Financial Advisory and Intermediary Services Act, 2002 (Act No. 37 of 2002)Board NoticesSpecific Code of Conduct for Authorised Financial Services Providers and Representatives conducting Short-term Deposit Business, 2004Part V : Complaint Resolution12. Basic principles of systems and procedures |
A provider, excluding a representative, must maintain an internal complaint resolution system and procedures based on the following:
| (a) | Maintenance of a comprehensive complaints policy outlining the provider’s commitment to, and system and procedures for, internal resolution of complaints; |
| (b) | transparency and visibility: ensuring that clients have full knowledge of the procedures for resolution of their complaints; |
| (c) | accessibility of facilities: ensuring the existence of easy access to such procedures at any office or branch of the provider open to clients, or through ancillary postal, fax, telephonic or electronic helpdesk support; and |
| (d) | fairness: ensuring that a resolution of a complaint can during and by means of the resolution process be effected which is fair to both clients and the provider and its staff. |