At Kraft Heinz, we look forward to hearing what's on our customers' minds. We have a dedicated team of consultants ready to receive your comments, suggestions or concerns.
We take your communications seriously!
You can contact our Consumer Support Team via the phone by using our tollfree number or via post or online. Our preferred method is via the phone as this ensures all the relevant information is captured in full.
Our aim is to resolve any complaint as quickly as we can. If we can't resolve your complaint on the spot, we'll let you know.
In some cases, where there are complicated facts or circumstances, or further investigations are required, it might take up to several weeks to investigate your complaint and address your concerns. We will keep you informed regarding the progress of our investigations and will get back to you with the final outcome.
Competition and Consumer Law complaints
We have a dedicated Competition and Consumer Law Officer, who is responsible for reviewing Competition and Consumer Law complaints to ensure they are dealt with appropriately and fairly. Our aim is to acknowledge receipt of your complaint within 24 hours (other than on weekends or public holidays) and respond to your complaints within a reasonable time. In most cases, we expect that complaints will be investigated and a response generally provided within 30 days of receipt of the complaint. If the matter is more complex, our investigation may take longer, we will contact you and advise you of this. We will keep you informed regarding the progress of our investigations and we will get back to you with the final outcome.
We have a dedicated Privacy Officer who is responsible for reviewing Privacy complaints and requests. All complaints received by the Privacy Officer will be dealt with fairly and in a timely manner considering all the circumstances of the complaint. The Privacy Officer will generally respond to your request within 14 business days. If your complaint is complicated or requires further investigation our response may take additional time to finalise.
Options for review
If you have raised your concerns with our Consumer Support Team and you are not satisfied with the outcome or you believe that we have not resolved your complaint fairly, then you can address your complaint to:
Product issues: Australian Government Department of Health Services https://www.humanservices.gov.au/individuals/contact-us or its equivalent in each State
Competition and Consumer Law: Australian Competition and Consumer Commission https://www.accc.gov.au/contact-us
Privacy: Office of the Australian Information Commissioner’s website at www.oaic.gov.au