Complaints Process

How to make a formal complaint

1. Forward a written complaint to:

• Manager Grower Service Centre, or

• AWB Grower Advocate, AWB Limited, GPO Box 4562, Melbourne, Vic 3001 will log your complaint and promptly refer it to the appropriate Manager. In almost all cases this will be Manager Grower Service Centre.

• Complete and submit the Complaints Form.  This will send an email to the Grower Advocate who will then log your complaint and then refer it to the appropriate Manager as above. (NB. If you are registered with the AWB website and are logged in, most of the details on the form will be completed already.)

2. The Manager Grower Service Centre will:

• Log your complaint (if it has not already been logged by the Grower Advocate). You will receive acknowledgement of this within 24 hours
• Contact you to discuss the matter
• Try to resolve the matter and propose a solution within seven working days

3. If you accept the resolution proposed:

• AWB will ask you to sign a statement stating this
• AWB will implement it and
• The Group General Manager, Financial and Rural Services and the Office of the Grower Advocate will be advised of the outcome

4. If you reject the resolution in writing:

• The matter will be referred to the Group General Manager, Financial and Rural Services who will review the history of the matter and try to resolve the problem within 3 working days

5. If, after this review, your complaint is still not solved to your satisfaction:

• You can ask the Grower Advocate to intervene and investigate the matter on behalf of the Managing Director. The Grower Advocate will consider the case and:
• If there is no case to answer, will advise you to accept the solution offered previously, or
• If there is a case to answer, mediate between AWB staff and you to reach a solution acceptable to both parties, or if this is not possible
• Ask the Managing Director to make a final determination (This process should take no longer than six working days)

AWB will endeavour to abide by the above timeframes as strictly as possible however this is dependent upon each individual complaint. Should we require more time we will seek your opinion before proceeding.

When do I contact the Grower Advocate? Contact the Grower Advocate:

• If you want information about the AWB complaints process
• If the promised timeframe has expired without a resolution imminent and you would like the Grower Advocate to intervene on your behalf.

Checking the progress of a complaint

Ring the Manager Grower Service Centre or the Grower Advocate on 1800 054 433 to find out how your complaint is progressing.

Give us your feedback on the process

Regardless of the outcome of your complaint, you will be offered the opportunity to give us your comments on the quality, efficiency and fairness of the system by completing a survey. You can even give us suggestions on how we could improve AWB systems and processes for the benefit of all growers

Your feedback will be included in reports to the Managing Director and Senior Management. Please complete and submit the Complaints Form or fax to the following number: 03 9209 2333.

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