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