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Frequently Asked Questions
General Information
| Q. |
I'm after additional assistance (recipes,
information for school projects, etc.) can you help? |
| A. |
- We have a number of recipes in the Recipes section of our website.
- The Australian
Dairy Corporation (Website: www.dairycorp.com.au, Phone: 1800 817 736)
also have a large variety of recipe books and general information available.
- RE: Shares, Recruitment, etc. - contact our Head office in Melbourne on (03)9387-6211,
and they will be able to assist you with any queries you may have.
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Nutritional Information
| Q. |
What are the differences between fresh (pasteurised) and Long Life milk? |
| A. |
- It really comes down to the pasteurisation process. Long Life milk is ‘processed’
at 140 degrees for a period of 2-5 seconds which kills all normal milk spoilage bacteria.
Pasteurised milk is heated to 72 degrees for 15 seconds which kills pathogenic bacteria,
but not all spoilage bacteria. Hence, pasteurised milk sours and goes ‘off’ with time.
- As far a nutritional value is concerned there is no significant difference between the two.
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| Q. |
Which milk is suitable for lactose intolerant consumers? |
| A. |
- Speak with your doctor/GP to find out what products or amounts of lactose are suitable for you.
- The lactose content is listed on the nutrition panel of our products as Carbohydrates - sugars,
the nutritional panels for our products are displayed on the relevant product pages of our website.
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| Q. |
Should pregnant or lactating women drink full cream milk only? |
| A. |
- We would recommend that full cream milk is the most suitable milk for pregnant women (and children)
- If you have any concerns I would suggest your talk to you doctor/GP for their advice.
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| Q. |
In terms of your long life range, why are children encouraged not
to drink Point One, Smart Milk etc. (ie. non-full cream)? |
| A. |
- For children’s and infant’s growing bodies they need the
higher fat quantities that are found in full cream milk.
- The ‘not suitable for infants’ statement is currently a legal requirement
for reduced fat milk. The intention of this statement is to advise consumers
that the milk should not be used as a replacement for breast milk or
infant formula.
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| Q. |
Which milk is best for Diabetics/people with heart problems? |
| A. |
- Speak with you GP to find out what products are most suitable for you.
- Devondale Point One and Skim milk provide the lowest level
of fat (0.1%) and cholesterol of milk in our range of products.
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| Q. |
What is the Lactose content of Long Life milk? |
| A. |
- Refer to the 'Carbohydrates - Sugar' content on the nutritional panel, the
nutritional panels for our products are displayed on the relevant product
pages of our website.
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Product Storage & Use
| Q. |
What does "Refrigerate before use and after opening" instructions mean - it is a little confusing? |
| A. |
- When you purchase your long life milk, you can store it in the pantry or the fridge.
- As milk is usually served chilled, we encourage you to put the carton into the
fridge prior to opening it (ie. put it in the fridge the night before opening, but
refrigeration will be required after opening if not all consumed immediately.
- Once the seal has been broken, the milk is now exposed to light and air, so as
with any dairy product it should remain refrigerated until consumed or
disposed of after 10 days after opening.
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| Q. |
If product is kept in the fridge, can you move it back to the pantry? |
| A. |
- As long as the product has not been opened it can
be safely moved between the fridge and the pantry
- Once it has been opened it must remain refrigerated at all times,
and consumed within 10 days of opening.
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Pricing Distribution
| Q. |
The store I just visited does not stock your product - what should I do? |
| A. |
- Are they occasionally out of stock or have never stocked the product?
- (If the store seems to be out of stock temporarily) - Perhaps you may wish
to enquire with the store itself as to when they will receive their new stock
in and fill the shelves.
- Check some of the major stockists in your area (eg. Coles, BiLo, Safeway, Franklins etc)
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| Q. |
Can I buy product in bulk from Murray Goulburn directly? |
| A. |
- Unfortunately we are unable to provide you with a cheaper bulk price
- Speak with someone at a major supermarket or wholesaler
to discuss whether you could arrange a bulk order discount with them.
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| Q. |
Does GST apply to Long Life milk? |
| A. |
- No, GST does not apply to milk (pasteurised or long life).
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Packaging
| Q. |
Silver foil not sealed properly (aluminium foil
seal not sealed properly) |
| A. |
- All foils are intact at the time of manufacturing
- Therefore, if the foil is broken, I would suggest that you do not
consume the milk (I would suggest that you dispose of the milk without
consuming it)
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| Q. |
Carton appears to have expanded
(contents are bloated/blown)? |
| A. |
- I would suggest that you do not consume the milk and that
you dispose of the milk (without consuming it)
- UHT milk is sterile inside an intact package, if the packaging
is damaged in any way that will allow contact with the outside environment
which may allow the milk to spoil, with the production of gas causing the
pack to expand
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Complaints
| Q. |
How is reimbursement paid? How do you calculate the amount they will receive? |
| A. |
- If reimbursement is deemed appropriate by our Quality Control
Department, the reimbursement amount is based on the recommended retail
price of the product for each state
- Reimbursement is made in the form of redeemable voucher from Coles,
Woolworths, and Franklins up to $15 value in $5 increments
- Cheques are made out for anyone requiring reimbursement of an
amount greater than $15
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| Q. |
I received my letter in the mail and I’m not happy
with the response letter and/or reimbursement? |
| A. |
- May I please have your surname so I may look up your previous complaint.
(confirm all details and the nature of the complaint, and enter into the ‘Customer
Product Response’ system as a High Priority). I will now forward this on to my
supervisor for immediate action, and you will receive a response within 48 hours.
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| Q. |
My Long Life milk tastes sour/off (yellow discolouration)
- what should l do? |
| A. |
- I would suggest that you do not continue to consume the milk
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| Q. |
Why does my carton contain a milky/flaky sediment
at the bottom? Is this safe to consume? |
| A. |
- This flaking can be caused by settling out of calcium therefore milk
consumed will be lower in calcium. The milk is still fine to consume.
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| Q. |
Why is there a variance in colour from the same
product (eg. Point One - varies from a caramel to a cream colour)? |
| A. |
- Variation in colour can be caused by a number of reasons. It can be due
to seasonal variation of milk supply , The region in which milk is sourced
from, Age of the milk and process limitations.
- So long as you don’t notice any irregularities such as a bad odour to the
milk, it is still fine to consume the product, and it hasn’t been affected
nutritionally.
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