How we handle complaints

At Carbon Sync, we're committed to providing excellent service and support. If something isn't right, we want to hear from you and make it better.

Our Standards

We operate under two key frameworks that protect your interests:

Australian Carbon Industry Code of Conduct 

This industry-leading voluntary code sets the minimum standards for carbon project services in Australia. You can learn more by reading the Code Fact Sheet and full Code document.

Australian Financial Services Licence (AFSL)

As a Corporate Authorised Representative of True Oak Investments Pty Ltd, we're bound by the Australian Corporations Act 2001, ensuring we provide you with the information needed to make informed decisions.

Making a Complaint

Who can complain?

Anyone can raise concerns with us - you don't need to be our customer. This includes landholders, other industry participants, or anyone involved in carbon market activities.

What counts as a complaint?

Any feedback you'd like us to address formally.

How to complain?

Follow our step-by-step Making a Complaint Guide which walks you through the process.

Our Approach

We view complaints as valuable learning opportunities. Carbon farming is a significant, long-term commitment, and we want to ensure you're fully supported throughout your journey with us.

Your feedback helps us improve our services and better manage risks for everyone involved. We encourage you to speak up immediately if any issues arise - the sooner we know, the sooner we can help.

Our Process

Our complaint handling follows industry best practices and regulatory requirements, including:

  • The Corporations Act

  • The Carbon Code of Conduct

  • ASIC regulatory guidelines

  • Australian Standard AS10002:2014 for complaint handling

For full details of our complaint management process, please see our Complaint Management Process document.

Business days referenced in our process are weekdays excluding Western Australian public holidays.