AWB Complaints Process

1. Lodging a formal complaint:

You can lodge a complaint with us using any one of the following methods:

Writing to the AWB Complaints Officer
Grower Service Centre
GPO Box 58
Melbourne Vic 3001
Complete and submit the Complaints Form; or
Email: [email protected]

2. How your complaint will be handled

On receiving a complaint:

AWB will log your complaint and promptly refer it to the appropriate manager
You will receive acknowledgement of this within 48 hours
We will contact you to discuss the matter
We will try to resolve the matter and propose a solution within 10 working days.

3. If you accept the resolution proposed

AWB may ask you to sign a statement stating this
AWB will implement the resolution

4. If you are not satisfied with the resolution

For complaints which involve a Grower Purchase Contract with AWB you may choose to have your complaint reviewed by Grain Trade Australia (GTA)

Grain Trade Australia

            Suite 1, Level 10
            66 Hunter Street
            Sydney NSW 2000
            Telephone: 02 9235 2155
            http://www.graintrade.org.au/

For complaints in relation to a PRICE+ Risk Management financial service you can choose to have the complaint resolved by the Financial Ombudsman Service Ltd (FOS). This is an independent free external complaints body available to PRICE + Risk Management customers. Cargill Australia Financial Services Pty is a member of FOS.

        Financial Ombudsman Service Ltd
        GPO Box 3 Melbourne 3001

        Telephone: 1300 78 08 08 or 1800 367 287 (Toll free)
        Fax:            03 9613 6399
        Website:    http://www.fos.org.au/

5. Checking the progress of a complaint

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 discuss this with you. If you would like to know the progress of your complaint you can contact us on 1800 447 246.

Will the process limit my legal rights?

No. Nothing in the complaints process is intended to restrict the legal rights of either Growers or AWB. It is, however, expected 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.