Standard Operating Procedure

  1. Objective

Future Carbon’s Grievance and Request Management presents practical guidelines for the management and operation of the relationship channels established to resolve grievance and deal with other requests received from stakeholders.

  1. Coverage

This document applies to all carbon projects developed by Future Carbon, including all business areas, and must also be implemented by partners who interact with communities and other local stakeholders.

  1. Definitions
  2. Stakeholders: Individual or group that has an interest in any decisions or activities of an organization. (Source: ABNT NBR ISO 26000).
  3. Plaintiff: Who demands a service request.
  • Impact: Refers to the effect that an organization has on society, which, in turn, can indicate its contribution (positive or negative) to sustainable development. The term can refer to positive, negative, actual, potential, direct, indirect, short-term, long-term, intentional or unintentional impacts. (Source: Global Reporting Initiative – GRI).
  1. Ticket: is a service request. When a stakeholder sends requests through established communications channels, a ticket is opened with a support number, allowing the  entire contact history to be recorded.


  1. Description

Grievance and request management is the process of meeting demands received from the external public (stakeholders), such as complaints, doubts, praise and criticism related to Future Carbon’s operational activities. The receipt, registration, treatment and return of all demands reported by this public is managed as described in this procedure.

Implementing and managing relationship channels for Future Carbon aims to establish direct communication between the company and stakeholders, including customers, communities and society in general. The mechanism is responsible for receiving all types of requests from stakeholders, such as doubts, complaints, complaints, praise, criticism and suggestions regarding the services and projects developed by the company; and provide responses in an equitable and transparent manner.

It is worth noting that the dedicated channels described in this procedure will not deal with topics classified in the “commercial”, “ethics” and “project routine” categories. If the receiver identifies tickets in the aforementioned categories, the plaintiff will be asked to make contact through the appropriate channels and the ticket will be closed.

For commercial requests (such as proposals, billing questions and business opportunities), contact should be made via [email protected]; for reports of behavior inconsistent with the Code of Conduct or current laws, contact must be made by https://contatoseguro.com.br/futurecarbon; for routine project demands, contact must be made via the project’s official email or with the person responsible for technical coordination.

  • General Premises
  • The tools must guarantee the confidentiality and privacy of data of users who access them, not allowing the disclosure and commercialization of this information for any purpose;
  • The recording of users’ personal data may be done with their authorization, following the guidelines of the General Personal Data Protection Law (LGPD);
  • The service will be offered ethically, free of charge, respectfully and transparently;
  • Responses will seek impartiality and clarity, proposing a solution whenever possible.


  • Communication Channels

The formal channels used to receive interactions related to environmental, social and economic aspects and impacts arising from Future Carbon’s activities and projects are E-mail and WhatsApp. Informal interactions may also occur directly with Future Carbon employees.

  • E-mail

Future Carbon provides a contact email under the domain ([email protected]) that will be widely publicized in carbon project communication activities and other interaction actions with the target audience. E-mails are received uninterruptedly and are collected systematically twice a week.

  • WhatsApp

Aiming to expand communication channels and make them more in line with new forms of communication commonly used by the population, Future Carbon provides a mobile phone number (+55 11 94183-7277) for exclusive access to electronic messages via WhatsApp. Tickets are received uninterruptedly and is collected daily, at least once a day.

  • Informal interactions

If the request is carried out through informal channels (such as: interactions during field visits, dialogues with the community, social networks, among others), it must be forwarded to the formal flow, that is, it must be reported preferably to the official email.

  • Service Flow

The channels are available and accessible to receive any request 24 hours a day, any day of the week. However, collections, that is, processing of requests, will be carried out in accordance with the deadlines indicated in item 4.2. The role of receiver of interactions will be performed by a qualified person, whether a Future Carbon employee or a contracted third party. All requests, regardless of the input channel, are recorded and addressed following the same flow and established guidelines.

  • Response and Treatment

Each of the tickets receives response formulation treatment, favoring the use of “standard answers” or previously defined “FAQs”.

Once the access has been identified, the recipient collects and registers the demand in the manifestation registration document. If it is a question that has already been mapped, use “standard answers”; If it is a new demand or specific issue, the receiver forwards it to the Resolution Owner (RO) assigned to the project.

The RO is responsible for analyzing the request and its content, developing an action plan, when necessary, and formulating a suggested response to send to the plaintiff.

The receiver forwards the response to the plaintiff and records the response presented in the ticket log, as well as the return date.

Regardless of treatment with a “standard response” or “specific response” (defined for necessary cases), the specific language and cultural issues of the plaintiff will be taken into account, so that the responses are comprehensive and accessible.

The resolution process will have three possible stages, as required by VCS Standard v4.5:

  • Future Carbon will seek, as a priority, to resolve conflicts amicably and provide a formalized response that is culturally appropriate;
  • For situations or issues in which the response and treatment presented by Future Carbon are not sufficiently recognized or legitimized by the claimant, a neutral third party mediation protocol may be activated;
  • Any complaints that are not resolved through mediation will be sent to arbitration, that is, the parties will bring them to the attention of the relevant arbitration body. The arbitrator must be impartial and have decision-making power, so the decision will be based on the law and must be complied with by the parties.

Regarding the deadline for addressing complaints, 5 (five) working days are foreseen for low-complexity complaints. For more complex demands, which may involve legal and other analyses, up to 30 (thirty) calendar days.

  • Monitoring

For demands and responses that generated some action plan, the plan is recorded in the relevant monitoring document in relation to the project (Impact Plan or Management and Protection Plan for the area) and must be monitored by the responsible area.

Every month, the Socio-Environmental team evaluates indicators relating to the quality of service and the effectiveness of the actions taken to deal with tickets received. The following indicators are monitored:

  • Average satisfaction rating with service (To be implemented)
  • Average time to respond (calendar days between receiving and closing the ticket)
  • Number of tickets per request category
  • Number of tickets per BU and Project


  • Transparency and Report

All demands received and responded are recorded in Future Carbon’s Grievance and Resquest Registration Document (Excel).

The relevant records, indicators and information may be made available and shared with relevant interested parties, such as the Socio-Environmental Committee, audit bodies (VVB), customers and owners.



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