Complaints Procedure

1. The Secretariat will forward a copy of the complaint to the member concerned together with any additional information which it seems to be appropriate.

2. The member will have 14 (fourteen) days to attempt to resolve the complaint directly with the complainant and will advise the Secretariat of any resolution achieved.

3. If the Complainant confirms that the member has addressed the complaint then the complaint will be deemed to have been resolved and the secretariat will take no further action.

4. If the complainant is not satisfied that the complaint has been satisfactorily resolved within 14 (fourteen) days, then the Secretariat will notify the member that it has 5 (five) days from the date of delivery of any such notification to respond to the complaint in writing and to provide any additional information that it deems to be appropriate.

5. Following the receipt of the member’s response, or the expiry of the time period for the delivery of any such response, the Secretariat will assign the complaint to a Complaints Officer for investigation.  

6. The Complaints Officer must carefully review:

6.1 the complaint;

6.2 any response the member has made to the complaint;

6.3 the Code;

6.4 the relevant legal requirements; and 

6.5 any other material relevant to the complaint, as supplied by the complainant and / or the member.

7. The Complaints Officer may request that the complainant and / or the member furnish additional information relating to the complaint.

8. An Complaints Officer will be required to resolve any dispute of fact on a balance of probabilities.

9. On the basis of all of the information and evidence presented, the Complaints Officer will determine whether there has been a breach of the Code. Each case will be considered and decided on its own merits.

VOASA COMPLAINTS FORM

Full Names of Complainant
(Surname, First Names) (required)

ID Nr. / Passport Nr.

Date of Birth

Postal Address

Postal Code

Physical Address

Postal Code

Cell Phone Number

Landline Number (required)

Fax Number

Your Email (required)

Preferred Language

Preferred method of communication

Have you previously lodged a complaint with VOASA?

If yes, please provide the reference number

What is the nature of your complaint?

What is the name of the company or person against whom the complaint is lodged?

Address of company or person against whom you are lodging the complaint

Please provide a short description of your complaint

Please indicate what steps, if any, where taken to resolve the complaint

What outcome are you expecting?

Please ensure that the following documentation is attached to this complaint form
Clear copy of ID / Passport / SA Drivers Licence
Copy of Contract
Copy of all previous correspondence
Any other documents which you feel are relevant to this complaint

Official use only

Reference number

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