Oncra provides a complaints and conflict resolution procedure for objections to decisions made by Oncra, the way Oncra operates the certification scheme, or the conduct and performance of Operators and Certification Bodies. Complaints may also relate to potential conflicts of interest, misconduct, non-compliance with Oncra rules, or situations where the application of Oncra rules may have had an unfair effect. Good-faith complaints and reports are treated confidentially, and Oncra protects reporters against retaliation.
To submit a complaint, send an email to [email protected] with “complaint” in the subject line. The complaint should include your name, organisation if relevant, contact details, a clear description of the complaint, supporting information where available, and a declaration of any conflict of interest in submitting the complaint. Oncra will acknowledge receipt by email.
After receiving a complaint, Oncra appoints a responsible person to assess it, keep a written record, organise further analysis where needed, and determine appropriate follow-up actions. Depending on the nature of the complaint, it may be handled by Oncra staff, the Oncra Management Team, or the independent Climate Cleanup Board. Oncra then provides a written response.
If the complaint is not resolved satisfactorily, an appeal can be submitted to the Oncra Management Team. If needed, a further grievance procedure may involve an independent third party. Oncra maintains a confidential complaints register to track complaints, actions taken, outcomes and closure dates.
The active Complaints, Appeals and Grievances Policy can be found here.