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083 900 3788

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Calling from your landline:
Johannesburg (011) 289-2222
Pretoria (012) 422-2222
Cape Town (021) 508-2222
Durban (031) 710-2222
Port Elizabeth (041) 395-2222
Bloemfontein (051) 503-2222

Call Centre hours:

07:00 - 23:00
(Mon - Sun, incl Public Holidays)

Decoder Care Contract

Complaints Policy & Procedure

Complaint has to be in writing

In order for a complaint to receive the attention it deserves, we request that your complaint together with all relevant documentation is submitted to us in writing in one of the following ways:

  1. Handed in at any one of our branch offices (written letter)
  2. Faxed to (011) 577 4908 (DCC department)
  3. E-mailed to dcc@multichoice.co.za (DCC department)
  4. Posted on http://www.hellopeter.co.za/ (DCC department)

Please clearly label the complaint "DCC complaint" and indicate whether the complaint is against the financial services provider or the product provider.

Please ensure, that where the complaint is delivered by hand or by any other means, that you retain proof of delivery.

Scope

This policy and procedure addresses the following complaint types:

  1. MultiChoice and/or its employee(s) has contravened or failed to comply with a provision of the FAIS Act and that as a result thereof the customer has suffered or is likely to suffer financial prejudice or damage; or
  2. MultiChoice and/or its employee(s) has willfully or negligently sold DCC to the customer which has caused prejudice or damage to the customer or which is likely to result in such prejudice or damage; or
  3. MultiChoice and/or its employee(s) has treated the customer unfairly.

We will endeavor to address all reasonable requests from our clients in writing within 10 (ten) working days, but may also refer you to a more appropriate facility. In instances where the complaint pertains to something not within our control, such as product information we will forward the complaint to the product provider concerned.

Procedures

The following is a step-by-step guideline of how a complaint will be dealt with, once received by us:

  1. Complaints submitted to one of our DStv Service Centres will be e-mailed (dcc@multichoice.co.za) or faxed ((011) 577 4908) by the DStv Service Centre to our DCC Department within 3 (three) working days of receipt.
  2. Once received by the DCC Department the complaint will be lodged in our central complaints register and stored electronically in our complaints folder within the subsequent 2 (two) working days.
  3. The DCC Department will also send acknowledgement of receipt of the complaint to you within the above mentioned subsequent 2 (two) working days.
  4. The complaint is brought to the attention of the compliance coordinator who is trained, skilled and specializes in those types of complaints.
  5. The complaint will be investigated by the compliance coordinator who will revert to you with his/her findings within the subsequent 5 (five) working days.
  6. In the event you are not satisfied with the solution, you may refer the complaint to the Regulatory and Operations Manager. The Regulatory and Operations Manager may amend the solution or confirm it. Please be informed that certain decisions may have to be approved by the Board or Management committee of the organization. In such a case, we will communicate that fact to you, as well as the date on which a decision will be taken
  7. If, after having referred the complaint to the Regulatory and Operations Manager, you are still not satisfied with the outcome, the compliance coordinator will regard the complaint as being unsatisfactorily resolved. In such a case you may approach the office of the Ombud for Financial Services Providers or take such other steps as may be advised by your legal representatives. The referral to the office of the Ombud must be done in accordance with the provisions of section 21 of the FAIS Act and the rules promulgated in terms of that section. In instances where the compliance coordinator has not been able to arrive at a resolution within 6 (six) weeks after you have lodged your complaint, the matter may automatically be referred to the Ombud
  8. You must, if you wish to refer a matter to the Ombud, do so within a period of 6 (six) months. The Ombud will not adjudicate in matters exceeding a value of R800 000
  9. The Ombud, may be contacted at his offices in Pretoria, at the following address:
    Financial Services Board
    Eastwood Office Park, Lynnwood, Pretoria
    Postal Address: P O BOX 74571, Lynnwood Ridge, 0040
  10. All complaint correspondence by or to you will be stored by us for a period of 5 (five) years.
  11. The above procedures include information on the duties of the provider and your rights as set out in Rule 6(a) and (b) of the Rules as required by section 19 (1) (a) (iii) of the General Code of Conduct.

In the event of us not reverting back to you within the time periods indicated above, kindly contact the Regulatory and Operations Manager for an explanation as to why we have not yet communicated with you. Please do not accept any communication from any person until it has been confirmed in writing.