Customer Feedback – Policy and Procedures

Pasture to Plate Natural Products Ltd. takes customer feedback (positive and negative) very seriously: this gives us important information about how we can better our service to our customers or to improve products.

Pasture to Plate Natural Products Ltd. will always seek to resolve feedback and / or customer concerns in an efficient, fair and timely manner. Everyone at Pasture to Plate Natural Products Ltd. is committed to providing our customers the highest standard of service possible. Our staff understands that any type of feedback is to be received as valuable and legitimate, and this means that your concerns will be acknowledged and investigated without prejudice.

If a customer issue or concern cannot be resolved immediately, we will do our best to resolve it in a timely manner. In some cases where there are complicated facts or circumstances, or where we deal with third parties, it might take some time to investigate details of the situation further. All matters have the right to be heard and the right to receive a response.

The appropriate acknowledgement and speedy handling of complaints is essential to the continuous improvement of Pasture to Plate Natural Products Ltd. service.

If you wish to make a comment or provide feedback on a product or an experience you have had with us, you can contact us in the following ways:

  • by e-mail: info@pasturetoplate.ca
  • by telephone: (604)215-0050
  • in writing to: Pasture to Plate Natural Products Ltd., 1420 Commercial Drive, Vancouver, BC, V5L 3X9

Most issues should be able to be addressed at the first point of contact. Alternately, if the matter is not resolved to your satisfaction please contact Pasture to Plate Natural Products Ltd.’s General Manager:

  • by e-mail: info@pasturetoplate.ca
  • By telephone: (250)394-4005
  • in writing to: Pasture to Plate Natural Products Ltd., Attn: General Manager, Box 20, Redstone, BC, V0L 1S0

Feedback relating to the company’s marketing and advertising activities, or complaints of any other nature pertaining to the operations of Pasture to Plate Natural Products Ltd. should be directed in the first instance to the General Manager. Please provide all relevant details which will be recorded and passed on to an appropriate person for action.

How your complaint will be resolved:

Your concerns will be acknowledged either by telephone or in writing. You will be kept informed of the progress of the investigation. We aim to resolve your complaint within 10 – 15 working days.

If you are not satisfied with our response:

For matters relating to Pasture to Plate Natural Products Ltd. you have the right to contact your local health authorities who will review your complaint and make an appropriate recommendation. You will be able to contact them:

  • by e-mail: environmental.health@vch.ca
  • by telephone: (604)675-3800
  • in writing to: Vancouver Coastal Health, 601 West Broadway, Vancouver, BC, V5Z

Records of Customer Feedback:

To assist us with our goal of continuous improvement, we will keep a record of all complaints made and the outcome. This will allow us to appropriately deal with any systemic or recurring issues within our company. A monthly report of all complaints received will be provided to Pasture to Plate Natural Products Ltd. management. All personal information that we collect in order to resolve your complaint will be appropriately handled in accordance with our privacy policy which you can access on our website.