Make a complaint

RegenCo Complaints Handling Policy

Our commitment

We are committed to providing high-quality advice and services. We value complaints as they help us improve our processes and service delivery.

We take all complaints about our decisions and services seriously. We are committed to handling complaints fairly, efficiently, and effectively.

This policy is compliant with the Australian Carbon Industry (ACI) Code of Conduct, to which RegenCo is a signatory, and the principles of the Australian/New Zealand Standard AS/NZS 10002:2014 on complaints handling.

What is a complaint?

A complaint is any expression of dissatisfaction with our services, our staff, or our handling of a complaint, where a response or resolution is expected.

Any person or organisation (such as a client, landholder, or other stakeholder) who is dissatisfied with a service or action of RegenCo can make a complaint.

How to make a complaint

If you wish to make a complaint, you can:

• Use our online complaints form above.
• Contact us in writing via email at info@regenco.earth or via a RegenCo staff member.
• Contact us in writing via post at 1/140 Rundle Mall, Adelaide SA 5000.

Your complaint will be allocated to our Chief Operations Officer (or other relevant staff member) who will consider it fairly and objectively. We will ensure your personal information is kept confidential.

Our complaints handling process

We will communicate clearly and treat you with respect and courtesy.

1. Acknowledgement: We will acknowledge receipt of your complaint in writing within 3 business days. This acknowledgement will include the name of the person handling your complaint and an expected timeframe for resolution.
2. Investigation: We will investigate your complaint fairly and objectively, gathering all relevant information. We will keep you informed of our progress.
3. Response: We will make every reasonable effort to provide you with a formal response and resolve your complaint within 21 days of receiving it.
4. Extension: If your complaint is complex and requires a longer investigation, we will contact you before the 21-day period has ended. We will explain the reasons for the delay and complete our investigation within a maximum of 45 days from the date we first received your complaint.

If you are not satisfied

If you disagree with the decision we made, are dissatisfied with how we handled your complaint, or if we are unable to resolve your complaint within the 45-day timeframe, you can escalate your complaint.

We will provide you with the appropriate contact details for escalating your complaint to the Code Administrator of the Australian Carbon Industry Code of Conduct. Note that the Australian Carbon Industry Code of Conduct only applies to reported breaches of the Code. The Code, and other resources relating to it, can be found at https://carbonmarketinstitute.org/code/ 

Records and improvement

We will maintain appropriate records of all complaints and their outcomes to ensure confidentiality and to identify any systemic issues. We use the feedback from complaints to monitor and improve our services.