Complaints
Procedure
When
the client contacts the KSA in connection with a problem
regarding a product or service, we advise that they
should first attempt to resolve the problem directly
with the company (member) concerned.
The
client should:
• Complete the
dispute registration form
and
Holding Account forms.
• Explain their problem and have all relevant
documentation to back up their complaint.
• Keep a copy of all written correspondence and ask for
the names of people they speak to regarding their
complaint (whether in person or over the phone) and
record for future reference.
• If they are not satisfied with the initial response
from the company (member), take their problem to the
next level which would be to send the KSA a written
complaint.
Once we have received a written complaint, the KSA will
send it to the member and request a written response
within 48 hours. We will also send the client written
confirmation of receipt of the complaint and advise that
we will respond upon receipt of the response from the
member. We will keep in contact with both parties on a
regular basis; however the member should try to sort out
the problem as soon as possible.
Should the complaint result in a Site Inspection, the
member (Owner / Manager and Representative) should be
present with all the facts on hand including the amount
outstanding. The Site Inspection allows the client to
convey his/her grievances and gives the member the
opportunity to respond. A snag list is then compiled and
a date for completion is set prior to leaving the site.
Also if any monies are outstanding this amount should be
agreed to whilst on site. The client is then requested
to deposit the money into KSA’s Trust Account prior to
the member completing the job per the Site Inspection
Report. Please note that the monies will not be released
back to the client.
If the member does not meet the deadline date, this is
taken in a very serious light and unless there is a
really good reason for missing the deadline, their
membership will be suspended.
