COMPLAINTS POLICY
投诉处理政策
At EarthCheck, any complaints received against EarthCheck, its
service providers or our members are taken seriously and we deal
with your issue thoroughly and fairly.
It is the policy of EarthCheck to address all complaints, in a
professional and timely manner, to ensure that a satisfactory
outcome is arrived for all parties concerned, and that any
opportunities for improving EarthCheck's services are adopted where
practical as per our own commitment to continual improvement.
EarthCheck does however acknowledge its responsibility to act at
all times within the designated scheme rules (EarthCheck or others)
for the service being provided to individual members. EarthCheck
will not therefore make decisions which breach these rules and will
ensure that members are also aware of their responsibilities to act
within the scheme rules as well.
Complaints Handling Process
Complaints about EarthCheck should be made in writing to the
relevant Relationship Manager for the region
relationshipmgmt@earthcheck.org or to privacy@earthcheck.org.
EarthCheck's complaints handling process:
• Receipt of complaint will be acknowledged in writing;
• All complaints will be reviewed to ensure that we fully
understand member concerns;
• We will conduct an investigation into areas of concern and
keep the member up to date with progress.
• On completion of the investigation we will provide the member
with a full response in writing.
Appeals Process
When certification is revoked or suspended, the reason for the
suspension will be explained in writing, a copy of our appeals
procedure will also be made available. Appeals must be made in
writing giving full details of the appeal, relevant supporting
information should also be supplied. We will acknowledge acceptance
of any appeal and contact the member to address the issue. This
initial contact may lead to a satisfactory resolution.
If we are unable to resolve the appeal we will summon an
independent appeals panel. A conference will be held where evidence
from all parties will be heard in confidence, and the panel will
make a final decision which shall be communicated to the appellant
and EarthCheck. The decision of the appeals panel will be final and
binding to both the member and EarthCheck. Only one appeal is
allowable for each specific case.
This policy will be reviewed by the Chief Executive Officer no
less than every three years.
Additional Information
If you have any questions about this complaints policy or
dealings with EarthCheck, please contact us at:
Phone: +61 7 3238 1900
Email: privacy@earthcheck.org
