Effective date: 18 July 2026. Last revised: 28 October 2026. These are the current published terms for Carbon Trader® website and platform use.
Part 10 - Complaints and Dispute Resolution Policy
1. How to complain
Complaints may be sent to:
Email: info@carbontrader.nz
Subject: Complaint
Entity: Trend Enterprises Limited (NZBN: 9429048521130) t/a Carbon Trader®
Please include your name, organisation, contact details, account email, transaction reference, relevant dates and a summary of the issue.
2. How we handle complaints
Carbon Trader will acknowledge the complaint, assess it, request further information if needed, investigate relevant records and respond in good faith.
3. Escalation
If a complaint relates to a financial service and cannot be resolved between us, the complainant may refer it to Carbon Trader’s approved dispute resolution scheme: Financial Dispute Resolution Service (FDRS), fdrs.org.nz. FDRS is independent and its service is free of charge to complainants. FDRS membership is recorded against Carbon Trader’s FSPR registration (FSP1008496).
4. Privacy complaints
Privacy complaints may be referred to the Office of the Privacy Commissioner.
5. Urgent matters
Urgent security, settlement, suspected fraud or unauthorised access issues should be marked urgent.
6. Direct sales
Carbon Trader is not a party to a direct sale and does not hold the money or the units in one, so it cannot recover a payment or units for either party; a dispute about payment or transfer in a direct sale is between the buyer and the seller. A complaint that someone misused the platform, a listing or another party's details in a direct sale may still be made under this policy, and Carbon Trader may act on it under the Standard Terms and Marketplace Rules.