We welcome your feedback and complaints to help improve our solutions and service, and make things right.
Your feedback matters
We want to provide you with the best possible service so if there’s something we can improve, or you’re not satisfied with our solutions or employees, we want to hear about it so we can make things right. We’ll take your complaint seriously and do our best to resolve any concern you have quickly and fairly.
Our aim is to resolve your complaint as soon as possible, and wherever possible, we will resolve your complaint in the moment. We will acknowledge receipt of your complaint within one day and investigate the issue and provide you with feedback within 21 days. If we need some additional time to get back to you, we will let you know.”
Your complaint will be reviewed in line with our complaints policy, our commitments under the Australian Carbon Industry Code of Conduct and our AFSL obligations.
Australian Carbon Industry Code of Conduct
We’re a signatory to the Australian Carbon Industry Code of Conduct (the Code) and honour the commitments we make to you in the Code, including the process for handling feedback and complaints.
The Code promotes best practice carbon market integrity, transparency, and accountability for Australian consumers. As a signatory to the Code, TEM has agreed to conduct business in line with the Code requirements. Information about the Code can be found on the Carbon Market Institute (CMI) website, including a Signatory’s responsibility and the process for providing feedback and lodging complaints if your complaint cannot be directly resolved with TEM.
How to give feedback or make a complaint
- Fill in our form here
- Other ways to get in touch
- By post: Level 15/31 Market St, Sydney NSW 2000
- Over the phone:(+61) 499 398 846
What else can you do?
You may also contact the Code Administrator if you are not satisfied with the outcome of your complaint raised directly with TEM. More detail on this process is available at the Code website’s complaints handling section.
Email: code.administrator@carbonmarketinstitute.org
If you are a retail customer
If you’re one of our Retail customers and not satisfied with our response after you’ve been through our internal complaints process, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), an external dispute resolution provider.
AFCA provides consumers and small businesses with fair, free and independent dispute resolution for financial complaints.
You can contact AFCA as follows:
Attention: Australian Financial Complaints Authority
Address: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
FAX: +61 3 9613 6399
Email: info@afca.org.au
If you are a client involved in TEM’s project development
After raising the complaint directly with TEM, you may contact the Code Administrator if you are not satisfied with the outcome. More detail on this process is available at the Code website’s complaints handling section.