01 · AquaGrow
What it is
A seed-quality complaint should trigger a recorded, fair investigation. Pre-dispatch condition, transport, receiving water and later events all matter. Neither a complaint nor a certificate alone establishes who caused a loss.
Signs to watch for
- The customer reports weakness, losses or unexpected quality.
- Batch, timing, counts or arrival observations are missing.
- Different accounts of the handover cannot be reconciled.
Common causes
- Dispatch and receiving checks were not agreed or recorded.
- A real health, handling or water problem occurred.
- Lot mix-ups, estimates or communication gaps obscure the event.
How to confirm the cause
- Link the complaint to batch, quality checks, test scope, packing and arrival records.
- Arrange a joint technical assessment where possible and preserve original evidence; do not diagnose from a message alone.
What to do immediately
- 1
Acknowledge the complaint and record the reported facts and time without assigning blame.
- 2
If seed are still distressed or dying, prioritise prompt local aquaculture-health assessment.
- 3
Collect relevant batch, dispatch and receiving evidence through an appropriate private channel.
- 4
Document the investigation and agreed next steps. Do not alter reports or promise a health outcome from incomplete evidence.
Prevention: your practical checklist
- Agree transparent quality, handover and communication procedures before sale.
- Link dispatch evidence and customer contact to the actual batch.
- Keep complaint investigations, findings and corrective actions, not only a closed-status tick.
When to call an expert
- Urgent health support is needed for ongoing deaths or suspected linked-batch problems.
- Involve the manager when evidence is missing, reports conflict or a dispute needs the agreed business process.
Farmer questions
Do farm losses prove the hatchery supplied diseased seed?
Not automatically. Investigate batch quality, health-test limits, transport, receiving conditions and later events with appropriate expertise.
What should be recorded first?
Record the batch, date and time, customer’s observations, dispatch/arrival details and any available readings or reports. Separate observed facts from assumptions.
Can photos settle the complaint?
Photos can support a timeline but do not establish every cause or responsibility. Keep original evidence and use technical assessment and the agreed complaint process.
Sources & further reading
AI-assisted educational content and translations, source-checked 17 October 2026. Not an individual diagnosis or prescription. Independent aquaculture-health and native-language specialist approvals have not been supplied. Sources do not endorse AquaGrow.
- SHAPHARI hatchery operating guidelines — production, biosecurity and records ↗MPEDA; linked guideline, not AquaGrow certification or a legal-compliance audit