Dispute Resolution Procedure

How to complain when a problem arises

1. Pursue your complaint as soon as possible.
2. Identify the specific problem and substantiate it with evidence such as contracts or receipts.(Keep originals, post only copies.)
3. Communicate how you would like your complaint to be resolved (refund, repair,etc)
4. Find out the identity of the person to whom the complaint should be addressed and make an appointment to discuss the complaint with the designated person. To try to resolve it directly with the person responsible for the transaction.
5. Then go up the lines of authority, as far as necessary.
6. Document your steps.Write down the details of your complaint. Note to whom you
   spoke and the dates on which you spoke to them.
7. Keep emotions in check. Be assertive without being rude. Be reasonable, but persistent.
8. Wait a reasonable length of time for a settlement.
9. Make a genuine attempt to settle a dispute yourself.
10. In the unlikely event that you are still not happy with the way your complaint is being dealt with, contact the office of the Motor Industry Ombudsman of South Africa (MIOSA).

Contact details of key stakeholders:

New Vehicle

Henry Benn
Sales Manager
Tel: 041 402 9400
Fax: 041 484 4129
henry.benn@necpe.co.za

Used Vehicle

Ferdi Mcleod
Sales Manager
Tel: 041 402 9400
Fax: 041 484 4129
ferdi.mcleod@necpe.co.za

New Vehicle Finance

Pam Halgreen
Business Manager
Tel: 041 402
Fax: 041 484 4129
pam.halgreen@necpe.co.za

Used Vehicle Finance

Sanet Victor
Business Manager
Tel: 041 402 900
Fax: 041 484 4129
sanet.victor@necpe.co.za

Service Department

Colin Sanderson
Service Manager
Tel: 041 402 9400
Fax: 041 484 4129
colin.sanderson@necpe.co.za

Parts Department

Winston Ingram
Parts Manager
Tel: 041 402 9400
Fax: 041 484 4129
winston.ingram@necpe.co.za

Dealer Principal

Johan Londt
Tel: 041 402 9400
Fax: 041 484 4129
johan.londt@necpe.co.za

Motor Industry Ombudsman

Tel: 012 361 8824
Fax: 012 841 2842
mi.ombudsman@netactive.co.za

Retail Motor Organization

Tel: 011 886 6300
Fax: 011 789 9121
vishal.prelall@rmi.org.za

Independent Dealers Association

Tel: 011 288 7300
Fax: 011 288 7306
noddy@ida.co.za

NAAMSA

Tel: 012 323 2980
Fax: 012 326 3232
naamsa@iafrica.com

Department of Trade and Industry

Office of Consumer Protection
Customer Contact Centre
0861 843 384
www.thedti.gov.za

AMID

Tel: 011 440 4086
Fax: 086 687 7769
maurice@amid.co.za