Context
The accurate tracing of NAIT animals to support disease management is vital for continued access to key export markets. As an accredited meat processor, AFFCO is committed to ensuring all NAIT movements to our sites are accurate and within the periods outlined in the NAIT act.
If you are not satisfied with any aspect of AFFCO’s service regarding NAIT, please contact us using our resolution process.
Complaint definition
The threshold for a complaint is a satisfaction by the supplier or other entity is in relation to AFFCO’s ability to fulfill our obligations under the National Animal Identification and Tracing Act 2012.
For clarity, a NAIT complaint is not:
How to make a complaint
Information required for a complaint
- Your first name and last name
- Your farms trading name if applicable
- Your phone number or email address, and preferred contact method
- A detailed description of your complaint, including dates
- The AFFCO site relating to your complaint
- Your NAIT number (if applicable)
- Your AFFCO supply number (if applicable)
- An indication of the outcome or resolution that you are seeking
Process
We aim:
- confirm the receipt of your complaint by the next business day
- let you know the outcome of your complaint within 3 business days
Our responsibilities
- Keep an open mind and see your point of view
- Acknowledge any mistakes and put them right
- Escalate your complaint as necessary
- Operate within the requirements of the NAIT act at all times
Your responsibilities
- Clearly identify the nature of the complaint and your expected resolution
- Provide any extra information we ask for
- Act honestly and treat all AFFCO staff with respect
Related references
AFFCO privacy policy - https://www.affco.co.nz/privacy/
National Animal Identification and Tracing Act 2012
NAIT Obligation and Exemptions Regulations 2012
