REVAIA Complaints Policy

To align our standards with the Carbon Industry Code of Conduct, we have adopted the following definitions:

1. a) ‘Complaint’ An expression of dissatisfaction with an action or service of a signatory where a response or resolution is explicitly or implicitly expected (see the Australian Standards Complaints Handling Process AS ISO 10002–2006);
2. b) ‘Breach’ Any failure to comply with the Code of Conduct, including the Code Rules and other documentation referred to in the Code.
3. c) ‘Complainant’ A client, stakeholder, or other party who lodges a complaint.

All complaints, feedback, and communication are managed in alignment with the following principles:

• Equal opportunity
• Elimination of potential bias
• Seeking to understand perspective
• Fast and efficient responsiveness​

Complaints and alleged breaches of the Carbon Industry Code of Conduct can be raised via:

1. Raising your concern directly with your REVAIA project manager
2. Emailing admin@revaia.com
3. A letter addressed to: REVAIA, Suite 201, 117-119 McLachlan Street, Fortitude Valley QLD 4006.

To ensure that we maintain the principles outlined above, we ask that when submitting your complaint or feedback, you address each of the following:

• Incident time and location (if applicable)
• Detailed description of issue or incident
• Any relevant documentation (photos, etc.)

To ensure all feedback and complaints are managed effectively, we will record all details in our Complaints and Feedback Register. The register allows the issue at hand to be elevated to the most appropriate personnel (such as senior management and the Carbon Industry Code of Conduct). In accordance with the Carbon Industry Code of Conduct, we will also notify the Code Administrator of your complaint within 10 business days of receiving it, along with our identified actions and any immediate rectifications.

Furthermore, we will adhere to the following in relation to your complaint/feedback:

• You will receive a phone call or email within 3 days of your complaint (if you do not wish to be contacted via phone, please inform us in your submittal).
• We will immediately undertake an internal investigation into the matter raised.
• Any actions that can be taken immediately to either rectify the situation or reduce its impact will be taken as soon as is reasonably practicable.
• We will respond to both the complainant and Carbon Code of Conduct with all actions/rectifications undertaken to resolve the matter within 21 days of the complaint/feedback being made.
• If the matter is not resolved within this timeframe, we will provide a plan to do so (if reasonably practicable) in a proposed timeframe.
• In the event of complex cases requiring multiple stakeholders and/or a more detailed investigation, third-party investigators, lawyers, or other relevant regulatory bodies may be brought in to ensure minimal bias and integrity throughout.

Upon completion of our response to the complaint/feedback, if there are still unresolved matters that are believed to have been addressed inadequately, or the solutions REVAIA has proposed are unsuitable, the matter can be escalated further. This can be undertaken directly via the Code Administrator for internal review. The Carbon Code of Conduct Administrator can be contacted by either of these two methods:

1. Email at code.administrator@carbonmarketinstitute.org
2. By completing the Client Complaint Form on the Carbon Market Institute’s website.

Through the REVAIA Management Systems, all complaints and feedback will be recorded and kept on file. This includes the internal and/or external investigation carried out and any actions or resolutions that were undertaken or recommended. REVAIA will undertake and manage all complaints, feedback, and communication in accordance with relevant legislation and the Carbon Industry Code of Conduct.