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Cargill Complaints Process

1. Lodging a formal complaint:

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

  •  Writing to the Cargill Complaints Officer
     Grower Service Centre
     GPO Box 58 
     Melbourne Vic 3001
  • Email: [email protected]

 

2. How your complaint will be handled

On receiving a complaint:  

  • Cargill 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

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

 

4. If you are not satisfied with the resolution 

  • For complaints which involve a Grower Purchase Contract with Cargill 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 Australian Financial Complaints Authority (AFCA). This is an independent free external complaints body available to PRICE+ Risk Management customers. Cargill Australia Financial Services Pty Limited is a member of AFCA (membership number 35241). 

        Australian Financial Complaints Authority Limited
        GPO Box 3, Melbourne, VIC 3001
 
        Telephone: 1800 931 678 (Toll free)

        Email: [email protected]
        Fax: 03 9613 6399
        Website: www.afca.org.au

 

5. Checking the progress of a complaint

Cargill 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 Cargill. 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.