Complaints Handling and Escalations

We value your feedback

TOMRA Cleanaway is committed to providing a safe, accessible and reliable container return experience. We welcome feedback and take complaints seriously because they help us address individual concerns and improve our services.

You can make a complaint about any aspect of your experience with TOMRA Cleanaway, including:

  • the operation, cleanliness or accessibility of a collection point
  • customer service or the conduct of our team
  • container acceptance or rejection
  • refunds, vouchers, payments or digital transactions
  • the availability or reliability of our services
  • the way a previous enquiry or complaint was handled

Making a complaint will not affect your ability to use our services. There is no charge for lodging a complaint.

How to make a complaint

You can contact the TOMRA Cleanaway Customer Service Centre by phone, email or through our online contact form.

  • Please provide as much information as you can, including:
  • your name and preferred contact details
  • the location of the return point
  • the date and approximate time of the issue
  • a description of what happened
  • any relevant receipt, voucher, transaction or reference number
  • the outcome you are seeking

You may make a complaint anonymously. However, this may limit our ability to investigate the matter or contact you about the outcome.

Contact us

New South Wales – Return and Earn

Victoria, CDS Vic West Zone

Tasmania – Recycle Rewards

You can also lodge your enquiry through the TOMRA Cleanaway contact form.

What you can expect from us

When handling your complaint, we will:

  • treat you with courtesy, respect and fairness
  • listen to your concerns and consider the information you provide
  • acknowledge your complaint and provide a reference number where appropriate
  • explain the complaint handling process and any information we require
  • assess and investigate the matter objectively
  • keep you informed if the matter requires additional time
  • explain the outcome and any action we have taken
  • protect your personal information in line with applicable privacy requirements
  • use complaint insights to improve our services, systems and customer experience

We aim to resolve complaints as quickly as possible. Straightforward matters may be resolved at first contact. If further investigation is required, we will provide an update and an expected timeframe for our response.

If you are not satisfied

If you are not satisfied with our initial response, you can ask for your complaint to be escalated. An escalated complaint will be reviewed by a team member or manager who was not responsible for the original decision, where practicable.

The review will consider:

  • the information you originally provided
  • the investigation and response to date
  • any new or additional information
  • whether the outcome was reasonable, fair and consistent with our commitments

We will let you know the outcome of the review and explain any further options that may be available to you.

Accessibility and support

You may ask another person, such as a family member, support person, advocate or interpreter, to assist you with your complaint. We may request your permission before discussing personal information with someone acting on your behalf.

If you require assistance to communicate with us or need information in an accessible format, please let our Customer Service Team know. We will work with you to identify a suitable way to receive and respond to your complaint.

Privacy

We collect and use information provided in connection with a complaint so that we can assess, investigate and respond to the matter. Information will be handled in accordance with our privacy obligations and applicable privacy policies.