Dealing with complaints

Should you need to make a complaint against a company identifying itself as a Signatory to the Carbon Industry Code of Conduct, you should first contact the company directly, as outlined in the complaints handling procedure and handling complaints guidance for signatories available on the Code website. Signatories to the Code are expected to separately inform the Code Administrator upon receipt of your complaint.

Once a Signatory receives your complaint they are expected to investigate the complaint and provide you with feedback on their investigation within 21 days. If the Signatory requires additional time, they are expected to inform you and the Code Administrator of this requirement and complete their investigation within 45 days of your original complaint.

Following this process, if you are not satisfied with the response from the Signatory you can register your complaint with the Code Administrator using the form below. You may also contact your relevant consumer protection organisation.

If you believe that a Signatory has breached the requirements of the Code, you should also provide the Code Administrator with this information.

Definitions
  • Complaint – an expression of dissatisfaction with an action or service of a Signatory where a response or resolution is explicitly or implicitly expected (see AS ISO 10002–2006).
  • Breach – any failure to comply with the Code of Conduct including the Code Rules, and other documentation referred to in the Code.
The Code Administrator may need to contact you to seek more information on the alleged complaint.

If you have any other information you wish to provide, please forward it to Code.Administrator@carbonmarketinstitute.org.

Please note it can take up to 5 business days for a response. We will endeavour to get back to you as soon as possible.

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