Signatories to the Code have agreed to conduct their business in line with the Code requirements.
Dealing with complaints
Should you need to make a complaint against a Signatory to the Carbon Industry Code of Conduct, you should first contact the company directly, as outlined in the Code Administrator’s Complaints Handling and Breaches Procedure and the Handling Complaints and Breaches – 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 do, you can notify the Code Administrator that you have lodged a complaint with a relevant consumer protection organisation using the from below.
If you believe that a Signatory has breached the requirements of the Code, you should also provide the Code Administrator with this information.
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/NZS 10002:2014).
Breach – any failure to comply with the Code of Conduct including the Code Rules, and other documentation referred to in the Code.
Register your complaint with the Code Administrator using the form below.
The Code Administrator may need to contact you to seek more information in relation to this form.
The Code Administrator will acknowledge receipt of this form within 3 business days of receipt. We will endeavour to get back to you with a response as soon as possible.