Effective date: 30 May 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 an approved dispute resolution scheme applies, the complainant may refer the complaint to the approved dispute resolution scheme recorded against Carbon Trader’s FSPR registration.

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.