THE 10 STEP PROCESS
Our Dispute Resolution Procedure has been created to allow our customers to pursue their complaints in a professional and controlled manner. We have covered all bases and compiled it into a 10 step process.
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.
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).
George Skorbinski
Tel: 087 075 1155
Fax: 041 484 4129
Office of Consumer Protection
Consumer Contact Centre
Tel: 0861 843 384
www.thedti.gov.za