Notifying the Code Administrator

All Signatories to the Code have agreed to conduct their business in line with the Code requirements. As part of those requirements, which are outlined in the complaints handling procedure and handling complaints guidance for signatories available on the Code website, all Signatories must:

  • notify the Code Administrator using this form, within 10 business days of the Signatory receiving a complaint against them from a complainant;
  • notify the Code Administrator using this form, within 10 business days of the Signatory being notified by the relevant body of receipt of a complaint, of any complaints lodged against them with the Regulator, the Department, an ombudsman or a consumer affairs body.

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

Following this process, if a complainant is dissatisfied with the outcome of a complaint, a Signatory must provide the complainant with the contact details and online complaint form for reporting the complaint to the Code Administrator which can be found on the Code website.

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.

T