Complaints Handling Procedures. 28.1 Notwithstanding any other term in the Agreement, in case of any despite or a complaint both Parties irrevocably accept to follow the procedures outlined in the Complaint Handling Procedures shown on the Website, as amended from time to time.
Complaints Handling Procedures. Should a person have a concern or a complaint about Animal Welfare in relation to a Norco Milk Supplier, they may request Norco to investigate. To do this they must lodge an Expression of Concern or Complaint regarding Animal Welfare concerns. This will be assessed by a Norco Milk Supply Officer. If the Field Officer in their reasonable discretion deem the complaint on its face value to be legitimate and lawful, an investigation will be initiated. Norco will not investigate complaints that are not in compliance with this procedure or that arise from illegal trespass or breach of biosecurity directions. Suppliers are required to co-operate during the investigation process to ensure the highest level of transparency is attained for the benefit of the Supplier involved, the Co-operative and the Dairy Industry. All Suppliers should aspire to comply with the Animal Welfare Standards and Guidelines at all times. Norco will not provide the details of a Complainant to a Supplier unless the Complainant has consented in writing to that disclosure, this is due to our obligations under the Privacy Act Following the investigation of a complaint, Norco will respond to the Complainant to confirm that the matter has been investigated and that the Complainant’s concerns have been raised with the Supplier. Norco will also provide the Australian Animal Welfare Standards and Guidelines, along with any other appropriate Industry material, to the Complainant to ensure their understanding of Animal Welfare standards on a dairy farm. The findings of any investigation and any corrective actions required will not be disclosed to the Complainant unless the Supplier has agreed to that disclosure in writing. Milk Suppliers shall not seek recourse against a Complainant if the complaint has been made lawfully.
Complaints Handling Procedures. A Member may request a copy of the Platform’s Complaints handling procedure in accordance with the Rule 9.2.11 of the GEN module of the DFSA Rulebook. Such a request must be made through the means specified in 23.1. The Complaints Handling Procedure is listed on the Site for Member’s to read.
