For further information please contact:
Christopher Wheatley
Chief Operating Officer
e: christopher@naturalcarbon.com.au
COMPLAINTS HANDLING POLICY AND PROCEDURE
Natural Carbon’s commitment to you.
Natural Carbon has five core service principles that underpin our handling of complaints:
- We are responsive when you contact us
- We are always professional in our dealings with you
- We value your feedback and we listen and are engaged
- We respect your privacy
We know that there may be times when we do not meet our own high standards. When this does happen, we want to hear about it, resolve the situation as quickly as possible and put measures in place to stop it happening again. We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve.
How you can make a complaint
Email: admin@naturalcarbon.com.au Write: 33 Lincoln Square South, Carlton VIC 3053
How long will the complaint process take?
You will receive an acknowledgement of your complaint within two days of receipt. We will endeavour to respond fully and conclusively to all complaints within 10 working days. Wherever possible, we will investigate the matter more quickly. In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as possible but within 45 days.
Natural Carbon’s approach to resolving complaints:
We will work hard to resolve problems, correct mistakes and address concerns to reach a fair and reasonable outcome. We will always treat you with courtesy and respect, listen to what you say, keep you informed about progress, provide you with a prompt response and tell you who to go to if you want to escalate your complaint further.
If we are unable to resolve your complaint:
Natural Carbon is a signatory to the Carbon Market Institute’s (CMI) Code of Conduct. If you feel that your complaint has not been resolved satisfactorily by us, you can register a complaint with the CMI code administrator at https://carbonmarketinstitute.org/code/.