1.'' Policy statement''. Mixgang entertainments (Pty)Ltd ensures clients are at the very heart of what we do. We are fully committed to providing the highest standards of client service and advice. Our customers are our most valuable asset and our aim is to ensure that we deliver a user - friendly, robust, reliable, and cost-effective legal service. As a part of our overall approach, we are fully
committed to treating our clients fairly and as such we endeavor to meet their expectations of high-quality services. Our treating customers fairly (TFC) Policy is centered around the guidance provided by the Financial Services Board(FSB) and our external compliance officers, to ensure we constantly deliver fair outcomes to our clients and take responsibility for the firm and staff (at every level) providing enhanced service quality to clients, Based on a culture of openness and transparency. As a firm, we take the requirements of the FSB seriously, in particular, the requirement to treat customers & clients fairly. The FSB has outlined six key outcomes, which are central to the TCF initiative:
Outcome 1 - Customers are confident that they are dealing with firms where the fair treatment of customers is central to the firm culture. Outcome 2 - Products and services marketed and sold in the retail market are designed to meet the needs of identified customer groups and targeted accordingly. Outcome 3 - Customers are given clear information and are kept appropriately informed before, during, and after the time of contracting. Outcome 4 - Where customers receive advice, the advice is suitable and takes account of their circumstances. Outcome 5 - Customers are provided with goods and services that perform as the firm has led them to expect, and the associated service is both of an acceptable standard and what they've been led to expect. Outcome 6 - Customers don't face an unreasonable post-sale barrier to change product, switch provider, submit a claim, or make a complaint.
2. ''Our service''
* We ascertain the appropriateness of the requested services for all new and existing clients prior to accepting an instruction, ensuring it is in line with their knowledge and experience.
* We continually aim to understand the needs of all our clients.
* We keep our clients fully informed in a clear and fair manner that is unambiguous and not misleading.
* We ensure our services are delivered with clarity and transparency and do not contain hidden conditions or rely on complex technical definitions.
* We make certain that our clients understand the risks associated with our services at the outset of an instruction.
* We work hard to ensure that service and risk information remains clear and prominent at all times.
* In the event that there is a conflict of interest, we will inform our client as soon as possible once we become aware of it.
3.'' Our approach''
Our priority is to provide our clients with an excellent service underpinned by quality and choice. we are committed to ensuring our employees, customers, and advisors want to buy our goods and services, stay with us, and recommend us to their families, friends, and colleagues. Our goods and services are shaped by listening to our clients' needs, understanding, and demands regarding what is important to them we take great responsibility in meeting with the needs and demands of our clients and always look for ways to improve the quality of our services as we aim to treat our clients fairly and deliver high-quality services which meet their expectations throughout their relationship with us. we recognize that our employees are critical to delivering positive client experience and ensuring our customers are treated fairly. Our culture and values encourage and support our employees to deliver this. All of our employees are fully trained in dealing with our clients, and in treating them fairly. we remunerate and incentivize our employees to encourage them to deal with clients fairly, and progressively find ways to improve and expand.
4.'' Complaints''
How will your complaint be considered? The Registrar or Chairperson will decide whether the complainant falls within the ambit of its Code and will then entertain it.Upon acceptance of a complaint the Registrar shall immediately notify the Respondent in writing of the complaint. The Respondent will receive a copy of the complaint and be required to supply a copy of the broadcast with comment on the complaint.The Commission will then consider your complaint either at a hearing or adjudication at its discretion. What is an adjudication? Adjudicating a complaint is when one of the BCCSA members appointed by the Chairperson shall forthwith endeavour to achieve a settlement or a decision in terms of the Code. For appeals see BCCSA Constitution Clause 2.5 of Procedural Rules. What is a tribunal? Tribunals are held in a boardroom, open to the public. The Registrar shall notify all parties of the date, time and venue at which the dispute will be adjudicated upon. It shall not be obligatory for either party to appear personally before the Committee, but they are entitled to attend and to address the Panel. The parties shall be entitled to legal representation when appearing before the Committee.If the Committee finds against a Respondent who is present, the Respondent shall be given an opportunity to address the Committee in mitigation of any sanction that may be imposed in terms of the Constitution of the BCCSA. Findings
The Chairperson shall cause any findings, reasons for a finding and/or requirements of the Adjudication Committee to be sent to the Complainant and to the Respondent who shall carry out the Committee’s directions and put into effect any decision which the Committee may have taken in terms of the Constitution. Where to send complaints
Send correspondence to one of the following:
Broadcasting Complaints Commission of South Africa
PO Box 412365, CRAIGHALL, 2024
Fax Number: (011) 326 3198
e-mail address: [email protected]
For further information please contact us on
(011) 326 3130 or
International +27 (11) 326 3130
