Overview
The Complaints process was reviewed in April 2011, with a view to aligning the
processes at PPSI group to those at PPS Group in so far as the principles are
concerned.
The process for the following complaints will be detailed in this work
instruction:
Process
KEY ACTIVITY – LOG COMPLAINT
Complete form as per Annexure A in this document (complete in excel) where
necessary. Complaints to be logged are defined as follows:
Any complaint made to any PPSI staff member which has gone through the complaints resolution process and has been escalated beyond the Client Services Manager. This specifically excludes an instance where a client calls the Client Services Centre to complain about something which can be rectified immediately by either the Client Services Centre agent or the Client Services Manager and is a “once off” type of complaint.
Any complaint through the Client Services Centre which has been escalated to the Client Services Manager, which complaint, the Client Services Manager cannot resolve immediately must be investigated by the Client Services Manager.
Any complaint received by an Intermediary, which cannot be resolved by their appointed investment specialist or by the Client Services Centre, as described above, should be investigated by the the Client Services Manager. The complaint needs to be logged by the person at whose level the complaint is deemed to require logging. In all instances where an Executive Escalation or an Ombudsman Complaint has been received, the following escalation feedback form must be completed (Annexure A):
Complaints received through other mechanisms; need to be channeled through the Client Services Centre for resolution, unless the complaint is clearly of a serious or highly sensitive nature, in which case the complaint can be reported directly to an Executive Escalations Member.
All complaints received through recognized external parties, e.g. HelloPeter are deemed to be loggable, as they are already “serious”: in so far as they are in the public domain.
Complaints which are required to be logged should be received from the client in writing, where the complaints has been received only telephonically, the Call Centre Manager should request that the client submits their complaint in writing along with all relevant information and documentation to allows a proper investigation to be conducted and in order to keep proper records.
KEY ACTIVITY – RESOLVE COMPLAINT
The necessary investigation needs to be done and if the complaint is resolved an
email must be sent out to the client confirming the resolution of the complaint.
Where the resolution of the complaint is not favourable to the client, one of the Ombudsman Escalation Group must inform the client that the complaint may be referred to the Ombud if they wish to pursue the matter and that they have 6 months from that date of receipt of this notification to do so.
The contact details of the FAIS Ombud will be provided to the client as:
Telephone: 0860 OMBUDS/ 0860 662 837/ 012 470 9080
Fax: 27 12 348 3447
E-mail: [email protected]
Website: www.faisombud.co.za
Physical Address: Eastwood Office Park, Baobab House, Ground Floor Cnr
Lynnwood and Jacobson Drive, Lynnwood Ridge, Pretoria.
The contact details of the Pension Fund Adjudicator will be provided to the
client as:
Postal Address: P O Box 23005, Claremont, 7735
Fax: 021 674 0185
E-mail: [email protected].
For all Telephonic or Email Complaints:
If the Intermediary or a client is not entirely satisfied with the
response/resolution received, the request must be referred to the Executive
Escalation Group.
It is the responsibility of the Client Services Manager and the Executive Escalations Group to use all resources available to resolve the complaint. This includes consulting with other Managers, Legal etc. before replying to the member.
Where the Executive Escalations is unable to resolve the complaint to the client’s satisfaction, the matter must be escalated to the PPSI ExCo and PPSI Group Compliance Officer.
Failing resolution through this mechanism, the PPSI Group Compliance Officer will advise the client that they may contact the Ombud or Pension Fund Adjudicator and will provide contact details, by sending the client or intermediary the PPSI group complaints policy.
For all HelloPeter Complaints:
A complaint will be sent to the members of staff registered on the Hello Peter
website. These are the CEO, Head of Operations, Client Services Manager and
Marketing Manager
All complaints must be acknowledged.The client needs to be contacted telephonically within one working day by the Client Services Manager. Should the complaint be received over a weekend/ public holiday then the complaint needs to be dealt by lunchtime the following working day.
Responsibility for this process will lie with the Client Services Manager and in that person’s absence the Head of Operations
If complaint is for PPS then inform the customer that a solution to the query/complaint is being sought, and that PPS Member Services will be contacting them within the next working day with a suitable solution.
If the client responds again, the process follows the same path.
KEY ACTIVITY – COMMUNICATE RESOLUTION
Feedback is to be sent for all complaints preferably by email.
For HelloPeter complaints, update the website by the Marketing Manager.
For Ombudsman complaints, a letter must be drafted by the CEO.
KEY ACTIVITY – LEGAL AND COMPLIANCE TO SIGN OFF DOCUMENTATION
Once a letter has been drafted, the CEO is to meet with Legal and Compliance to
discuss the complaint and have the letter signed off before sending it to the
Ombudsman.
Output
In all instances where an Executive Escalation or an Ombudsman Complaint has been received, the following escalation feedback form must be completed (Annexure A- in excel- copied into this document for completeness’’ sake):
The escalation feedback form, in the case of an Executive Escalation or an Ombudsman Complaint, must be sent to the following recipients and uploaded to the v-drive in excel: v/complaints.
All complaint logs and the related correspondence needs to be kept for a minimum period of 5 years.
TO: CEO
Head of Sales
Head of Operations
CC: Compliance Officer
Service level
For Executive Escalations: 1 business day
For Ombudsman Complaints: 3 business days
For Telephonic or email complaints: Client Services Manager – 1 business day
For HelloPeter Complaints: Acknowledgement of complaint within 1 working day.
In all instances where an Executive Escalation or an Ombudsman Complaint has been received, the following escalation feedback form must be completed.