Farmtrek’s Dispute Resolution Policy
2025
Farmtrek Australia Pty Ltd (“we”, “our”, “us”) is committed to protecting your privacy and ensuring that your personal information is handled in a safe and responsible manner in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). This Privacy Policy outlines how we collect, use, disclose, and manage your personal information.
Dispute Resolution Policy
1. Purpose
Farmtrek Australia is committed to providing high-quality products and customer service. We recognise that, from time to time, customers may wish to raise concerns or complaints regarding their experience with our products, services or business operations.
This Dispute Resolution Policy outlines the process by which Farmtrek will receive, assess and respond to complaints in a fair, transparent and timely manner.
Our objective is to resolve disputes as efficiently as possible while maintaining compliance with applicable consumer protection laws.
2. Scope
This policy applies to all complaints or disputes raised by customers relating to:
• Product orders and delivery
• Refunds and cancellations
• Warranty matters
• Product performance or faults
• Customer service interactions
• Payment disputes
• Any other matter relating to the supply of goods or services by Farmtrek Australia
3. Commitment to Fair Resolution
Farmtrek aims to resolve disputes:
• Fairly
• Promptly
• Respectfully
• In accordance with Australian Consumer Law
We aim to resolve most complaints through direct communication with the customer before external escalation is required.
4. How to Lodge a Complaint
Customers may lodge a complaint with Farmtrek through the following methods:
Phone:
1300 295 365 (Press option 4)
Email:
legal@farmtrek.com.au
Mail:
Farmtrek Australia
Unit 1, 12 Tyree Place
Braemar NSW 2578
Customers should provide the following information when lodging a complaint:
• Full name
• Contact details
• Order number (if applicable)
• Description of the issue
• Desired resolution
• Any supporting documentation
5. Internal Dispute Resolution Process
Once a complaint is received, Farmtrek will follow the below process:
Step 1 – Complaint Registration
The complaint will be recorded in Farmtrek’s internal dispute management system and assigned a case reference.
Step 2 – Initial Review
A member of our Dispute Resolution team will review the complaint and any supporting documentation.
Step 3 – Investigation
Where required, Farmtrek may:
• Review order documentation
• Consult internal departments
• Contact suppliers or logistics partners
• Request additional information from the customer
Step 4 – Response
Farmtrek will provide a written response outlining:
• The outcome of the investigation
• Any proposed resolution
• Reasons for the decision
6. Timeframes
Farmtrek aims to respond to complaints within the following timeframes:
| Stage | Timeframe |
| Acknowledgement of complaint | Within 2 business days |
| Initial review and contact | Within 5 business days |
| Investigation and response | Within 20 business days |
Complex matters may take longer; however, customers will be kept informed of progress.
7. Possible Outcomes
Depending on the nature of the complaint, possible outcomes may include:
• Clarification of terms and conditions
• Replacement parts or service
• Repair or product assessment
• Refund (where required under contract or law)
• Partial refund or goodwill resolution
• Order cancellation
• Alternative commercial resolution
Each matter will be assessed individually based on the relevant circumstances and applicable consumer laws.
8. Escalation Process
If a customer is dissatisfied with the outcome of the internal dispute resolution process, the matter may be escalated externally.
Customers may seek assistance from the following organisations:
• NSW Fair Trading
NSW Fair Trading provides mediation services between businesses and consumers.
Website: https://www.fairtrading.nsw.gov.au
Phone: 13 32 20
• NSW Civil and Administrative Tribunal (NCAT)
If mediation does not resolve the dispute, customers may apply to the tribunal for independent review.
Website: https://www.ncat.nsw.gov.au
Phone: 1300 006 228
• Australian Competition and Consumer Commission (ACCC)
The ACCC provides guidance regarding consumer rights under Australian Consumer Law.
Website: https://www.accc.gov.au
Phone: 1300 302 502
9. Customer Conduct
Farmtrek expects all dispute interactions to remain respectful and constructive. Abusive, threatening or defamatory behaviour towards staff will not be tolerated and may result in communication being limited to written correspondence only.
10. Privacy
All complaints and personal information provided during the dispute resolution process will be handled in accordance with Farmtrek’s Privacy Policy and applicable Australian privacy laws.
11. Continuous Improvement
Farmtrek reviews complaint data regularly to identify opportunities to improve products, services and customer experience.
Customer feedback is valuable in helping us strengthen our operations.
12. Policy Updates
Farmtrek reserves the right to update this policy from time to time to reflect operational changes or regulatory requirements.
The latest version will always be available upon request or via our website.
Important Information
All content within this policy is protected by copyright © 2024 Farmtrek Australia Pty Ltd (“Farmtrek Australia”). Unauthorised reproduction or distribution of any part of this policy is strictly prohibited. While every effort has been made to ensure the accuracy of the information provided, it is essential that the information is verified at the time of order. Prices, product specifications, features, and availability are subject to change without notice. Farmtrek Australia reserves the right to correct any errors and make changes as necessary. All trademarks, service marks, and trade names mentioned are the property of Farmtrek Australia and are protected under applicable trademark laws.