Supplier rights and complaints

If you do business with large grocery businesses you automatically have rights and protections under the food and grocery code (code).

Complaint process

If you have a complaint with a large grocery business, there are a few ways to resolve it.

Code mediators

You can ask the appointed code mediator for information about the code and available dispute resolution processes.

Coles Code Mediator

Jenny Linsten

Email: codearbiter@jennylinstenlegal.com.au

Telephone: 0411 022 759

Woolworths Code Mediator

Trish Henry

Email: codemediator@wowgrocerycode.com.au

Telephone: 0460 827 590

Aldi Code Mediator

Bronwyn Gallacher

Email: bronwyn@cclconsultants.com.au

Telephone: 0433 292 777

Metcash Code Mediator

Martin Shakinovsky

Email: complaints@metcashcodearbiter.com.au

Telephone: 0416 235 766

Contact the large grocery business directly

You can contact the large grocery business directly about the issue or dispute.

Make a complaint with a code meditator

You can contact the code meditator without contacting the large grocery business first.

The code mediator can investigate your complaint and notify you of the outcome.

Ask the Code Supervisor to review

If you're unhappy with how the code mediator handled your complaint, you can ask the Code Supervisor to review the process under the code.

You can raise a complaint about the code mediator's:

• proposed solution, including that no action should be taken
• investigation time if it should have been completed and you haven't heard anything.

You can also raise a complaint if you accept the code mediator’s proposed solution. But the Code Supervisor:

• will only consider the complaint to monitor systemic issues
• won’t make a recommendation to the code mediator on the process of investigating the specific complaint.

Request a confidential discussion

Other ways to resolve disputes

There are other ways you can resolve your dispute, including:

• mediation or arbitration
• seeking independent legal advice at any time.

Other complaints

Anonymous complaints

Anyone can make an anonymous complaint about potential misconduct under the code.

Consumer complaints

If you're a consumer who thinks a large grocery business hasn’t followed the rules, the Australian Consumer Law regulators can help you resolve a dispute or investigate an issue.

Your state or territory consumer protection agency can help you with your rights and options.