Complaint Policy and Procedure

Purpose

To ensure clients (students, employers, partners) have a clear, fair, and timely process to lodge complaints and receive a response.

Scope

This policy applies to all complaints received by Agricademy regarding our online education platform services.

Policy Statement

Agricademy is committed to resolving client complaints promptly, transparently, and fairly, using them as opportunities to improve services and client satisfaction.

How to Lodge a Complaint

Clients can submit complaints by emailing hello@getmilking.co.nz

Required information:

Full name and contact details
Description of the complaint

Complaint Handling Procedure

Step Action Timeline

Acknowledge receipt with reference number Within 1 business day
Assess complaint and provide initial response or investigation timeline Within 3 business days
Investigate and provide resolution Within 10 business days (unless complex)
Escalation if unsatisfied to CEO Within 5 business days of request
Confirm closure with client Upon resolution

Escalation Pathways

If you are not satisfied with the initial resolution, you may escalate your complaint:

Contact the CEO alister@agricademy.co.nz
For unresolved issues of a serious nature, the complaint may be referred to the CEO or Legal Team.

Confidentiality

All complaints are handled confidentially, with information shared only with staff involved in the resolution process.

Record-Keeping

All complaints are logged in CRM system with a complaint tag added

Client details
Nature of the complaint
Actions taken
Outcome and closure date

Continuous Improvement

Complaint data is reviewed quarterly to:

Identify recurring issues specific to the technical platform and uninterrupted customer journey
Improve systems and processes referred to the technical team or marketing
Inform staff training needs

Contact for Complaints:

Email: hello@getmilking.co.nz
CEO: alister@agricademy.co.nz
Mobile 0273023713

Date of Policy: [July 2025]
Next Review Date: [July 2026]