Information on Business to Business Enquiries

Target Audience: Dairy Farmers, Food Service Partners (Cafes/Restaurants), Retail Partners (Supermarkets) Purpose: To provide accurate, operational, and contractual answers for business-to-business partners.

Milk Supply and Contracts (Farmers)

How are milk prices determined and communicated?

In accordance with the Dairy Code of Conduct, we publish our full, non-exclusive Milk Supply Agreements (MSAs) on our website annually by June 1st. Prices are determined based on market conditions, the specific region, and the volume and quality of milk supplied. Pricing details specific to your contract are provided by your dedicated Supplier Relations Manager.

What is the process for disputing a quality test result (e.g., cell count)?

If you wish to dispute the quality or residue test result taken at the farm gate or factory, you must notify your Supplier Relations Manager within 48 hours of receiving the notification. We have a formal dispute resolution process, which may involve a re-test by an independent third-party laboratory, as outlined in your Milk Supply Agreement.

I've had a sudden drop in milk volume. Who do I call?

For immediate operational issues that may affect milk collection (e.g., sudden drop in volume, equipment failure, or weather events affecting tanker access), please call the Dairy Operations Hotline provided in your contract documentation. Do not use the general customer care line.

Business & Food Service Orders (Partners)

How do I open a new account for my cafe or restaurant?

To establish a new commercial wholesale account for Pauls Professional or other foodservice products, please contact our Foodservice Sales Team through the main business line. A sales representative will be assigned to set up your account, process credit checks, and discuss delivery schedules and pricing.

My product delivery was short or incorrect. What is the process for credit?

Once it is reported, you will receive a credit within 24 hours.

Compliance and Regulation

What is Lactalis Australia's commitment to the Dairy Code of Conduct?

Lactalis Australia is fully committed to adhering to the Dairy Code of Conduct. This includes the timely publishing of our MSAs, ensuring contracts are fair, and providing farmers with the required notice periods before terminating an agreement. We have robust internal compliance programs to ensure we meet all regulatory requirements.

Are there environmental or sustainability requirements for my business if I partner with Lactalis?

As part of our commitment to achieving Carbon Net Zero by 2050, we are progressively working with our partners to improve environmental performance. For farmers, this may involve best practice guidelines for effluent management and land use. For other suppliers, this involves sustainable packaging and reduced energy consumption mandates. Your contract terms outline any specific requirements.