1. Definitions and Abbreviations

Advice means, subject to the FAIS Act, any recommendation, guidance, or proposal of a financial nature furnished to a member or group of members in respect of the purchase, investment, variation, replacement, or termination of any financial product.

Board means the Board of Directors of Qalo Ya Afrika.

Complaint means an expression of dissatisfaction relating to services received which indicates that Qalo Ya Afrika has contravened a law, acted negligently, or treated a member unfairly.

Complainant means a member acting on their own behalf with a direct interest in the agreement, policy, or service.

Complaints Management refers to the management of the entire lifecycle of a complaint, including handling, recording, resolving, reporting, and learning from complaints.

Complaint Handling is the process of attending to and resolving complaints with ongoing interaction with complainants.

Chairperson means the chairperson of the Board of Directors.

Delegated Authority means authority delegated by the Board.

Escalated Complaints Process is the process followed when a complainant is dissatisfied with the initial outcome.

Evidence means all information obtained to review and resolve a complaint.

FAIS Complaint / Ombud refers to complaints submitted in terms of the FAIS Act.

Framework means the Member Complaint Management Policy and Framework.

Member / Customer Query means a request for information and does not constitute a complaint unless escalated.

Rejected means a complaint that has not been upheld and is regarded as finalised.

Reportable Complaint means any complaint that is not resolved immediately or within five business days.

Qalo Ya Afrika means Qalo Ya Afrika 25 (Pty) Ltd, FSP 53364.

2. Introduction

Qalo Ya Afrika 25 (Pty) Ltd is a registered Financial Services Provider (FSP 53364). This policy defines its complaints management process.

Vision: To be the heartbeat of a thriving, self-sustaining African economy.

Mission: To cultivate a community where local investors fuel the growth of local businesses.

2.1 Policy Statement

This policy provides members and employees with a consistent understanding of how to handle complaints fairly, effectively, and timeously.

All complaints are recorded and analysed to improve services and customer satisfaction. This policy is reviewed annually.

2.2 Policy Review

The Board of Directors is responsible for reviewing and updating this policy annually to ensure alignment with operations and regulatory requirements.

2.3 Policy Objectives

• Ensure a consistent understanding of what constitutes a complaint
• Investigate complaints thoroughly
• Ensure fair treatment of members
• Ensure timely resolution
• Improve services through root cause analysis
• Provide clear communication to members

3. Qalo’s Approach

Complaints handling responsibility is delegated appropriately to ensure effective resolution and reporting.

• Ensure fairness and service excellence
• Protect Qalo Ya Afrika’s reputation
• Identify trends and root causes
• Restore customer trust

4. Key Principles and Standards

• Accessibility of complaint channels
• Customer-centric handling
• Quality investigation
• Timely resolution
• Objective decision-making
• Confidentiality of information
• Accurate record keeping
• Clear communication

5. Complaints Handling Process

1. Log complaint in the Complaints Register
2. Acknowledge receipt within 5 days
3. Investigate the complaint
4. Resolve immediately where possible
5. Escalate unresolved complaints
6. Provide regular feedback
7. Advise members of Ombud rights if unresolved

5.1 Complaints Process Flow

Complaints may be lodged via email, call centre, WhatsApp, or website.

The complaint is logged, acknowledged, investigated, resolved, and communicated to the member. If unresolved within six weeks, escalation options are provided.

6. Escalated Complaints / Disputes Process

Escalated complaints include those submitted via public platforms, regulatory bodies, or senior management channels.

Public and media complaints require urgent response to mitigate reputational risk.

7. Complaint Escalation

Escalated complaints are handled by an impartial senior person or independent forum.

Members are informed of escalation processes and further recourse options.

8. Complaints Management Structure

The Board of Directors oversees this policy and delegates operational responsibilities to executive management and key individuals.

Executive management ensures implementation, monitoring, training, and compliance with this framework.