consumer Relations Representative to investigate in accordance with documented procedures.

The complaint investigator will identify the root cause of the issue, possible solutions and implement corrective actions.

Record Keeping & Data Collection

Cerebos will record complaint information and investigation outcomes in a secure consumer relations database.

Your personal information is collected solely for the purpose of investigating and responding to your complaint. Your information is treated with the uttermost care and in accordance with the Commonwealth Privacy Act 1988 in Australia and the Privacy Act 1993 in New Zealand.

Monitoring Complaint Information

We will analyse the information in our complaint database to report on complaint trends, the performance of our complaint handling system and the success of our corrective action programs. This is done to ensure that we identify and resolve problems and continuously improve our products and services to meet consumer expectations.

Complaint Escalation

If your complaint is not resolved to your satisfaction, you can ask to have your matter escalated to a supervisor. If you are still dissatisfied with the supervisor’s handling of the complaint you can request to have the matter referred to a senior management representative for review.

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