Grievance Resolution Policy

📋 Important Notice

While using Teravent and its associated services, you must read and understand Teravent's applicable policies, including this Grievance Resolution Policy and the Teravent Privacy Policy.

Effective on April 14, 2025.

Purpose & Scope

Who can raise a grievance and what it covers

The purpose of this Grievance Resolution Policy is to set out a clear, formal, and timely process for addressing grievances related to Teravent's role as a carbon credit standard and registry. This Policy applies to any expression of dissatisfaction or concern raised by external stakeholders in relation to Teravent's procedures, decisions, service delivery, or governance.

Grievances addressed under this Policy fall into two broad categories:

Eligibility and Crediting: Matters concerning standard requirements, the application of protocols, internal evaluation methodologies, approval and oversight of VVBs, and Teravent's approach to transparency and data confidentiality.
Registry Services: The issuance, transfer, retirement, and other lifecycle transactions associated with carbon credits; registration and deregistration of registry accounts; and matters relating to fees and payments.

⚠️ Exclusion

This Policy does not apply to grievances relating to the performance, impact, or on-the-ground conditions of individual carbon removal projects. Such matters fall under the rules outlined in the Teravent Standard's Stakeholder Input Process.

Teravent may accept grievances submitted anonymously. In such cases, Teravent will review the matter where possible, but may be unable to provide a direct response. Where anonymity is requested, Teravent will protect the identity of the complainant unless legal or regulatory obligations require disclosure.

Procedure

The grievance process step by step

Submission

Complainant submits a grievance in writing via Teravent's dedicated email address for legal and dispute-handling matters, including contact details, a description of any conflicts of interest, a clear narrative, specific Teravent principle allegedly violated, all supporting evidence, and written confirmation of accuracy.

Initial Review (within 30 days)

Teravent conducts an initial review to determine whether the grievance falls within scope, is complete, and is eligible for further assessment. External experts may be consulted. Teravent will inform the complainant whether the grievance is accepted.

Informal Resolution (where possible)

Where possible and appropriate, Teravent may attempt to resolve the grievance informally by contacting the complainant and any implicated parties to explore resolution paths.

Full Investigation (within 90 days)

If informal resolution is not viable, Teravent conducts a full investigation, typically within 90 days of the initial review. Teravent may extend the timeline and will inform the complainant with an updated timeframe.

Decision

Teravent issues a written decision to the complainant. If the complainant disagrees, they may file an appeal within 30 calendar days. Appeals must relate strictly to issues raised in the original grievance.

Appeal

Appeals are managed by an independent representative appointed by Teravent (such as a law firm or qualified barrister). Estimated handling costs will be communicated in advance. The final decision will be published on Teravent's website unless publication would compromise legal, privacy, or regulatory obligations.

Confidentiality

How grievance information is protected

Teravent will treat all grievance submissions with strict confidentiality. Information shared through the grievance process will be accessed only by those individuals directly involved in the assessment, investigation, or resolution. Confidentiality will be maintained unless disclosure is legally required or necessary to comply with regulatory requests, protect safety, or safeguard the integrity of Teravent's systems.

Record-Keeping & Review

Documentation and policy maintenance

Teravent will maintain a complete record of all grievances, supporting evidence, correspondence, investigative materials, decisions, and corrective actions for an appropriate retention period consistent with legal and regulatory standards.

This Policy will be reviewed annually to ensure alignment with evolving regulatory requirements, market developments, and best practices in grievance and dispute resolution.