© Mveledzandivho Consulting

Participant Obligations - Ensure that they keep proper records

Ensure, where possible, that they keep proper records for a minimum of 3 (three) years of the Complaints that are received with the following details captured: • details and nature of the complaint; • the business unit, division, branch and/or brand that the Complaint is against; • the type of Complaint; • the number of similar Complaints; • details of how the Complaint was resolved; • the time taken to deal with the Complaint; • the type of remedy provided; • details of why the Complaint was not resolved; • details of potential remedies offered but not accepted by the Consumer; and • recording that a Consumer was referred to the CGSO for assistance in resolving the Complaint if the Complaint remained unresolved

Ensure that they keep proper records