Net1 Mobile Solutions (Pty) Ltd COMPLAINT HANDLING PROCEDURE

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Jeffrey Smith
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1 Net1 Mbile Slutins (Pty) Ltd Name: Cmplaint Handling Prcedure Net1 Mbile Slutins (Pty) Ltd COMPLAINT HANDLING PROCEDURE I. General Purpse It is the prcedure f Net1 Mbile Slutins (Pty) Ltd (the Cmpany ) t maintain the highest level f custmer satisfactin when it cmes t prviding financial services and handling custmer cmplaints accrdingly. The purpse f this prcedure is t utline the steps required when a cmplaint is received frm a custmer after the custmer has received a service frm the Cmpany. This Cmplaint Handling Prcedure (the Prcedure ) applies t the Cmpany. This dcument shuld be read in cnjunctin with the Treat the Custmer Fairly Plicy fr Net 1 Mbile Slutins (Pty) Ltd (the TCF Plicy ) wherein the principal bjective f Treating the Custmer Fairly ( TCF ) is t prtect the custmer against any frm f unfair business practice and t ensure that custmers are treated fairly in all instances. II. Definitins Cmplaint : Can be defined as an expressin f dissatisfactin n the part f a custmer being a recipient f a service rendered by the Cmpany. Custmer : The persn wh receives services frm the Cmpany. Supplier : Can be defined as the Cmpany wh will prvide the service t the custmer. Business days: means any day (ther than a Saturday, Sunday r Public Hliday) n which banks are pen fr business in Suth Africa. Call Centre : The department respnsible fr receiving and directing the queries and cmplaints received frm the custmers. III. Ticketing system A custmer can cntact the Call Centre n the number prvided t the custmer. A Ticketing System is used by the Call Centre as a tl t mnitr calls received and will allcate a reference number fr the call. The call will direct the call t an available Call Centre agent suitable t reslve the cmplaint received. The Call Centre agent will btain the fllwing infrmatin amngst ther infrmatin prvided by the custmer: Name and surname f custmer Cntact details f the custmer including telephne number and/r address Apprved by: Last Revisin date: Nvember 2016 Versin: 1.3 Date f next review: Page 1 f 5

2 Net1 Mbile Slutins (Pty) Ltd Name: Cmplaint Handling Prcedure Nature f cmplaint Descriptin f cmplaint Date f incident Name f staff member wh dealt with custmer, if applicable IV. Cmplaint received via The Cmpany has a dedicated address that is prvided t all custmers that will be used t receive cmplaints that are expressed by custmers. The custmer can use the address t send the details f the cmplaint. V. Acknwledgement Fr all cmplaints received via an autmated respnse in the frm f an acknwledgement will be sent t the custmer. The autmated sent t the custmer is an immediate acknwledgement that the cmplaint has been received by the Cmpany and will be sent thrugh t an apprpriately qualified staff member at the Cmpany wh has the respnsibility t ensure that the cmplaint is investigated and reslved accrdingly. VI. Eligibility f Cmplaint All cmplaints received shall be treated withut bias and will be assessed n equal qualitative and quantitative merit and treated accrdingly. Nt all cmplaints received may be eligible t warrant an investigatin. The staff member assigned the respnsibility f investigating the cmplaint will first evaluate whether the cmplaint is legitimate and crrectly directed t the Cmpany. It will then be determined whether the cmplaint is as a result f services prvided t the custmer by the Cmpany. If in dubt, it shuld be recrded as a cmplaint. VII. Recrding f the Cmplaint Once it has been established that the cmplaint is received frm an eligible persn, the cmplaint will be recrded n a Cmplaints Register within the ticketing system which is crdinated by the Cmplaints Administratr. The riginal reference number allcated t the cmplaints will be used as the pint f reference when investigating and fllwing up with the cmplaint. The fllwing infrmatin shall be included n the Cmplaints Register: Date and time f cmplaint; Status f cmplainant; Custmer s expectatin; Custmer s persnal details; Descriptin f cmplaint; Details f the persn wh received the cmplaint; Apprved by: Last Revisin date: Nvember 2016 Versin: 1.3 Date f next review: Page 2 f 5

3 Net1 Mbile Slutins (Pty) Ltd Name: Cmplaint Handling Prcedure Details f the persn wh was allcated the cmplaint fr investigatin; Respnse histry; Rt cause f the cmplaint; and Internal slutin. The Cmplaints Register is mnitred internally by the management f the Cmpany t ensure that all cmplaints received and recrded were reslved with the final respnse sent t the custmer. VIII. Fllwing up with Feedback An apprpriately qualified staff member shall prceed t investigate the backgrund f the cmplaint and determine what the rt cause f the cmplaint is. After the rt cause has been established, a ptential slutin will be finalized and this will frm part f the initial cmmunicatin with the custmer. If a cmplaint has been received and bears n materiality r validity, the staff member shall infrm the custmer f this utcme. This cmmunicatin shall be sent thrugh t the custmer as a rejected claim. All rejected claims will be prvided with valid reasns t the custmer. The Cmpany aims t reslve all cmplaints within five business days. If cmplaints are reslved within five business days f its receipt then a final respnse will be sent t the custmer. Hwever, shuld there be unfreseen circumstances that prevent the Cmpany frm reslving the cmplaint within this time perid, the fllwing ptins can be cnsidered and shuld be cmplied with: Unreslved cmplaint: If a cmplaint has nt been reslved within the stipulated five business days, an will be sent t the custmer stating the reference number, the cntact details f the persn handling the cmplaint and a summary f the Cmpany s Cmplaints Handling Prcedure Prgress update: Shuld there be an update t the prgress f the cmplaint, an will be sent t the custmer infrming the custmer n the status f the cmplaint handling and the expectant timeframe t prvide a final respnse t the custmer. IX. Prgress n a Cmplaint If a cmplaint has nt been reslved within fur weeks (twenty Business Days) f its receipt, a prgress update shall be sent via t the custmer t ensure that the custmer is kept infrmed n the status f the investigatin f the cmplaint. The fllwing may be included n the prgress update An explanatin and the relevant reasns as t why the Cmpany is nt in a psitin t reslve the cmplaint An indicatin f when the Cmpany will make further cntact (within eight weeks / frty business days frm the receipt f the riginal cmplaint) If the cmplaint has been reslved within fur weeks f its riginal receipt, then a final respnse shall be sent t the custmer. Apprved by: Last Revisin date: Nvember 2016 Versin: 1.3 Date f next review: Page 3 f 5

4 Net1 Mbile Slutins (Pty) Ltd Name: Cmplaint Handling Prcedure X. Sending a final respnse t the custmer Within eight weeks (frty Business Days) f the receipt f the cmplaint, a further respnse will be sent t the custmer. Upn the cnclusin f the investigatin by the persn respnsible fr reslving the cmplaint at the Cmpany, and the cmplaint has been reslved and addressed, a final respnse in the frm f an will be sent t the custmer. The final respnse may include the fllwing: The reference number The utcme f the cmplaint investigatin Reslutin f the cmplaint If applicable, an ffer f cmpensatin (apprpriate t the circumstances f the cmplaint) Rejectin f cmplaint with valid reasns and prviding infrmatin regarding the custmer s right t cmplain t the Financial Ombudsman Service ( FOS ) XI. Cmpensatin and Redress Cmpensatin and redress ffered t custmers shall be cnsistent and apprpriate t the circumstances f the cmplaint and within reasn. The Cmpany shall nt barter with the custmer r increase a gdwill gesture based n custmer dissatisfactin f the amunt ffered. If new infrmatin is prvided by the custmer after a gdwill gesture has been made (fr example, the custmer incurred additinal csts due t the issue), The Cmpany may at its sle discretin review and increase the amunt awarded if deemed apprpriate. XII. Recrd keeping All cmplaints received and filed electrnically will be retained by the Cmpany fr a perid f three years frm the date f receipt. XIII. Financial Ombudsman Service (FOS) Cmplainants can escalate their cmplaints t the Financial Ombudsman Service (FOS) if they are dissatisfied with the final respnse prvided by the Cmpany. As such, the Cmpany has a respnsibility t supprt any requests t prvide infrmatin required t respnd t cmplaints r queries frm the FOS. The Cmpliance Officer shall be the key cntact fr all cmplaints made regarding the prgram r service. XIV. Cmplaint Reprting A mnthly cmplaint reprt is generated and sent t the Cmpliance manager. The reprt includes the fllwing: - Number f cmplaints received during the mnth, including cmplaint type Apprved by: Last Revisin date: Nvember 2016 Versin: 1.3 Date f next review: Page 4 f 5

5 Net1 Mbile Slutins (Pty) Ltd Name: Cmplaint Handling Prcedure - Number f re-pened cmplaints - Number f reslved cmplaints, including turnarund time - Number f cmplaints between 6 and 8 weeks deadline fr first and final r ther respnse - Number f cmplaints referred t the FOS, including status and implicatins Apprved by: Last Revisin date: Nvember 2016 Versin: 1.3 Date f next review: Page 5 f 5

Independent Adjudication for Customers. Royal Institution of Chartered Surveyors (RICS) Application Form

Independent Adjudication for Customers. Royal Institution of Chartered Surveyors (RICS) Application Form Independent Adjudicatin fr Custmers Ryal Institutin f Chartered Surveyrs (RICS) Applicatin Frm What is this Applicatin fr? This applicatin frm is fr a custmer t bring a claim against a cmpany r an individual