Free Grower Hotline

If you have an operational matter, comments on the Brisbane Markets facilities or even confidential Market-related business to discuss, just give us a call. We also encourage you to call if you are experiencing any difficulties in your trade dealings.

Marketline is confidential and responsive. Call between 7.30am and 3.30pm and your call will be answered personally by one of our helpful customer service staff, who will direct your enquiry to the appropriate person to assist. Or call after hours and leave a message, and your call will be returned the next business day.

Market pricing enquiries should be directed to market wholesalers or Market Information Services. Market Information Services can be contacted on telephone 07 3379 4576 or Infocall 1902 262 580.

Grower Complaint Service

Brismark operates a Grower Complaint Service specifically designed to investigate issues raised by growers and others who feel they have a grievance to be heard regarding business in the Market.

The steps for handling a complaint are clearly laid out in the Code of Practice for Queensland Fruit and Vegetable Wholesalers. A brief explanation follows.

Level One: Brismark Complaints Officer Investigation

All Brismark member complaints involve a thorough investigation by a Complaints Officer, involving interview with the complainant and the wholesaler. Wholesalers involved are required to supply sales and stock records and submit their processes to Brismark's scrutiny.

Additional market information is supplied by Market Information Services (MIS), whose information sheds light on what the market is selling for at nominated times. MIS also supplies comment on the quality of fruit when asked to provide inspection reports.

The investigation is carried out with the aim of negotiating a resolution and keeping out of pocket expenses to a minimum.

Important tip: clearly present your case in a logical manner with the best paper evidence possible. This may include the use of consignment notes, documented discussions with the wholesaler and especially any written terms of trade you may have.

Most cases are resolved at this level and recommendations are made to help avoid future difficulties occurring between the parties.

Level Two: Other Operations

Parties can choose to take further recourse through the Retail Grocery Industry Ombudsman. This level of resolution can be more costly as the investigation and mediation process can be more rigorous. In general terms, we recommend that growers seek to resolve any disputes which they have under the Level One option. This alternative does exist however, as does further option of pursuing legal action.

Keeping good records

In order to minimize problems and ensure you have evidence in case of a dispute please keep good records. 

Some handy tips include:

• Keep your consignment notes
• Document discussions with your wholesaler/s
• Finalise a written terms of trade between yourself and the wholesaler that clearly sets out each other's expectations
• If you are unsure, seek clarification from the wholesaler to make sure both parties are clear on any issues that arise.

A Complaints Officer will need this type of paperwork as the basis of his or her investigation. It is difficult to conduct an investigation without evidence so without it, your complaint may not be able to proceed.

It is all confidential

The Grower Disputes Service is confidential. With this in mind, only the necessary disclosure are made in the course of the investigation.

More information

To lodge a complaint, please contact Brismark or telephone 07 3915 4222. 

Concerned about the price of phoning? Call the Brisbane Markets Free Hotline on 1800 631 002.