Problems arise from time to time in the best business relationships.
Most of these can be resolved by discussion with your marketer. Act straight away, don't let the problem linger.
Often the main reason a problem is not solved quickly and easily is because the other party is unaware
the problem exists!
If the problem cannot be resolved, a formal approach may be necessary.
Many larger organisations, such as major retailers, have internal
disputes mechanisms while smaller organisations are often covered
by industry association procedures. The advent of the Retail Grocery
Industry Code of Conduct provides a further opportunity for resolving
disputes. Visit the Retail Industry Ombudsman's website www.mediate.com.au/rgio/part1.php
for further information.
The following steps will help you resolve disputes:
Be clear on what the specific problem is and the result you want.
Write down the details and have supporting records
If you have a dispute with a large organisation, use their internal dispute procedures first. Major retailers have well-documented procedures:
If your dispute is with a smaller organisation such as a wholesaler, contact a senior manager or principal
of the business and try to resolve the issue.
If you are not satisfied, contact their industry association and seek advice.
For businesses operating in the Central Markets, contact the relevant
Chamber. Contact details for the Chamber in each Market is on The
Australian Chamber website www.freshmarkets.com.au
or phone (02) 9764 3244.
If you are still not satisfied with the outcome, you can lodge
a dispute under the Produce and Grocery Industry Code of Conduct (website: www.produceandgrocerycode.com.au). The
Government has appointed a Produce and Grocery Industry Ombudsman (website: www.produceandgroceryombudsman.com.au) to
mediate disputes within the Code. The Ombudsman is a mediator and
is not empowered to rule on a dispute or make a direction to either
party. Further information is available on the website www.mediate.com.au/rgio/index.php
or phone 1800 004 444.
