THE 10 STEP PROCESS

Dispute Resolution Procedure

Pursue your complaint in a professional manner

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.

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).