Compliant Handling
Complaint Handling Process
Cleaning Pty Ltd aims to provide our customers with the best possible service. If you haven’t received the service you expected or you would like to make a suggestion we always appreciate your feedback.
Consumers and former customers have the right to make a complaint for escalation within Cleaning Pty Ltd.
A complaint means an expression of dissatisfaction made to us in relation to our products and services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting Cleaning Pty Ltd to request support or to report a service difficulty is not necessarily a complaint.
Level 1 Customer Support
Cleaning Pty Ltd Customer Support is the level 1 customer support within Cleaning Pty Ltd Network who assist to resolve issues of a late or non-arrival nature.
Cleaning Pty Ltd Customer Service is the level 1 customer support and main point of contact within Cleaning Pty Ltd for questions regarding your cleaner or for information about our services.
If you are having difficulties with your Customer Service or Cleaner or Support representative, a supervisor may be called upon to assist.
Cleaning Pty Ltd believes that our internal resolution process is the most effective and quickest way to resolve issues.
Cleaning Pty Ltd Customer Support can be contacted by:
Email – Support@cleaningforce.com.au
Phone – 08 6183 6880
Fax – 1800 73 81 90
Mail – 15 Codrington St, Southern River, WA 6110
Our Customer Service staff can be contacted by:
Email – services@cleaningforce.com.au
Phone – 08 6183 6880
Fax – 1800 73 81 90
Mail – 15 Codrington St, Southern River, WA 6110
Making a Complaint
If our Customer Service or Technical Support teams have been unable to satisfy your issue, you can request for your call to be considered a complaint.
You may also make a complaint directly to Customer Relations, a specialist complaint resolutions team, by:
Email – Customer_relations@cleaningforce.com.au
Fax – 1800 73 81 90
Mail – 15 Codrington St, Southern River, WA 6110
You may nominate an authorised representative or advocate to liaise with us on your behalf. If you need assistance with understanding this process or lodging a complaint, please let us know. This includes consumers with a disability or those who are suffering hardship or are from a non-English speaking background.
What We Will Do Next
We will acknowledge a complaint immediately on the phone or within 2 business days of receiving it and provide you a reference number. Where possible, our level 1 Customer Service and Technical Support teams will resolve your complaint upon first contact. Where they have been unable to do so, our Customer Relations team will take over management of the complaint and resolve your complaint within 15 business days of receiving it, depending on the complexity of your complaint.
We will let you know any reasons for delay and a specific timeframe for resolution. We will keep you updated with the status of your complaint and you may contact us either by phone or by email with your reference number to request a status update. Please note that Cleaning Pty Ltd is unable to implement any resolution until you have accepted it.
Further options
You will find the majority of matters can be handled by Cleaning Pty Ltd’s internal processes and we do ask that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within Cleaning Pty Ltd, you may seek complaint mediation or further assistance from the Industry Ombudsman or the fair trading department in your state or territory.
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Call: 08 6454 2748
