An applicant must provide a customer complaints procedure, which at a minimum, must include:
| (a) |
a designated contact point for all customers; |
| (b) |
acknowledgement of receipt of a complaint within three (3) days upon receipt of a complaint in writing; |
| (c) |
a time frame of a maximum of fifteen (15) days within which to resolve a complaint; |
| (d) |
information to the complainant of the right to escalate an unresolved complaint to the Authority within fifteen (15) days of receiving the said response; and |
| (e) |
a record keeping mechanism of all complaints that the operator received for five (5) years. |
South African Institute for Drug Free Sport Act, 1997
