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Financial Advisory and Intermediary Services Act, 2002 (Act No. 37 of 2002)

Rules on proceedings of the office of the ombud for financial services providers, 2003

6. Rights and duties of respondent



a) Where a complaint cannot within three weeks be addressed by the respondent, the respondent must as soon as reasonably possible after receipt of the complaint send to the complainant a written acknowledgment of the complaint with contact references of the respondent.
b) If within six weeks of receipt of a complaint the respondent has been unable to resolve the complaint to the satisfaction of the complainant, the respondent must inform the Complainant that-
i) the complaint may be referred to the Office if the complainant wishes to pursue the matter; and
ii) the complainant should do so within six months of receipt of such notification.
c) Any respondent must be informed of the complaint submitted to the Office to the extent necessary to respond thereto fully.
d) The respondent is entitled to submit any fact, information or documentation in relation to the complaint and must disclose relevant information or documentation to the Ombud.
e) If deemed necessary by the Ombud, the respondent must discuss the complaint with the Ombud and furnish such further relevant information as the Ombud may require.
f) A respondent is required to act professionally and reasonably and to co-operate with a view to ensuring the efficient resolution of the complaint.