Complaints Policy

Certification Services – Complaints Handling Policy & Procedure


Complaints received against EarthCheck, its service providers or our members are taken seriously and we deal with each 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 achieved 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 acknowledges its responsibility to act at all times within the designated scheme rules for the service being provided to individual members. EarthCheck will ensure that members are also aware of their responsibilities to act within the scheme rules as well.

The objective of this policy is to ensure:


A complaint refers to an expression of concern, dissatisfaction or frustration with the quality or delivery of a service, a policy or procedure, undertaken or delivered by EarthCheck.  


Complaints about EarthCheck should be made in writing to the relevant Relationship Manager for the region, to Alternatively, your complaint can be mailed to: Earthcheck Pty Limited, PO Box 12149, Brisbane, Queensland, Australia 4003

Information should include:

EarthCheck’s Complaints Handling Process:


When certification is revoked or suspended, the reason for the suspension will be explained in writing and a copy of our appeals procedure will also be made available. Appeals must be made in writing giving full details of the appeal and relevant supporting information should also be provided. We will acknowledge receipt of any appeal and contact the member to address the issue. This initial contact may lead to a satisfactory resolution.

In all cases the Chief Executive Officer of EarthCheck will make the final decision if EarthCheck is unable to resolve an appeal. The decision will be final and binding for both the appellant and EarthCheck.

This policy will be reviewed by the Chief Executive Officer every three years.

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of Country

There are more than 476 million Indigenous Peoples, found in all regions of the world, from the Arctic to the tropical forests. They make up more than 6 per cent of our global population.


In the spirit of reconciliation, EarthCheck acknowledge the Traditional Custodians of Country throughout the world and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Indigenous Peoples today.


EarthCheck acknowledges that Indigenous Peoples are guardians of the forests and biodiversity hotspots we all depend on. Research shows that lands managed by Indigenous Peoples, with secure rights, experience lower deforestation rates, store more carbon, hold more biodiversity, and benefit more people than other lands — including protected areas.


We recognise and support the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), the most comprehensive international instrument on the rights of Indigenous Peoples. The Declaration is a positive document that maps out a path for Indigenous Peoples to be free from discrimination and secure in their identities and life choices.

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EarthCheck Certified: Aligned globally

EarthCheck science and products were developed by the Australian Government Sustainable Tourism Co-operative Research Centre (STCRC) over ten years. Our science is reviewed annually to ensure that it meets international standards relative to greenhouse gas protocols, responsible tourism, and certification.

EarthCheck products and services are built on the Agenda 21 principles for Sustainable Development endorsed by 182 Heads of State at the United Nations Rio De Janeiro Earth Summit in 1992 and aligned to the SDGs.

EarthCheck Certified provides a framework for organisations to achieve the desired outcomes for sustainable development as set out in the final report of the World Summit for Sustainable Development held in Johannesburg in 2002.

EarthCheck Certified complies with the Mohonk Agreement (2000), which outlines the guidelines and principles for an international sustainable tourism certification program. It is also a Recognised program of the Global Sustainable Tourism Council (GSTC).

EarthCheck Certified is a verification standard accepted by CDP. It is also an approved program of the Certification and Accreditation Administration of the People’s Republic of China (CNCA), London & Partners, the Mexican Secretary of Tourism (SECTUR) and the City of Sydney.

EarthCheck Certified is an approved program for meeting the EU Energy Directive for the Federal Office for Economic Affairs and Export Control (Bundesamt für Wirtschaft und Ausfuhrkontrolle – BAFA) in Germany and the Netherlands Enterprise Agency (Ministry of Economic Affairs and Climate Policy) in the Netherlands.

EarthCheck partners with international research organisations to maintain the currency of EarthCheck science and our benchmarking systems.

The EarthCheck brand signifies scientific excellence, better environmental, economic, and social performance, improved community interactions, and savings through more efficient use of resources. It provides recognition and promotional support to a global consumer market.