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

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