Appeals and Complaints

S&A strives to continually improve our services so that we deliver the level of quality and confidence expected by our customers. If you are unhappy with our services or disagree with a decision we have made, please complete the form below to inform us of your concerns. Following receipt of this information, S&A will take the following steps:

  1. S&A will assign an independent party to review the details of your concern and identify any follow-up actions that S&A shall implement.
  2. S&A will email you to confirm receipt of the information, and will inform you of the independent party conducting the review, as well as the process and timeline for resolution.
  3. While reviewing the details of your concern, the independent party may interview S&A team members, yourself or other relevant stakeholders.
  4. Once the independent review has been completed, S&A will inform you of the outcome and any actions that S&A will implement to resolve the appeal or complaint.
  5. If you are not satisfied with S&A’s response, you can appeal our decision to the GHG Program (if the concern is tied to S&A’s audit of a carbon project).

All information received in connection with your appeal or complaint will be handled in a confidential manner, and S&A will ensure that no discriminatory actions are taken against any stakeholders involved. If you have any questions about this process, please contact us at admin@saacarbon.com.

Please complete the following form to submit a concern with S&A’s services:

Appeal: Customer request for an independent panel to review decisions taken by S&A Carbon during the provision of audit services.

Complaint: Statements (verbal or in writing) received from customers or any other stakeholders related to services provided by S&A Carbon.

Dispute: A disagreement between S&A Carbon and a customer regarding S&A Carbon’s recommendation and/or opinions/decisions made during delivery of services by S&A Carbon to the customer.

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