FREIGHT forwarders have voiced their frustration with WiseTech’s new billing model, with the chief executive of Australia’s peak industry body calling the change to pricing methods “unacceptable”.
International Forwarders and Customs Brokers Association of Australia (IFCBAA), chief executive Scott Carson said the industry group was working closely with WiseTech chief executive Zubin Appoo to address complaints from freight forwarders.
Mr Carson said the association had the support of their New Zealand counterpart, who were lobbying for an online meeting with the industry tech giant early next week.
“It is unacceptable and we are taking it on,” Mr Carson said.
“Our fellow, member-owned industry association in New Zealand, CBAFF, has the same stance as IFCBAA, in principle, on (the issue).”
IFCBAA said they continued to receive complaints from members since WiseTech’s CargoWise packages launched on 1 December.
“The new charge model is radically different to the previous charging method, with the new one forcing disbursement transactions through service code processes,” Mr Carson said.
“Software related charges from non-regulatory based service provider to our members are not generally regarded as disbursement charges.
“This method effectively disguises parts of the CargoWise charges to our members. It effectively dictates to freight forwarders and customs brokers how they should charge their customers,” Mr Carson said.
According to IFCBAA, attempts to request side-by-side comparisons of the new and previous pricing methods — as well as a potential “opt out” proposal — were rejected by WiseTech.
WiseTech co-founder Richard White said the new billing product would provide customers with more value and capability.
“The AI workflow engine and AI management engine, along with many other features, are set to revolutionize international logistics and internal trade execution,” Mr White said.
“The new commercial model’s high-value modules, dramatically reduced software overheads and simplified billing via a single CargoWise Value Pack, benefit our logistics customers as well as their exporters, importers and international trader customers, through automation and enhanced productivity.
“To accelerate this transformation, WiseTech will provide incentives for our customers’ staff to develop their skills via the WiseTech Academy, helping them to lift their capabilities, throughput and productivity.”
The CargoWise Cloud standard hosting costs or seat fees will no longer be available under the four value packs, replacing the seat and transactional license commercial model.
WiseTech said that more than 95% of customers were informed about the CargoWise Value Packs on 31 October 2025, with the new model live and available for those customers from 1 December 2025.
WiseTech Global chief executive Zubin Appoo said the new model would help drive digitalisation across the industry.
“We’ve responded to customer feedback by simplifying the CargoWise billing model and delivering access to many additional powerful features and functions via a single charge per transaction,” Mr Appoo said.
“This removes a critical barrier to adopting new modules and signing new customers. And more capabilities will be added over time.”
In a statement from WiseTech, the new CargoWise Value Packs were designed to simplify billing, significantly reduce or eradicate CargoWise platform overheads for customers.
It would also “add a substantially larger set of product capabilities for the international forwarding, customs, warehousing and land transport segments”.
“CargoWise Value Pack charges are directly related to the transaction that the logistics provider is providing to the importer or exporter, and logistics service providers may choose to pass on the charge to their customers as a disbursement, consistent with how many industry charges are dealt with today,” the statement said.