Customer Complaints Policy Summary
ZIM-ESSENTIALS is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all times. We have a Complaints Policy to ensure all complaints are handled as efficiently as possible.
The following outlines our policy and procedures for the handling of verbal and written complaints. We aim to resolve your complaints as soon as possible. Please call or email our customer care and we will do our best to address any problems you may be having with our service as soon as possible.
Our Responsibilities
To provide an efficient and structured mechanism for handling complaints.
To provide our customers with access to the complaints handling process, including those customers with health issues and special needs.
To keep customers informed as to the progress of their complaint and the expected time frame for resolution
Quarterly to review our complaints so that we can improve our standard of customer service
Handling Your Complaint
Upon receiving a complaint, we will acknowledge your matter via email within 2 business days
If your complaint is urgent, we will prioritize your complaint and attempt to resolve it within 2 working days. If we cannot, we will explain why and the reasons for taking longer.
We will keep you informed of the progress of your complaint, proposed actions and the expected time frame for resolution
