VISION VERIFICATION, a company incorporated under the laws of South Africa with Registration Number 2017/337679/07, VISION VERIFICATION having its principal place of business at the address 2 nd Floor, 534 Peter Mokaba Ridge, Overport, Durban 4091 and being accredited as a B-BBEE Verification Agent with the South African National Accreditation System (“SANAS”) Number BVA 329 and authorised to issue B-BBEE Certificates; hereinafter referred to as the “B-BBEE Verification Agent”

Complaints & Appeals

Should a Measured Entity feel the need to lodge a complaint or an Appeal against a B-BBEE Verification Result, it will contact the B-BBEE Verification Agent’s Headquarters for the relevant forms.

Complaints

All complaints will be acknowledged in writing and thoroughly investigated by senior management of VISION VERIFICATION via procedures required in clause 20 of SANAS R47. Findings will be formally conveyed to the
complainant and any corrective action found necessary will be implemented.

Every effort will be made to resolve complaints in a timely and reasonable manner.

Effective handling of complaints is seen as a way of improving customer service and increasing public confidence in B-BBEE verification activities.

This procedure implements Vision Verification Policy – Pol 004:

  • Receiving and acknowledging Complaint.
  • Evaluating the Complaint and reporting the results of the investigation.
  • Corrective actions that may be needed to prevent further such incidents.
  • Tracking and recording Complaint.
  • Communication with the Complainant.

Should you wish to review the full Complaints Procedure of Vision Verification (Pty) Ltd, a copy may be requested by contacting us at info@visionverification.co.za

 

Appeals

VISION VERIFICATION will administer appeals formally in compliance with the provisions of SANAS R47 Clause 19.

VISION VERIFICATION management will be responsible for all decisions during the appeals-handling process and this policy requires resolution within 30 days of the initial lodgement of the appeal.

The independent VISION VERIFICATION management committee handling the appeal will provide progress reports to the appellant and will communicate the decision reached via a formal notice. Such decisions will be final.

Investigation of and decisions on appeals will not result in any discriminatory actions against the appellant.

This procedure implements Vision Verification Policy – Pol 003:

  • Receiving and acknowledging Appeals.
  • Evaluating the Appeal and reporting the results of the investigation.
  • Corrective actions that may be needed to prevent further such incidents.
  • Tracking and recording Appeals.
  • Communication with the appellant.

5.6. Should you wish to review the full Appeals Procedure of Vision Verification (Pty) Ltd, a copy may be requested by contacting us at info@visionverification.co.za

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