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Complaint procedure

1. Introduction

1.1. ZA Online Stores (Pty) Ltd t/a iStore (the "Company") always aim to provide a high standard of care in all our services.

1.2. Our customers' views are important to us and help to ensure our services are consistently meeting people's needs. If you are unhappy with any of our services, it is important that you let us know.

2. Making a suggestion

2.1. Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends and/or family, may make a suggestion.

2.2. First you should speak to the Line Manager or the Manager on duty at the particular time.

2.3. If the suggestion is something that the Company as an organisation needs to consider you can send it to our Customer Service Department at talk2us@istore.co.za.

3. Making a complaint

3.1. We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

3.2. The Company assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

4. Who to complain

Anyone affected by the way the Company provides services can make a complaint.

5. How you can make a complaint

5.1. You can complain:

5.1.1. in person

5.1.2. by telephone

5.1.2. through a member of our staff

5.2. Where someone complains orally, we will make a written record and provide a copy of it:

5.2.1. by letter;

5.2.2. by email

6. Anonymous complaints

We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.

7. Responsibility

5.1. The Store Manager has overall responsibility for dealing with all complaints made about their service.

5.2. We will provide as far as is reasonably practical:

5.2.1. any help you need to understand the complaints procedure; or

5.2.2. advice on where you may get that help.

8. How we handle complaints

8.1. The Store Manager or the Company may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

8.2. We will acknowledge a complaint within 3 (three) working days and give you the name and contact details of the person investigating it.

8.3. We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 (twenty-eight) working days unless we agree a different time scale with you.

8.4. When we have finished investigating, we will correspond, via email or telephone, with you to discuss the outcome, and write to you with:

8.4.1. details of the findings; and

8.4.2. our proposals to resolve your complaint.

9. Time period

You should complain as soon as you are able to do so after the date on which the event occurred or came to your notice.

10. Further steps

10.1. The Store Manager or the Company may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

10.2. You can contact the Ombudsman at:

Tel: 0860000272

Email: info@cgso.org.za

Tel: https://www.cgso.org.za