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Carbon Code Dispute Resolution

Carbon Sync Complaint Resolution Process

This page sets out the process for carbon code dispute resolution. Carbon Sync is a signatory to the Australian Carbon Industry Code of Conduct. This voluntary code aims to ensure industry best practice from carbon service providers. Thus, the intention is to promote carbon market integrity, provide consumer protection and ensure appropriate standards of interaction with project stakeholders. These stakeholders include, but are not limited to Traditional Custodians, representative bodies, land managers and project proponents.

As a signatory to the Carbon Code of Conduct, Carbon Sync has agreed to comply with the rules of the Code. These are outlined in the Code document. We encourage you to read this document as it outlines our responsibilities to you. Furthermore, it is also a resource to support you to understand what carbon farming is all about. It may also assist with some of the questions you might ask to determine if carbon farming is right for you.

At every engagement, we aim to deliver information that is in alignment with the Code. This is to ensure that you can make an informed decision with respect to participating in Carbon Sync’s programs.

It is not a small undertaking to engage in a carbon farming project. Carbon farming is a long-term commitment that requires active participation from the manager of the land on which the project is conducted.

While we use the words “complaint” and “code dispute resolution” in this document, we at Carbon Sync see our engagement with the Code as a formalised way to learn from you, our customer. It is also a way for Carbon Sync to understand and manage risk for both parties and ensure your concerns are heard and acted upon. We take this seriously and encourage you to speak up immediately if a problem arises. We can always do things better and your feedback helps us to serve you better.

Carbon Code Dispute Definitions

  • A “complaint” is any form of feedback from a Carbon Sync stakeholder that the complainant wishes to be addressed in a formal manner;
  • The “complainant” is the person or entity making the complaint;
  • The “respondent” in any dispute is Carbon Sync; and
  • A “business day” is a weekday that is not prescribed as a Public Holiday in the State of Western Australia.

Carbon Code Dispute and Complaints Procedure

The carbon code dispute resolution procedure is documented below. This is the procedure to follow should you have a complaint you wish to address with Carbon Sync.

Who can make a complaint?

Any person or organisation engaged in carbon market activities, including landholders and other signatories can make a complaint or raise an issue under the code dispute process. You do not need to be a customer of Carbon Sync to make a complaint.

The step-by-step process we ask you to follow to make a complaint is outlined below.

  1. You must notify us in writing of the occurrence of a dispute (“Dispute Notice”). The Dispute Notice is to be addressed to with the subject heading DISPUTE NOTICE in bold.
  2. You should expect to receive a written acknowledgement of the Dispute Notice within 24 hours and a verbal acknowledgement within 48 hours.
  3. Carbon Sync will notify the Code Administrator of the complaint within 10 business days of receiving the complaint.
  4. Carbon Sync will appoint representatives to resolve the dispute. If we are unable to resolve the dispute within 21 Business Days from the receipt of the Dispute Notice, the dispute will be referred for resolution to a member or members of Carbon Sync senior management team.
  5. If additional time is required to resolve the dispute, the complainant and Code Administrator will be notified. 
  6. If the dispute is not resolved within 24 Business Days after its referral to the Carbon Sync senior management team, either Party may refer the dispute to the Code Administrator. 
  7. Subject to Clause 6 above, if the dispute is not resolved within 24 Business Days, either the complainant or Carbon Sync (or both parties) must lodge the complaint with the Code Administrator using the Client Complaint Form.
  8. Carbon Sync must maintain records of Complaints and their outcomes.
  9. Notwithstanding the existence of a dispute, each Party will continue to perform its obligations under the Carbon Farming Services Agreement. 
  10. Figure 2 below illustrates the process:
Carbon Code Dispute Resolution internal process

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