Terms of Use

The Promotion of Access to Information Act, 2000 (PAIA) gives persons the right to access information that is required to exercise or protect their rights.

PAIA further requires private bodies such as Treasury Connect (Pty) Ltd to compile a manual to assist persons to exercise or protect their rights.

In terms of PAIA, before access to information requested is granted, certain requirements have to be met.

Legal

Treasury Connect (Pty) Ltd owns this website and all of its content. This website is protected by copyright and other intellectual property laws. Treasury Connect (Pty) Ltd authorizes you to utilize (view, download and print and distribute) the content of this website only if it is for non-commercial, personal or private information purposes.

Complaints Procedure

Introduction

Treasury Connect (Pty) Ltd ensures complaints are handled timeously and in a fair manner as it has implemented effective systems and procedures to achieve this.

Applicable legislation

Financial Advisory and Intermediary Services Act, 37 of 2002 (FAIS)
Treating Clients Fairly (TCF) published by the Financial Services Conduct Authority (FSCA)

What is a complaint?

A complaint for purposes of this document means an expression of dissatisfaction by a person to or to the knowledge of Treasury Connect (Pty) Ltd or to Treasury Connect (Pty) Ltd's service provider or representative relating to financial service rendered or offered alleging that Treasury Connect (Pty) Ltd or its service providers or representatives:

Has failed to comply with a provision of applicable legislation which is binding on Treasury Connect (Pty) Ltd or to which it subscribes
Maladministration
Wilful or negligent action or failure to comply with a provision of applicable legislation, has caused the person harm, prejudice, distress or substantial inconvenience; or
Has treated the person unfairly

Complaints which do not satisfy the above definition will not necessarily follow the procedure outlined in this document.

How to lodge a complaint

Clients may complain in writing by:

Email: luise@treasuryconnect.co.za
Hand delivered letter: 62 Brooke Avenue, Bryanston, 2191

The complaint must contain the following information:

Name, surname & identity number of the customer
Name, surname & contact details of the complainant, including a mandate to act on behalf of the customer
Specific details of the complaint, including dates, examples, supporting documentation
Intended resolution of the complaint
How would the customer want the matter to be resolved?

Clients may not complain by telephone. We urge clients to, where possible, submit their complaint in writing (via email or hand delivered) to ensure all complaints are properly understood and speedily dealt with.

Receipt of a Complaint

Treasury Connect (Pty) Ltd will confirm receipt of a complaint to the complainant within a reasonable period (48 hours) of receipt with a complaint reference number.

Contact

For questions about these terms, please contact us at luise@treasuryconnect.co.za