National Customer Service Team
Contact
Phone:
1300
366004 (Press 2)
Email:
csdcustomer.service@metcashfg.com
Hours of Operation:
Monday to Friday, 7am to 7pm (EST)
National Public Holidays Only (Closed)
Customer Service Centralisation
Busy Trading Times
Call Back
Technology
Claims
Process
Customer
Service FAQs
Customer Service Centralisation
Metcash
C Store is continually striving to work smarter and to meet the
requirements of our customers. The move to a National Customer Service
Team will assist us in servicing our customers efficiently with
transparency and measurable processes. This will enable us to give
increased hours of coverage for customers to contact us with our hours
now being 7am to 7pm Monday to Friday and full service for State based
Public Holidays.
During the transition period, all state based Customer Service contact
numbers and email address will be diverted through to the C Store
National Customer Service Team from Monday 8th October 2018.
Please update your contact details for C Store Customer Service to the
above phone and email details.
Your Customer Service Team
To ensure we remain focused on our customers, we have developed a close relationship with all key personnel. Even though the Customer Service Team may not be in located within your state, we are confident that with the support of the states and customers, we will be able to give you a high level of service, with increased communication, increase contact hours, transparency and the ability to improve the processes through the business.
Phone: Busy Trading Times:
Upon studying the inbound calls across the states, we have identified that peak times that involve delays on the phone for our customers are between 8.30am – 10am and in the afternoon between 1.30pm-2.30pm. It is during these periods, that customers may have experience delays in contacting a C Store Customer Service Officer.
Call Back Technology:
With the
centralization to minimize the impact to you we have introduced Call
Back Technology. This gives customers the option of hanging up and
being contacted (called back) by a Customer Service Officer, without
losing their place in the queue and not having to wait on the phone
“wasting” time.
By dialing the direct National
Customer Service number 1300 366004 (Press 2), after approximately 4
minutes you have the option to press “1” reserving your position in the
queue and activating the call back facility.
To utilize this facility, you must
dial the 1300 number above, as calling your state Customer Service
number will transfer the call to the National Customer Service but will
not activate the “call back technology”.
We strongly encourage you to update
your records for contacting C Store Customer Service By contacting the
team utilizing the new contact details (above) will assist the team in
receiving your call more efficiently. We understand your time is
valuable and by using the "call back technology" resource will enable
you to continue with running your business, knowing that a Customer
Service Officer will phone you back on the number you dialed from.
Claims Process:
To
minimize delays on the phone all claims will need to be sent via
email/fax on dedicated claim forms that will be available on the C
Store Portal from Friday 5th October 2018.
With centralization comes increased
communication. When you submit a claim, you will receive an email
confirming that we have received your claim and the name of the
Customer Service Officer who will be looking after this claim; together
with an estimated finalization time frame. Upon finalization of your
claim, you will receive an email advising of the outcome of your claim.
So, it is imperative that you keep the National Customer Service Team
informed of any changes to your store email address.
You can download the Claim Request form here.
The claim form will open in a new browser window. The form must be saved on your own pc as an Adobe PDF document before completion.
The latest version of Adobe Acrobat Reader DC (free download) is required to be able to complete the fillable PDF version of the Claim form.