Complaints

We welcome complaints as they provide us with valuable information about our scheme and service delivery. This page outlines our approach to handling complaints, which aligns with the Governance Performance Guide. We are open to feedback from our clients and we want to reassure you that making a complaint will not affect your relationship with us.

When we handle complaints, we focus on:

● fairness

● accessibility

● responsiveness

● efficiency

● integration with our business.

Framework for Rules and Criteria

Before you submit a complaint

If you disagree with a decision we've made, you can request a review. Learn more about our internal review process.

To make a complaint, contact us.

Email

Email us at enquiries@bidcarbon.org

We will receive complaints on other channels, including our website and in person. We will handle all complaints seriously.

Make a complaint

What we need from you

To help us respond to you:

● make sure you address the Technical Governance Committee

● make sure you are clear about the issues that fall within our standard responsibilities

● provide details about the issue including any steps taken to try and resolve the issue

● provide any supporting evidence or documentation

● let us know your desired outcome or resolution

● get back to us as soon as you can

● treat our staff with courtesy and respect.

If you have unreasonable demands or behaviour, we may not acknowledge your complaint. We will give you clear advice and let you know why we haven't acknowledged the complaint.

Unreasonable demands and behaviour include:

● bringing up old issues without offering new evidence

● not tolerate abuse towards our staff

● have to be persistent to get an outcome.

● demands relating to timeframes

● complaints that are time-wasting, frustrating or not sincere.

How we'll respond

We will acknowledge all complaints within 7 working days and resolve them within 20 working days. If the matter is complex, we will let you know if there is a delay.

If you've made a complaint to the Chair of the Technical Governance Committee, we will work with them to set a timeframe for a response.

If you'd like to follow up on a complaint, email enquiries@bidcarbon.org