ALDI

supplier complaints handling and dispute resolution guidelines


Overview


The Supplier Complaints Handling and Dispute Resolution Guidelines (Guidelines) set out the process for ALDI Stores to investigate complaints and resolve disputes between a Supplier and ALDI Stores, including those relating to the Food and Grocery Code of Conduct . These Guidelines supplement the rights and obligations of the Supplier and ALDI Stores under Part 5 of the Code and are binding on the parties.

The contact details for the Buying Directors/Purchasing Directors (Buyers), Group Buying Directors/Managing Directors (Senior Buyers) and Code Compliance Manager referred to in these Guidelines can be found in the Product Contract with the Supplier for the relevant Product. ALDI Stores may also make available or update those contact details in another manner.

If the Supplier wishes to raise a complaint or dispute regarding its dealings with ALDI Stores or the ALDI Stores Terms and Conditions of Purchase (Terms), including in relation to the Food and Grocery Code of Conduct, a Supplier has a number of alternatives to seek to resolve the matter as set out in these Guidelines and summarised below.

Investigation by the Buyer

In order for the Supplier's complaint or dispute to be dealt with in the most efficient manner, it is highly recommended that in the first instance the Supplier directs their concerns to the relevant Buyer. The Buyer will be glad to assist the Supplier with any complaints or disputes it may have.

Investigation by the Code Compliance Manager

Complaints or disputes relating to the Food and Grocery Code of Conduct only may be directed by the Supplier to the Code Compliance Manager, although it is highly recommended that the Supplier contacts the relevant Buyer first in order for the Supplier's complaint or dispute to be dealt with in the most efficient manner.

Investigation/internal review by the Senior Buyer

The Supplier may at any stage raise or elevate a complaint or dispute to the relevant Senior Buyer, including if the Supplier is not satisfied with the outcome of the investigation by the Buyer or Code Compliance Manager.

Generally, upon receipt of a complaint or dispute, the relevant ALDI Stores representative will take all reasonable steps to investigate and resolve the matter within 20 business days.


How to make a complaint or lodge a dispute


  1. Complaints or disputes can be made or lodged by contacting the relevant Buyer, Code Compliance Manager or Senior Buyer via phone or using the online Supplier Complaint or Dispute Form on the ALDI Supplier website at www.aldisuppliers.com.au, and by complying with any additional requirements referred to in these Guidelines. Formal complaints or disputes relating to the Food and Grocery Code of Conduct should be made using the online Supplier Complaint or Dispute Form .

Information to be provided by the Supplier


  1. When making a formal complaint or lodging a formal dispute, including those relating to the Food and Grocery Code of Conduct, the Supplier should ensure it provides in writing to the Buyer, Code Compliance Manager or Senior Buyer (as applicable) its identification details, business or trading name, the name, title and contact details of the person making the complaint or dispute on behalf of the Supplier and any documents or information that would assist with the investigation of the complaint or dispute.
  2. In order to allow ALDI Stores to deal with a complaint or dispute, the Supplier must also provide sufficient information about the complaint or dispute to allow ALDI Stores to investigate, consider and respond to the complaint or dispute, including sufficient details of:

    1. the complaint or dispute;
    2. the conduct that is the subject of the complaint or dispute;
    3. the provision of the Food and Grocery Code of Conduct that is alleged to have been breached (if applicable);
    4. the action that the Supplier thinks will settle the complaint or dispute and the outcome the Supplier is seeking.
  3. Under the Food and Grocery Code of Conduct, ALDI Stores is not required to comply with the requirements of this Code in relation to complaints or disputes unless such sufficient particulars have been provided by the Supplier.

Investigation by the Buyer


  1. Before proceeding with a formal complaint or dispute, it is highly recommended that the Supplier raises its issue or concern with the relevant Buyer. If the Supplier is unable to resolve the matter with the relevant Buyer and still wishes to make a formal complaint or lodge a dispute, then it should follow the processes set out in these Guidelines.

Investigation by the Code Compliance Manager


  1. The Supplier may direct a complaint or dispute regarding a matter covered by the Food and Grocery Code of Conduct to the Code Compliance Manager and request either that the complaint or dispute be:

    1. investigated by the Code Compliance Manager; or
    2. immediately elevated to senior levels of management, being the relevant Senior Buyer.
  2. If the Supplier requests the Code Compliance Manager to investigate the complaint or dispute, the Code Compliance Manager will take all reasonable steps to investigate the complaint or dispute and conclude the investigation within 20 business days. The Code Compliance Manager will not be required to investigate the complaint or dispute if the Code Compliance Manager is satisfied and provides written notice to the Supplier that it considers that the complaint or dispute is vexatious, trivial, misconceived or lacking in substance, and provide any other information required by the Food and Grocery Code of Conduct.
  3. Within 5 business days after conclusion of the investigation, the Code Compliance Manager will determine what (if any) action should be taken in response to the complaint or dispute and give the Supplier a summary of the action (if any) that has or will be taken in response to the complaint or dispute and the timetable for any such action.

Investigation/internal review by the Senior Buyer


  1. Where the Supplier requests immediate elevation of the complaint or dispute to the relevant Senior Buyer or the Supplier is not satisfied with the outcome of the investigation by the Buyer or Code Compliance Manager, the Supplier may make a written request to elevate the complaint or dispute for internal review by senior levels of management, being the relevant Senior Buyer.
  2. In addition to any other information requested to be provided by the Food and Grocery Code of Conduct or under these Guidelines, the Supplier's request for investigation/internal review by the Senior Buyer must specify the nature of the complaint or dispute, the provision of the Food and Grocery Code of Conduct relevant to the complaint or dispute (if applicable), the action that the Supplier thinks will settle the complaint or dispute and the outcome that the Supplier is seeking.
  3. The Supplier and relevant Senior Buyer must attempt to resolve a complaint or dispute raised or elevated for investigation/internal review in good faith and within 20 business days
  4. Within 5 business days after conclusion of the investigation/internal review, the Senior Buyer will determine what (if any) action should be taken in response to the complaint or dispute and give the Supplier a summary of the action (if any) that has or will be taken in response to the complaint or dispute and the timetable for any such action.

General


  1. When making and seeking to resolve complaints or disputes in accordance with these Guidelines, the Supplier should act in good faith and not make complaints or lodge disputes which are vexatious, trivial, misconceived or lacking in substance.
  2. Either the Supplier or ALDI Stores may seek to resolve a complaint or dispute by referring it to mediation or arbitration, which will be conducted in accordance with the rules of the Institute of Arbitrators and Mediators (IAMA) and the venue must be Sydney and the language of the mediation or arbitration will be English.