1.1 This Complaints Process Policy sets out the procedure by which customers may lodge complaints with Weelee and the manner in which such complaints will be managed, investigated and resolved.
1.2 The purpose of this Policy is to ensure that complaints are handled:
1.2.2 Transparently;
1.2.3 Timeously; and
1.2.4 In compliance with applicable law, including the Consumer Protection Act, Act
68 of 2008 (hereinafter referred to as “CPA”).
1.3 This Policy also recognises the role of the Motor Industry Ombudsman of South Africa (hereinafter referred to as “MIOSA”) as an industry dispute-resolution body accredited under the CPA.
1.4 This Policy is not intended to limit or exclude any statutory rights available to Consumers.
2.1 This Policy applies to all complaints relating to:
2.1.1 The sale of vehicles by Weelee;
2.1.2 After-sales service and support;
2.1.3 Alleged defects or quality issues;
2.1.4 CPA-related returns, repairs, replacements or refunds; and
2.1.5 Any other consumer-facing interaction with Weelee.
2.2 This Policy applies irrespective of whether the complaint ultimately falls within the scope of the CPA.
3.1 Weelee is committed to resolving complaints in a manner that is:
3.1.2 Proportionate;
3.1.3 Evidence-based; and
3.1.4 Consistent with the CPA.
3.2 Lodging a compliant does not prejudice a customer’s rights, nor does it constitute an admission of liability by Weelee.
3.3 The lodging of a complaint does not automatically entitle a customer to a repair, replacement or refund unless the legal requirements for such relief are met.
4.1 Complaints may be lodged with Weelee through any of the following channels:
4.1.1 In writing at a Weelee branch;
4.1.2 Via e-mail to the designated customer support address; or
4.1.3 Through Weelee’s website (where applicable).
4.2 Complaints should, where reasonably possible, include:
4.2.1 The customer’s full name and contact details;
4.2.2 Vehicle details (including registration number or VIN);
4.2.3 A description of the complaint; and
4.2.4 Any relevant supporting documentation.
4.3 Failure to provide complete information may delay the assessment of the complaint.
5.1 Complaints may be directed to Weelee through the following channels: E-mail: [email protected] Telephone: 0861 933 533 Website: www.weelee.co.za Physical Address: 70 Ribbon Grass Street, Eco-Park Estate, Centurion, 0144.
5.2 Weelee may update its contact details from time to time. The most current details will be available on Weelee’s website and at its branches.
6.1 Weelee will acknowledge receipt of a complaint within a reasonable time after it has been lodged.
6.2 Acknowledgement does not constitute acceptance of the complaint or liability.
7.1 Each complaint will be assessed on its merits and in accordance with:
7.1.1 The Offer to Purchase and Terms and Conditions;
7.1.2 The Inspection Declaration;
7.1.3 The Returns Policy; and
7.1.4 Applicable law, including the CPA.
7.2 Where necessary, Weelee may:
7.2.1 Request additional information from the customer; and/or
7.2.2 Inspect the vehicle or appoint a suitably qualified third party to do so.
7.3 Investigations will be conducted within a reasonable time, taking into account:
7.3.1 The nature and complexity of the complaint;
7.3.2 The availability of information; and
7.3.3 Operational practicalities.
7.4 In assessing complaints, Weelee will have regard to whether the alleged defect was disclosed and accepted at the time pf purchase, as contemplated in section 55(6) of the CPA.
7.5 Weelee shall not unreasonably delay, frustrate or obstruct the investigation of a valid complaint.
8.1 Once the investigation has been concluded, Weelee will communicate the outcome to the customer in writing.
8.2 Possible outcome include, but are not limited to:
8.2.1 Confirmation that no remedy is warranted;
8.2.2 Repair of the vehicle;
8.2.3 Replacement of the vehicle (subject to availability);
8.2.4 Refund of the purchase price, where legally required; or
8.2.5 Referral to an applicable Manufacturer Warranty or Optional Warranty.
8.3 Where a complaint is rejected, Weelee will provide reasons for its decision.
9.1 Where a complaint relates to an alleged defect and the customer qualifies as a Consumer, Weelee will assess the complaint in accordance with sections 55 and 56 of the CPA.
9.2 Remedies under section 56 of the CPA apply only where the statutory requirements are met.
9.3 The election of a remedy under section 56(2) arises only once non-compliance with section 55 has been established.
10.1 If a customer is dissatisfied with the outcome of a complaint, the customer may request an internal escalation for further review.
10.2 Nothing in this Policy limits a customer’s right to refer a complaint to an appropriate external dispute-resolution body or regulator, including:
10.2.2 The National Consumer Commission;
10.2.3 The National Consumer Tribunal; or
10.2.4 A court of competent jurisdiction.
10.3 MIOSA may be contacted at: Website: www.MIOSA.co.za E-mail: [email protected] Telephone: 0861 647 262
10.4 Weelee encourages customers to attempt internal resolution before approaching external bodies but acknowledges that such exhaustion is not mandatory under the CPA.
11.1 Weelee will keep records of complaints received and their outcomes for a reasonable period, in accordance with legal and operational requirements.
11.2 Complaint records may be used for:
11.2.1 Internal quality control;
11.2.2 Compliance monitoring; and
11.2.3 Regulatory reporting, where required.
Personal information provided in the course of a complaint will be processed in accordance with applicable data protection laws and Weelee’s Privacy Policy.
13.1 Nothing in this Policy:
13.1.1 Limits, excludes or waives any non-waivable right under the CPA; or
13.1.2 Creates rights or obligations beyond those provided for by law.
13.2 This Policy is intended to support lawful complaint resolution and must be interpreted accordingly.
14.1 This Complaints Process Policy is available:
14.1.1 On Weelee’s website; and
14.1.2 At Weelee branches upon request.
14.2 Weelee may amend this Policy from time to time to ensure ongoing compliance with law and best practice.