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Author: robert

Complaints Policy

About us

Chartered Employee Benefits (Pty) Ltd, Registration Number: 1999/021569/07 (“Chartered”) is an authorised Financial Services Provider (FSP No. 24323). Chartered is committed to building a long-term relationship with our clients that is based on fair business practices, honesty and trust. In light of this, Chartered has established an internal complaints policy for the resolutions of complaints.

What is a complaint?

In terms of the Financial Advisory and Intermediary Services Act, 37 of 2002 (“FAIS”), a complaint is defined as any expression of dissatisfaction from a client or prospective client relating to a financial service rendered by an authorised Financial Services Provider or representative thereof to the complainant.

The complaint should allege that the provider or representative:

  • Has contravened or failed to comply with the provisions of FAIS and that as a result thereof the complainant has suffered or is likely to suffer financial prejudice or damage;
  • Has wilfully or negligently rendered a financial service to the complainant which has caused prejudice or damage to the complainant or which is likely to result in such prejudice or damage;
  • Has treated the complainant unfairly.

How to submit a complaint

Should you wish to make a complaint or provide feedback, you may contact us at the following address. All complaints must be put in writing.

Compliance Officer
Chartered Employee Benefits
2 North Road
Dunkeld West


Tel: +27(0) 11 502 2800

What happens once you have submitted your complaint?

Upon receiving your complaint, the Compliance Officer will:

  • Log your complaint in our internal complaints’ register that is regularly maintained and send you an acknowledgement of receipt within 3 working days of receiving your complaint.
  • Request further documents/information and investigate the complaint.
  • Finalise the outcome of the investigation and provide you with a written response indicating:
    • Full and appropriate redress; or
    • Reasons why the complaint could not be finalised.

When will your complaint be finalised?

Once your complaint has been received by the Compliance Officer and you have been sent an acknowledgement of receipt, Chartered will finalise any necessary investigations and provide you with a final response within 6 weeks. A complaint is only deemed to be finalised once a final response has been provided to you and consensus as to the outcome has been reached.

If your complaint cannot be resolved within 6 weeks, Chartered will inform you of this and advise on the status of the investigation and provide you with an expected timeline.

Should you not be satisfied with Chartered’s final response, you may refer your complaint to the FAIS Ombud at the details below, but you may only do so within 6 months of receiving Chartered’s final response.

ADDRESS DETAILS Kasteel Park Office Park, Orange Building, 2nd Floor, 546 Jochemus Street, Erasmus Kloof, Pretoria, 0048
P.O Box 74571, Lynwood Ridge, 0040
CONTACT DETAILS Tel: 012 762 5000 / 012 470 9080
Fax: 012 348 3447 / 012 470 9097 / 086 764 1422

The FAIS Ombud may not consider your complaint if:

  • The amount claimed is in excess of R800 000;
  • The complaint relates to an act or omission which occurred prior to the date of the commencement of FAIS (being 15 November 2002);
  • The matter is under litigation;
  • The complaint was not referred to the FAIS Ombud within 6 months of Chartered’s final response.

Record Keeping

In accordance with FAIS, all complaints and complaint-related information will be retained by Chartered for a period of at least 5 years from the date of receipt of the complaint. This may include personal information relating to the complainant and the details of the complaint as well as all related correspondence.

Promotion of Access to Information

  1. Part I: Particulars of the Private Body –
    (Information required under section 51(1)(a) of the Act):
    1. Name of the Body:
      Chartered Employee Benefits (Pty) Ltd
    2. Head of the Body (Information Officer):
      Trevor Taylor
    3. Postal Address:
      PO Box 55560, Northlands, 2116
    4. Street Address:
      2 North Road, Dunkeld West, 2196
    5. Telephone Number:
      011 502 2800
    6. Fax Number:
      011 502 2812
    7. Web address:
    8. Contact Details of Information Officer

  2. Part II – Description and Access to the Guide –
    (Information required under section 51(1)(b) of the Act):
    1. Section 51(1)(b) of the Act refer to the guide as described in section 10, if available, and how to access it.
    2. The Human Rights Commission must, within 18 months after the commencement of Section 10 of the Act, compile a guide in each official language. The guide must contain such information as may reasonably be required by a person who wishes to exercise any right contemplated in the Promotion of Access to Information Act, 2 of 2002.
    3. The regulations regarding the Promotion of Access to Information published under Government Notice No. R187 of 15th February 2002 set forth how the Human Rights Commission should make the guide available.

  3. Part III – Voluntary Disclosure and Automatic Availability of Certain Records –
    (Copy of notice, if any, required under section 51(1)(c) of the Act):
    1. Not applicable.
    2. Automatically available Chartered Employee Benefits (Pty) Ltd Internet Website –

  4. Part IV – Records available in accordance with any other legislation –
    (Information required under section 51(1)(d) of the Act):
  5. Legislation (Select Acts applicable to your company and tick in the corresponding block)
    1. Administration of Estates Act, No. 66 of 1965
    2. Arbitration Act No. 42 of 1965
    3. Basic Conditions of Employment No. 75 of1997
    4. Companies Act No. 61 of 1973
    5. Compensation for Occupational Injuries and Health Diseases Act No.130 of 1993
    6. Consumer Affairs (Unfair Business Practices) Act No. 71 of 1988
    7. Copyright Act No. 98 of 1978
    8. Credit Agreements Act No. 75 of 1980
    9. Currency and Exchanges Act No. 9 of 1933
    10. Debtor Collectors Act No. 114 of 1998
    11. Employment Equity Act No. 55 of 1998
    12. Finance Act No. 35 of 2000
    13. Financial Services Board Act No. 97 of 1990
    14. Financial Relations Act No. 65 of 1976
    15. Harmful Business Practices Act No. 23 of 1999
    16. Income Tax Act No. 95 of 1967
    17. Insolvency Act No. 24 of 1936
    18. Insurance Act No 27 of 1943
    19. Intellectual Property Laws Amendments Act No. 38 of 1997
    20. Labour Relations Act No. 66 of 1995
    21. Long Term Insurance Act No. 52 of 1998
    22. Medical Schemes Act No. 131 of 1998
    23. Occupational Health & Safety Act No. 85 of 1993
    24. Pension Funds Act No. 24 of 1956
    25. Post Office Act No. 44 of 1958
    26. Protection of Businesses Act No. 99 of 1978
    27. Regional Services Councils Act No. 109 of 1985
    28. SA Reserve Bank Act No. 90 of 1989
    29. Short Term Insurance Act No. 53 of 1998
    30. Skills Development Levies Act No. 9 of 1999
    31. Skills Development Act No. 97 of 1998
    32. Stamp Duties Act No. 77 of 1968
    33. Stock Exchange Control Act No. 1 of 1985
    34. Tax on Retirement Funds Act No. 38 of 1996
    35. Trade Marks Act No. 194 of 1993
    36. Unemployment Contributions Act No. 4 of 2002
    37. Unemployment Insurance Act No. 63 of 2001
    38. Usury Act No 73 of 1968
    39. Value Added Tax Act No. 89 of 1991

  6. Part V – Access to Information
    (Information required under section 51(1)(e) of the Act):
    1. Methods of Access to Manual
      1. Government Gazette to be published
      2. Human Rights Commission – a copy will be made available to
      3. the Commission
      4. Chartered Employee Benefits (Pty) Ltd Web Page –
        1. The Chartered Employee Benefits (Pty) Ltd Web Page is accessible to anyone who has access to the Internet.
    2. Description of Records
      The Chartered Employee Benefits Web Page consists of the following categories:
      • Home
      • Who We Are
        • Our message
        • What makes us unique
        • Meet the team
      • What We Do
        • Retirement fund consulting
        • Healthcare consulting
        • International Benefits
        • Additional services
      • Media Library
      • Contact Us

      Other Record Categories
      1. Commercial and Legal
        1. Contracts and Agreements
        2. Company Confidential – Historical significance
        3. Meeting Minutes
        4. Shareholders
        5. Property Leases and Agreements
        6. Trademark
        7. Insurance
        8. Resolutions – Directors
        9. Correspondence
      2. Financial
        1. Financial Year-end Results
        2. Financial Analysis and Reports
        3. Budgets
        4. Tax and Levies
      3. Human Resources
        1. Employees Personnel Information
        2. Employees History (skills and experience)
        3. Educational Background
        4. Training and Development
        5. Health
        6. Salaries and Wages
        7. Contracts and Agreements
        8. Employment Equity
      4. Marketing
        1. Advertising
        2. Contracts with Suppliers
        3. Product Ranges and Pricing
      5. Health & Safety
        1. Policies
        2. Accidents and Incidents Reports