Grievance procedure
Grievance procedure for landowners and stakeholders
Arbonics is committed to maintaining transparent and open communication with all landowners and other stakeholders about the environmental, social and other impacts of our work. We understand that concerns and grievances relating to our carbon projects may arise, and we are dedicated to addressing them promptly, fairly, and transparently. This grievance procedure outlines the steps landowners and stakeholders can take to report issues and how Arbonics will handle and resolve them.
1. Submitting a grievance
If you have a concern or grievance regarding Arbonics' projects, policies, or interactions, you can reach out to us through the following channels:
- Email: Send your grievance to hello@arbonics.com. Please include "Grievance Submission" in the subject line.
- Mail: You can send a written grievance to our office at: Arbonics Attn: Grievance Resolution Team Telliskivi 60a-8 Tallinn Estonia
To help us address your grievance efficiently, please provide the following information:
- Your full name and contact details
- A clear description of the issue, including relevant dates, locations, and people involved
- Any supporting documents or evidence, if available
- Your preferred method of contact for follow-up
2. Acknowledgment of grievance
Upon receiving your grievance, Arbonics will:
- Acknowledge receipt of your grievance within 5 business days.
- Provide you with a reference number for tracking the status of your submission.
- Inform you of the next steps in the grievance review process.
3. Grievance review process
The grievance will be reviewed by the Grievance Resolution Team, which may include representatives from different departments within Arbonics. The review process involves:
- An initial assessment to determine the scope and complexity of the grievance.
- Gathering additional information or documentation from the complainant, if required.
- Conducting an internal investigation to understand the circumstances
We aim to complete the initial investigation and reach a decision within 30 business days of acknowledging the grievance. If the review process requires more time, we will inform you and provide an estimated timeline for resolution.
4. Response and resolution
Once the investigation is complete, Arbonics will:
- Provide a detailed written response outlining our findings and proposed resolution.
- Clearly communicate the steps we will take to address the issue, including timelines for implementing any corrective actions.
- Offer an opportunity for the complainant to discuss the outcome with our Grievance Resolution Team if further clarification is needed.
In cases where a resolution cannot be reached or if you are dissatisfied with the outcome, we will provide information on alternative options for recourse, which may include escalation to senior management or independent mediation.
5. Confidentiality and non-retaliation
Arbonics is committed to maintaining confidentiality throughout the grievance process. Information provided by the complainant will only be shared with those involved in the review and resolution of the grievance. We also ensure that no landowner or stakeholder will face retaliation for submitting a grievance or concern in good faith.
6. Continuous improvement
We continuously strive to improve our practices based on the feedback and concerns raised through the grievance process. We review our grievance handling procedures regularly to ensure they remain effective, transparent, and aligned with our commitment to ethical business practices.
Contact Information
For further questions about this procedure or assistance in submitting a grievance, please contact us directly at hello@arbonics.com