Purpose and Scope
In accordance with the Financial Advisory and Intermediary Services (FAIS) Act, the FAIS General Code of Conduct, the Insurance Act, Policyholder Protection Rules (PPRs), and the applicable Codes of Conduct (FIA, SAIA, SAUMA), Ibiliti Risk Solutions (herein after referred to as Ibiliti) maintains this Complaints Management Policy to ensure a transparent, accessible, fair, and effective complaint resolution framework that upholds the principles of Treating Customers Fairly (TCF).
This policy should be read in conjunction with the Treating Customers Fairly (TCF) policy and reflects our ongoing legal obligation to ensure fair treatment of customers.
Complaints Register
The complaints resolution policy and procedure must be transparent, ensuring that the client has full knowledge of the procedure for the resolution of their complaints. Clients will have easy access to the complaint procedures at our office, postal, fax, telephone, or electronic helpdesk support.
All complaints relating to Ibiliti will be kept in the complaints register, which contains the following information:
- Client name
- Date of complaint
- Reason for complaint
- How and when the complaint was resolved
- Reasons why the complaint was not resolved and the management committee’s intended action.
All correspondence of the complaint must be kept for 5 years, and records and reasons for non-compliance must also be kept.
Definition of a Complaint
A complaint is defined as any expression of dissatisfaction by a client or third party relating to a financial product or service that alleges that Ibiliti has:
- Unfair treatment;
- Prejudice through poor administration or misconduct;
- Breach of contractual terms;
- Non-compliance with legal or regulatory obligations.
This includes complaints submitted by or on behalf of policyholders, clients, prospective clients, or scheme members.
Complaint Categorisation
All complaints are recorded in the Complaints Management System under the following categories:
- Resolved queries (within 5 business days)
- Product/service design issues
- Incorrect/inadequate information provided
- Advice-related concerns
- Product/service performance
- Client service issues (e.g. premium collections, lapses)
- Product access/change issues
- Complaints handling process
- Claims processing and decisions
- Other
Complaints Submission
Clients may submit complaints through the following:
- Website portal: http://www.ibiliti.co.za
- Email: [complaints@ibiliti.co.za]
- Post, telephone, or in-person
Information required includes:
- Policy number
- Identity and contact details
- Summary of complaint and expectations
- Supporting documentation
Responsibilities and Escalation
- The Office Manager is the primary person to investigate and resolve any complaints that cannot be solved by internal departments.
The Office Manager has:
the necessary experience, knowledge, and skills in complaints handling, TCF, our products and services, and the legislative framework.
the appropriate access to the necessary records and sufficient authority to investigate and resolve complaints.
- If unresolved, the complaint is escalated to the Key Individual
Final decisions made about serious complaints will be made by a Key Individual appointed in the company.
- Further escalation details and relevant Ombud contact information will be included in all correspondence.
Ombud Contact Information
National Financial Ombud Scheme of South Africa (NFO)
Website: https://nfosa.co.za
Tel: 0860 800 900 | Email: info@nfosa.co.za
Short-Term: R5m–R10m limits (conditions apply)
FAIS Ombud
Website: https://faisombud.co.za
Tel: 012 762 5000 | Email: info@faisombud.co.za
Limit: R3.5 million, subject to FSOS Act provisions
Ombud Jurisdiction Limits
Complaints Recording and Reporting
Our Complaints Management System maintains:
-
- Complainant name, contact and policy details
- Complaint nature, category, dates, correspondence
- Status and outcome
Root cause analysis
For every complaint, a root cause analysis is performed to identify breakdowns in service delivery, assess alignment with TCF outcomes, and determine corrective actions.
The management team evaluates complaints monthly to prevent recurrence.
Communication and Interaction
We commit to fair, transparent and plain-language communication.
All complainants receive:
- Acknowledgement of receipt,
- Contact details of handler,
- Timely updates,
- Final decision with reasons, and
- Ombud information where relevant.
Complainant Interaction
- Communication with the Insured will be in plain language
- Submission is free of charge. There is no fee to lodge a complaint and the Insured has free access to complaint mechanisms.
- Complainant assigned a single point of contact
- Complaints received via intermediaries or service providers are treated as received directly and qualify as valid submissions.
Training and Awareness
Annual training on this policy is conducted and will include all relevant employees and appointed Key Individuals involved in complaint handling.
Policy Review
This policy is formally reviewed and reapproved annually in December, or earlier if required due to regulatory changes or internal process amendments.
