Carbon Credit Complaints Procedure

1.1 A complainant can file a complaint with EK in the following ways:
(A) by email: contact@ek.eco
(B) orally: to a volunteer or board member of EK

1.2 When submitting the complaint, the complainant must provide at least the following information:
(A) name
(B) address
(C) place of residence of the complainant
(D) the nature
(E) a clear and detailed description of the complaint.

1.3 A complaint that does not include or is incomplete in providing the information mentioned in Article 3.2 will not be processed by EK.

If reasonably possible, EK will inform the complainant within five working days after the complaint is filed, that the complaint cannot be processed due to incomplete information.

1.4 By filing a complaint, the complainant accepts the content of this Complaints Procedure.

2.1 The complainant will receive, if reasonably possible, a written acknowledgment of receipt of the complaint from EK within three working days after the complaint has been submitted to EK, which may include email, and will include a reference number.

If the complaint has been submitted to EK by telephone or otherwise orally, EK may verbally confirm the receipt of the complaint, along with the reference number.

2.2 For the assessment and/or resolution of the complaint, EK may request the complainant or third parties for further information.

2.3 EK aims to handle the complaint within 21 days after it has been submitted, using one of the methods mentioned in Article 2.1, and will inform the complainant in writing, which may include email, about the outcome.

2.4 If, however, the complaint cannot be resolved within 21 days, EK will provide a written explanation, which may include email, to the complainant stating the additional period within which EK will handle the complaint. EK will then inform the complainant in writing, which may include email, within the specified additional period about the manner in which the complaint will be resolved.

A complaint submitted through one of the methods mentioned in Article 2.1 will be terminated if:
(A) the complainant withdraws the complaint;
(B) after mediation and/or consultation with the complainant, it is determined that the complainant no longer wishes for further handling of the complaint;