Certification Services - Complaints Handling Policy & Procedure

OBJECTIVE OF THE POLICY

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:

  • Members are aware of our complaint lodgement and handling processes,
  • Both members and staff understand our complaints handling process,
  • Complaints are investigated impartially with a balanced view of all information or evidence.

 

DEFINITION OF A COMPLAINT

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 HANDLING PROCESS

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

Information should include:

  • Contact details,
  • The nature of the complaint described clearly and accurately,
  • Details of any steps taken to resolve the complaint,
  • Copies of any documentation which supports the complaint,
  • Expectations regarding the resolution of the issue.

 

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/complainant concerns.
  • We will conduct an investigation into the areas of concern which will be reviewed and approved by person(s) not involved in the certification activities related to the complaint or appeal, and the member/complainant will be kept up to date with progress.
  • We will ensure that there is no conflict of interest, and personnel (including those acting in a managerial capacity) who have provided consultancy for a client, or been employed by a client, shall not be used by EarthCheck to review or approve the resolution of a complaint or appeal for that client within two years following the end of the consultancy or employment.
  • On completion of the investigation we will provide the member/complainant with a full response in writing.

 

APPEALS 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.

Stewart Moore, CEO EarthCheck

December 2018