Consumer Protection Act, 2008 (Act No. 68 of 2008)NoticesSouth African Automotive Industry Code of ConductPart A4. Obligations by suppliers regarding complaints |
| 4.1 | Suppliers shall: |
| 4.1.1 | Establish internal complaints handling processes, including the following: |
| 4.1.1.1 | an internal complaints handling department, if any, of the supplier; and/or |
| 4.1.1.2 | a suitable complaints resolution procedure,; and |
| 4.1.1.3 | the process to be followed by the consumer in order for such complaint to be lodged with the MIOSA. |
| 4.1.2 | display in or at all trading premises a notice that: |
| 4.1.2.1 | reflects that there is a Code which binds suppliers; and |
| 4.1.2.2 | when requested by consumers, and at no cost, provide the consumers with the contact details of: |
| 4.1.2.2.1 | the particular internal complaints handling department, if any, of the supplier, and |
| 4.1.2.2.2 | the MIOSA, including details relating to the process to be followed by the consumer in order for such complaint to be lodged; |
| 4.1.3 | train, or if not possible inform all relevant staff members in respect of: |
| 4.1.3.1 | the Act and Regulations, as issued and/or amended from time to time; and |
| 4.1.3.2 | the Code, as amended from time to time; and |
| 4.1.3.3 | general principles and procedures on effective handling of complaints |
| 4.1.4 | attempt to resolve complaints and disputes in accordance with: |
| 4.1.4.1 | the spirit and provisions of this Code, the Act and Regulations; and |
| 4.1.4.2 | the spirit and provisions of dispute procedures; |
| 4.1.5 | make every reasonable effort to resolve complaints within 30 (thirty) days and if unable to do so, for reasons such as on-going technical testing or the like, then to inform the consumer thereof before the expiry of 30 (thirty) days. |