Feedback and disputes

Dispute resolution process

Sampling disputes at delivery

It is the deliverer’s responsibility to understand the sampling process and assigned grades at the time of delivery. Where there is legitimate uncertainty over initial sampling results, there are dispute options available to you at the point of delivery to:

• Allow for variability within the grain
• Allow for equipment calibration tolerance
• Challenge the sampler’s/CBH’s sample assessment

You are encouraged to use these options, outlined below, to resolve any issues as smoothly and quickly as possible. Disputing sample results post-delivery is not recommended and will be handled on a case-by-case basis. Please be aware that overuse of these options will slow the sampling process and reduce the effectiveness of monitoring sampling processes at a Zone level.

Post-harvest and chemical residue detection disputes

Load related samples collected at the time of delivery may be tested post-harvest for chemical residues, the presence of genetically modified material and/or varietal misdeclaration. You will be notified of post-harvest assessment results and any charges owing.

You must advise CBH in writing if you wish to dispute results and/or charges in accordance with the Delivery and Warehousing Terms. CBH will have remaining samples re-tested and advise you of the results.

Other disputes

If you have a dispute in relation to CBH’s obligations under the Delivery and Warehousing Terms or charges levied against you, you must provide CBH with written notice in accordance with our Delivery and Warehousing Terms. You must provide notice to CBH within 10 business days of becoming aware of the facts giving rise to the dispute or in the case of invoiced services, prior to the due date on the invoice.

All disputes should be sent to the Grower Service Centre via email at growerservicecentre@cbh.com.au.