Handling Process

SAVA is committed to transparency in all aspects of complaint handling. Below are the steps outlining how client complaints will be handled, including the process, timeframes, and possible outcomes.

We aim to resolve your concerns fairly and efficiently. Here's what you can expect after submitting a complaint:

Step 1: Acknowledgement (Within 2 Business Days)

You'll receive confirmation via your preferred communication channel that we've received your complaint, along with:

• A unique reference number
• The name and contact details of the person handling your case

Step 2: Review & Assignment

Your complaint will be reviewed by the Complaints Officer who will assess each complaint's severity, complexity and regulatory impact. The complaint will then be assigned to the most suitable person.

Step 3: Investigation (Within 7–14 Business Days)

The SAVA team will gather all necessary information to understand the issue, which may include reviewing records and consulting with relevant teams to determine the root cause of the issue.

Step 4: Resolution & Response (Within 15 Business Days Total)

The SAVA team will communicate the outcome of the investigation clearly and explain the resolution steps we've taken.

Step 5: Follow-Up

The SAVA team will check that you're satisfied with the outcome and complete any agreed actions before closing the matter.

Confidentiality

All complaint information will be handled with appropriate confidentiality. Personal information will be protected in accordance with POPIA requirements. Information will only be shared within SAVA on a need-to-know basis for complaint resolution purposes.