McPheron Media

Complaint Handling

At McPherson Media we want all of our customers to have a great experience with any of the services we offer as well as your experience dealing with our support team. We pride ourselves on being a local company and having a strong level of customer service that is provided by all of our staff. If you do have any problems, we would like to resolve them to your satisfaction as quickly as possible.

All McPherson Media staff are trained in complaint handling and you can be confident that your request will be dealt with in your first contact.

If our service is not up to a level that you expect, then we would like to know. This can be done many different ways by using the information below.

How to make a complaint

By Phone

Please call our customer service staff on 1300 735 868

By Email

Please complete our online form at http://www.mcmedia.com.au/contact.asp

By Mail

Manager
McPherson Media
P.O Box 204
Shepparton, 3630

In Person

McPherson Media
7940 Melbourne Road
Shepparton, 3630

Complaints Process

1. Customer contacts McPherson Media by the options listed above. The details of the complaint are entered into our online customer helpdesk system against your account.
2. If your request is something that requires internal investigation, the person who takes your request will be in contact within 24 hours of you making the complaint to keep you up to date throughout the process.
3. If a complaint requires further investigation than the first level contact, your complaint will then be escalated to the Manager, who will make contact within the maximum time of 48 hours depending on the severity of the request. When the ticket is escalated from first level to the Manager, the customer will be notified of these actions.
4. We aim to resolve and close all complaints within 10 days of the complaint being made and strive to keep the customer informed along the way.