Enjoy one point of contact and fast issue resolution.
Partnering with us, you’ll unlock real-time support and problem-solving capabilities. Our emphasis is on visibility and transparency, with end-to-end tracking of orders and a team that’s on the ground, ready to help.
When we work with a partner or product for the first time, we like to trial customised supply chain solutions. And if you’re just starting out, we can provide you with all the support you need. Thanks to our extensive network, you can spend more time focusing on the core needs of your business.
For the most efficient partnership, there are some mutual obligations and responsibilities for both parties to follow. Read our guide to learn more.
My Primary Connect
My Primary Connect
Our partners are supported by the market leading digital platform, My Primary Connect (MyPC). This is your one-stop digital gateway to all our services, providing you with real-time efficiencies in order management. Our easy-to-use platform saves you time by allowing you automate key daily interactions.
MyPC also allows customers to:
- Search for shipments/ purchase orders
- Enter customer tracking numbers (linking a customer’s unique identifier to the shipment)
- View transport shipment status
- View and print Proof of Delivery (POD)
- View and print tax invoices
- Print purchase order pallet labels
- Access self-help/training tools and more
FAQ
Frequently Asked Questions
Primary Connect+ Support
What are the benefits of partnering with Primary Connect+?
We work with our customers to understand their supply chain movements, with the aim of improving efficiencies and reducing their cost of doing business. We are able to use the scale and strength of our transport network and experience to deliver outstanding efficiencies and service performance.
How do I know my goods will travel safely?
Safety is our absolute priority. We work with our trusted transport partners and service providers to ensure that CoR (Chain of Responsibility) is rigorously adhered to, including a market leading cold chain policy, ensuring that your products are cared for every step of the way.
Who are my main points of contact?
Our Customer Service team are dedicated to providing outstanding service every step of the way and are available seven days a week to help support your business. For our larger partners, we have a team of dedicated Account managers to ensure we have aligned service and growth plans to deliver ongoing benefits for your business.
Does Primary Connect+ own its transport fleet?
Primary Connect+ contracts leading transport carriers to fulfil a range of national transportation services. Together, we work in partnership to develop the best transport solutions for our customers.
Who owns Primary Connect+?
Primary Connect+ is part of the Woolworths Group.
Where does Primary Connect+ deliver to?
We will deliver to any location requested by our customers. This includes internal product transfers, city produce markets and the distribution centres of major retailers.
How do I pay Primary Connect+?
If you are an existing Woolworths or BIG W supplier, the transport fee will be deducted via remittance from the commercial goods order. If you are not a Woolworths or BIG W supplier, payment can be made via manual invoice or direct debit.
When will my order be picked up?
Customers will receive collection confirmation via My Primary Connect (MyPC), email or phone call. Orders will be collected in line with the Primary Connect+ lead times (which are outlined here).
The pallet stacks that we entered have changed – but the order has been assigned to a carrier. Can we still change them?
Pallet stacks can be updated in certain circumstances, particularly if transport space has not yet been confirmed. Please email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279 to inquire whether changes are possible in your specific instance.
We need to cancel an order as we’re using our own transport. Can we delete this out of MyPC?
No, please do NOT delete anything out of MyPC. If you need to cancel transport or alter an order in any way, please email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279.
Can we have an earlier – or later – pick up time?
Please email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279, who can direct this query to the person managing the particular transport.
We sent the wrong paperwork with the stock; what can we do?
Please email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279 as soon as possible. You will need to email the correct paperwork and we can forward these to the carrier and DC to help avoid rejection.
What if we haven’t received notification of a pick up time?
If you haven’t been notified of a pick up time by COB the day before stock is due to be collected, please email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279.
We can’t supply this order out of our regular warehouse. Can we change the pick up location?
Yes, you can change the pick up location – provided that the location that you need to change to is set up in MyPC. If this is the case, please email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279 and we will make the necessary changes. If rates are not set up and this location is brand new, please contact your Primary Connect Account Manager.
What do we need to do if Location of Finished Goods (LOFG) changes?
Contact your Account Manager or email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279 at least 5 days before the change is required. This will allow time to review transport rates and set up the transport lane in MyPC.
We’ve had an order rejected; what do we do next?
Please email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279 and they will investigate and guide you on the next steps.
Our order hasn’t been delivered, but the stock left our warehouse on time; can you tell me where this order is?
If you need assistance in locating your order, please email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279.
How can we obtain a Proof of Delivery (POD) for an order?
If you cannot obtain PODs through MyPC, you can email us and we will forward the POD once we have received it. Please include all the following details when requesting a POD:
- Customer name
- Purchase Order (PO) Number as specified in MyPC
- Pick up location
- Delivery DC location
- Pick up date
- Due date
PODs may take up to 7 working days from the date of delivery. You will be notified by email when your request has been actioned.
We can’t access MyPC; what can we do to resolve this?
If you cannot access MyPC for any reason, please email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279 and we will guide you in the appropriate direction to rectify the issue.
We need to update pallet stacks, but can’t find the order in MyPC.
Please email Customer Service on customerservice@primaryconnect.com.au or phone 1800 774 6279.
We need to raise a credit claim for a Woolworths purchase order.
A credit claim template must be completed and forwarded to the Transaction Processing Centre (TPC) – via (03) 6245 6600 or tpc@woolworths.com.au.
Do I need to supply a container weight declaration form or Marine 42?
For containers despatched from a domestic site, suppliers must have a process that verifies the weight of the container, which includes:
- Weighing both full and empty of a container prior to transporting on road
- Making the container weight declaration for each container available to the vehicle operators and drivers prior to transporting on road