Vinehealth Australia is committed to being a customer-focused organisation, promoting a culture that values continuously improving our systems and relationships with our customers, including effectively dealing with complaints and their resolution.

Vinehealth Australia’s purpose is to foster a profitable, sustainable and reputable grape and wine industry, working alongside growers, winemakers, propagation specialists and government to protect vines from biosecurity risk and to advance vine health.

To carry out our purpose, we align with the following customer service values:

  • We are courteous, professional and treat our customers with respect.
  • We value the privacy of our customers and work hard to ensure that the information our customers provide to Vinehealth remains secure.
  • We will gather as much information as we can to help investigate claims and provide our services.
  • We will readily admit when we have made a mistake and work to correct it.
  • We are responsive.
  • We are knowledgeable, with our guidance being accurate and tailored to our customers’ requests to the best of our abilities with the information we hold.

To this end, we highly value all feedback from our customers.

Complaints, compliments and feedback

Vinehealth conducts a survey of those who pay a contribution under the Phylloxera and Grape Industry Act 1995, every few years to establish satisfaction with the services and activities of Vinehealth. The results from this survey are released to industry and government through e-newsletters, website and other communication channels. For the latest Vineyard Owner survey, refer here.

Vinehealth has a customer complaint, compliments and feedback procedure here. This procedure ensures:

  • Vinehealth’s customers can lodge a complaint, compliment or provide feedback below.
  • Complaints can also be lodged with Vinehealth staff who will respond promptly and strive for effective resolution in a timely manner; and where possible, identify opportunities for systematic service improvements based on customer feedback received.

Complaints, Compliments and Feedback

At Vinehealth Australia, we love to hear your ideas, concerns and problems so we can improve our products, procedures and services. Please note, you can remain anonymous by not completing the name field or adding your contact details.

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