Complaints Authority SA

Terms, Conditions & Refunds Policy 

Last Updated: January 2026

1. Legal Status & Disclaimer Acknowledgment

Complaints Authority SA (PTY) LTD is a private dispute resolution consultancy. It is not a law firm, nor does it provide legal representation or legal advice. You understand that:

- Services are strictly limited to administrative dispute processing, factual file analysis, procedural guidance, consumer rights advocacy, and document preparation.

- No communication or material received from the company constitutes formal legal counsel.

- If you require formal legal representation, you must consult a registered legal practitioner independently.

2. Sector Scope, Limitations & Liability Waiver

Complaints Authority SA assists with administrative dispute processing across various sectors involving suppliers, landlords, employers, and contractors. You explicitly acknowledge that:

Jurisdiction: Final determinations rest entirely with independent statutory bodies, tribunals, or Ombuds (including but not limited to the Rental Housing Tribunal, the CCMA, or the National Consumer Commission).

No Guarantees: Complaints Authority SA provides administrative assistance only; it gives no guarantee, warranty, or assurance of a successful outcome.

Liability Waiver: Complaints Authority SA, its directors, and its agents hold no liability for adverse rulings, dismissed claims, delays by statutory bodies, or any subsequent financial losses.

3. Institutional Forum Restrictions & Self-Representation Agreement

Certain statutory forums, tribunals, and Ombuds do not legally permit third-party paid consultants to formally file or appear on behalf of a complainant. Where these institutional restrictions apply:

Assisted Self-Representation: The service provided by Complaints Authority SA is strictly limited to behind-the-scenes support, including professional document preparation, case file structuring, evidence collation, and procedural coaching.

Submission Mandate: You remain the primary complainant and are solely responsible for formally signing, submitting, and presenting the prepared case directly in your own name.

No Violation of Rules: Complaints Authority SA will not attempt to bypass forum rules or misrepresent its role in proceedings that forbid consultant intervention.

4. Service Delivery & Communication Framework

Initial Response Timeline: Upon receipt of your digital complaint form, the initial assessment fee, and all required supporting documentation, Complaints Authority SA will review your file and contact you within 24 to 48 business hours to outline the next procedural steps.

Business Hours: Our standard operating hours are Monday to Friday, excluding South African public holidays. Submissions sent outside these hours will be processed on the following business day.

File Status Enquiries: To query the status of your submission during this processing window, please reach our administrative team directly at info@complaintsauthoritysa.co.za. Please include your full name in the email query.

5. Shipping and Delivery Policy

No Physical Goods: Complaints Authority SA is a professional service-based consultancy. We do not sell, stock, or distribute physical goods of any kind.

Digital Service Delivery: Consequently, no physical shipping or logistics services are offered or required. All completed files, document bundles, administrative analysis, and correspondence are delivered strictly via digital channels, including email and secure online client portals.

6. Fees, Payment, and Refund Terms

Payment Processing: All payments are securely processed through Payfast, supporting valid South African payment methods including Visa/Mastercard credit and debit cards, Instant EFT, and supported digital wallets.

Initial Evaluation Fee: The initial R99.00 consultation fee is an administrative, non-refundable file-vetting charge that becomes due once your dispute data is submitted for assessment. This fee covers immediate digital system allocation and manual administrative triage.

Higher-Tier Packages: Fees paid for specialised document preparation, comprehensive file structuring, or ongoing administrative support packages are non-refundable. No cancellations or refunds are issued for change-of-mind reasons once service delivery has initiated.

Service Delivery Exception: A partial or full refund will only be considered if Complaints Authority SA fails to contact you within the stipulated turnaround window, except where delays are caused by the client failing to provide requested supporting evidence.