Here you’ll find guidance on how to get issues resolved, where to access immediate and local support, and how Fonterra’s fair, 3‑step disputes process works if a formal review is needed.
Summary:
The Farm Source team are here to help with issues that may arise. Whether it’s a simple fix or something that needs more attention, we’ll guide you through the steps.
Our goal is simple.
Help resolve issues early so you can stay focused on running your farm.
Need help right now? Talk to us
Your Co-operative Services Area Manager
The My Co‑op app has contact details for your Co-operative Services Area Manager (CSAM) if you need support.
Your Farmer Support Team
The Farmer Support Team is available 24 hours a day, 7 days a week for urgent help and immediate guidance.
Process for disputes
If your issue can’t be resolved informally, our three-step disputes process ensures fairness and clear oversight.
Formal Issue Resolution Process
This process must be followed in order.
For more information, download the Farmer Disputes Process Factsheet:
What counts as a dispute?
- A dispute is when you want to formally challenge a decision the Co‑op has made about your milk supply under the Constitution and Fonterra Farmers’ Terms of Supply.
- Everyday feedback or product / service concerns should go to your Co-operative Services Area Manager or the Farmer Support Team. If you’re not sure whether something is a dispute or general feedback, get in touch - we’ll guide you.
Formal Issue Resolution Process - Frequently asked questions
Miriam Radich
Miriam Radich became Fonterra’s third Milk Commissioner on 1 June 2018. She has practised law for over 20 years and is a partner of Blenheim law firm Radich Law. Her practice includes commercial transactions, resource management work, dealing with complex relationship property issues and civil litigation. She is also a director of companies.
- Acknowledgement of your dispute within two working days.
- Step 1, the Management Review of your dispute will occur within a month.
- Step 2 will occur at the next Co-operative Relations Committee meeting (scheduled every 2-3 months).
- Milk Commissioner timing varies.
There is no cost to farmers for any stage of the disputes process.
Meetings will be arranged somewhere convenient for you.
You must follow the three steps in order, but you can escalate at any stage if you are not satisfied.
If you remain unhappy with the outcome at the conclusion of step 3, you may choose to seek independent legal advise at your own discretion.
We record outcomes to help identify themes and improve processes across the Co-op.
Disputes often highlight opportunities that benefit all shareholders.