CFF welcomes client feedback and engagement at any time, and in any way that you feel is most appropriate to your circumstances. Feel free to call us, send us a letter or email, drop by our office in person, or contact us through our website or social media platforms.
Contact details to provide us with feedback or to make a complaint in relation to the Carbon Farming Foundation:
Website: www.carbonfarming.org.au
Call: (08) 6835 1140, Monday to Friday, 9:00am–5:00pm (AWST)
Email: feedback@carbonfarming.org.au
Write to:
Complaints Officer
43B Town View Terrace
Margaret River WA 6285
When making a complaint, please provide us with as much information as possible about your concern to help us to address and resolve it fairly, effectively and efficiently. Feel free to identify your preferred method of communication for any responses from CFF.
We will endeavour to accommodate clients with a range of communication needs, such as hearing impairment or linguistic diversity, to ensure that the feedback process is accessible to all. For example, this could include working with a third party representative nominated by you.
All client feedback and complaints are treated seriously and will be addressed promptly and fairly.
What happens after a complaint has been lodged?
External dispute resolution
If you are not satisfied with CFF’s handling of your complaint or any decision, or if you do not receive a response from CFF within the relevant timeframe, you may have the right to have your complaint heard, free of charge, by the Australian Financial Complaints Authority (AFCA), an external dispute resolution service established by the Government.
AFCA provides a fair and independent financial services complaint resolution service that is free to consumers.
If we have not had an opportunity to resolve your complaint first, AFCA may ask us to work with you to investigate and respond to your complaint before they commence their process.
AFCA’s contact details are:
Call: 1800 931 678 (free call)
Email: info@afca.org.au
Write to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Website: www.afca.org.au
Please note: Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
CONTACT
The Carbon Farming Foundation (ABN 67 645 498 004) is a Corporate Authorised Representative (AFS Representative No.001298535) of True Oak Investments Pty Ltd (ABN 81 002 558 956, AFSL 238184).
The information on this website is general financial product advice only. It does not take your personal financial objectives, situation or needs into consideration. We recommend that you read our Financial Services Guide and consider seeking independent advice before making a financial decision.