Grower Advocate

AWB has introduced a complaints procedure for Growers, a key feature of which is the newly created role of the Grower Advocate. This program is a critical part of AWB's commitment to continuous improvement in the level and quality of services provided to Australian grain growers.

The process is specifically designed to help resolve complaints arising from an individual or grower group's grain marketing transactions with AWB.

A feature of the procedure is that growers can request intervention (by the Grower Advocate on behalf of the Managing Director) if they feel their rights under the process have not been observed or that the complaint has not been resolved to their satisfaction.

What does the Grower Advocate do?

The Grower Advocate manages the complaints process on behalf of the Managing Director by:

• Investigating intractable disputes and if necessary, escalating them to AWB’s Managing Director for resolution
• Ensuring the right people handle complaints and that AWB staff meet reasonable deadlines in resolving disputes
• Facilitating mutually acceptable outcomes.

The Grower Advocate ensures that the complaints handling process works for growers by:

• Representing growers through the complaints process ensuring they have voice at every stage
• Intervening in the complaints process there necessary to ensure growers get a fair go.

When does the Grower Advocate intervene?

Provided the complaint relates to individual or grower group’s grain marketing transactions with AWB, the Grower Advocate will consider intervening where:

• Earlier steps set down in the process have not resolved the issue and the grower has requested the complaint be escalated to the Managing Director;
• The process outlined by AWB has not been adhered to (e.g. the resolution has taken longer than promised); or
• There is evidence that the grower has been treated unfairly.

Will the process limit my legal rights?

No. Nothing in the new complaints process is intended to restrict the legal rights of either Growers or AWB. It is, however, expected that to reduce the need for any unnecessary legal costs. The goal in every case is to find a mutually acceptable solution by ensuring that the right people talk to one another and settle the issue.

View further details of the complaints process and to log a complaint

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