Update: Fiber Fresh Equine Lucerne in Australia
Trade Customer Update 1 November 2023
Request to Provide Quantities and Locations of Secured Fiber Fresh Product

Dear Trade Customer

This letter seeks to provide trade customers with an important update regarding Fiber Fresh equine products in the Australian market. Your cooperation and support is greatly appreciated as we navigate this situation together.

As directed by the Department of Agriculture, Fisheries and Forestry in Australia (the Department) (see the Fiber Fresh Notice dated 17 October 2023), all Fiber Fresh product in the Australian market is required by wholesalers and retailers to be secured and not sold or further moved, pending further direction from the Department.

While the Department has not yet issued directions to permit the movement and management of product, the Department has indicated that it expects to recall all Fiber Fresh product held by Australian wholesalers and retailers.

As the Department will need to consider quantities, locations, proposed methods of packing, transport and disposal, we will need to wait for directions from the Department before communicating that information to you and before any movement of product can be permitted.

In the meantime, having already secured product against movement, you are now requested to provide details of quantities and locations of FiberFresh product that you hold, so that we may collate those details and pass them on to the Department as required.


How to provide quantities/locations of secured product:
Please provide that information by accessing and completing the Fiber Fresh Declaration of Quantities and Locations Form at this link: https://forms.gle/8uBaeS6Sfbr1Vp4d7

Timing to provide details:
Please complete the provision of this information by no later than 13 November 2023 to allow collation of the information and passing information on to the Department within the timeline as directed by the Department.

Next Steps: When we have information available from the Department as to directions for packing, transport, and movement of secured Fiber Fresh product, we will pass these on to you.

FAQ: For your convenience, to assist Australian trade customers with frequently asked questions, please see the attached frequently asked questions and answers.

Finally, we appreciate your urgency to understand the proposed cost remediation plans. For probity and legal compliance reasons, and to ensure remediation funds are paid quickly and efficiently, we are establishing orderly procedures for dealing with such claims, including appropriate verification and sighting of business records, and this takes time.

We expect to provide details to you no later than when we receive these from the Department and we are in a position to communicate to you the Department’s directions for return of secured product.

Your understanding and cooperation is greatly appreciated during this time. If you have any questions or concerns, please do not hesitate to contact the Fiber Fresh customer support team.

Thank you for your continued support, and we will keep you updated as new information becomes available.


FAQ as of 1 November 2023 - Fiber Fresh Equine Lucerne - Trade Customer Update

1. Why is the product being secured?
Isolated instances of animal contamination (identified as New Zealand hedgehogs) were found in three batches of FiberProtect manufactured in New Zealand by Fiber Fresh.


2. What should I do if I have Fiber Fresh product on hand?
The Department of Agriculture, Fisheries and Forest (the Department) has required that any Fiber Fresh product you hold be removed from sale or other movement and secured. Please secure in situ with appropriate labelling such as “Biosecurity Directions Pending Not for Sale or Further Movement”.

Please retain full records of quantities, location and date of receipt if applicable so that we can collate these once further instructions are received.

Do NOT return or send the product in your possession anywhere until further official notice is received.

Please use the form at the following link to declare the quantities that you currently have on hand as soon as possible:
https://forms.gle/8uBaeS6Sfbr1Vp4d7


3. Should I be accepting returns from end-user customers?
The requirements of the Department apply to wholesalers and retailers and there is no requirements applying to stables or other end users.

Where you have downstream Retail customers, if they ask, please advise them the product hold relates to Wholesale and Retail resellers.

However, should an end user choose to return product to you, you should secure the product as noted above.

If you choose to provide a refund to the end user, you should keep a full record (including supporting documents such as receipts) to prove the original purchase and associated refund.


4. Can I get a refund or replacement for the product?
We fully appreciate that you will need to understand arrangements for further movement of the product, and in relation to costs remediation. In that regard, we ask that you keep full and detailed records in relation to these matters.

For probity and legal compliance reasons, and to ensure remediation funds are paid quickly and efficiently, we are establishing orderly procedures for dealing with such claims, including appropriate verification and sighting of business records, and this takes time. We expect to provide details to you no later than when we receive from the Department and are able to communicate to you the Department’s directions for the return of secured product.


5. What substitute product(s) should I be recommending to customers as alternatives?
Ideally any domestically available forage fibre such as grass, hay or silage which is the most similar to this product.

However, there are also other processed fibre options in the market such as textured, extruded and/or pelleted feeds.

The Hygain Group offers free equine diet analysis and advice through its Nutrikey platform, should customers wish to seek further, detailed advice. This service can be accessed at www.nutrikey.com.au


6. When do you expect Fiber Fresh product to be back in stock?
Fiber Fresh and Hygain are working closely with The Department as well as the authorities in New Zealand, and we will provide further communications as soon as we have more information.