CUSTOMER FEEDBACK AND COMPLAINTS PROCESS

CUSTOMER GUIDE

PPS recognises its customers’ right to fair treatment. We value feedback from our customers and undertake to use each of these opportunities to improve our services. This guide aims to ensure that customers are aware of all feedback channels available to them.

CONTENTS

Compliments, complaints or feedback..................................................................................................................2

Step 1 – Submit a compliment or feedback...........................................................................................................2

If you have a complaint please go directly to step 2..........................................................................................2

Step 2 – Lodge a complaint...................................................................................................................................3

Step 3 - The Independent Internal Arbitrator........................................................................................................3

Step 4 - The Ombudsman......................................................................................................................................3

Ombudsman for Long-term Insurance..............................................................................................................4

Pension Funds Adjudicator................................................................................................................................4

Short-Term ombud............................................................................................................................................4

FAIS Ombud (Financial Advisory and Intermediary Services).............................................................................4

Process summary..................................................................................................................................................5

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COMPLIMENTS, COMPLAINTS OR FEEDBACK

PPS recognises your’ right to fair treatment and therefore we value your feedback and undertake to use each of these opportunities to improve our services. Your feedback is always welcome and complaints are taken seriously, as we can ensure that preventative measures are put into place, where applicable. This guide aims to ensure that you are aware of all feedback channels available to you for compliments, complaints and general feedback.

We encourage you to use our Customer Experience Department or the direct internet portal, PPS InTouch, as the first point of contact to provide us with feedback or submit a complaint.

PPS constantly strives to improve the services offered to you. To ensure that we focus our attention on issues that have affected you directly, we may send you focused surveys.

Your response to these surveys will be recorded and managed to completion using the same processes defined below.

In instances where you choose to volunteer your feedback using PPS InTouch we will also use these

STEP 1 – SUBMIT A COMPLIMENT OR FEEDBACK

IF YOU HAVE A COMPLAINT PLEASE GO DIRECTLY TO STEP 2

PPS InTouch is your direct internet portal, which is found through the PPS website www.pps.co.za.

Look for this icon on the landing page:

You are required to register for this secure service. The registration is once-off and will allow continuous direct access to the following services:

Personal Information – Use this to view and update your personal information Portfolio overview – Use this option to view your existing product ownership Documents – Use this to view frequently requested documents Statements – Use this option to view Statements of Account and Statements of Benefit Service requests – Use this option to submit requests for service to PPS as well as track existing

requests Feedback – Use this option to provide feedback to PPS

You will have direct access to view the live status of your requests using this portal and an expected completion date is published next to each request.

You may also give us feedback by clicking on at the top right of the webpage and then

clicking on .

Alternatively compliment and feedback can be emailed directly to managers feedback@pps.co.za . OR

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STEP 2 – LODGE A COMPLAINT

Should you have a complaint please use the options below to register the complaint.

Contact details:

Tel: 0860 123 777 or +27 (0) 11 644 4300 Fax: +27 (0) 11 644 4400 Email: managers feedback@pps.co.za

You may also submit the complaint directly on our website by clicking on at the top right of

the webpage and then on .

PPS will acknowledge receipt of your complaint within 8 working hours of receipt. PPS will then endeavour to resolve the complaint and supply an acceptable response within 8 working days from date of acknowledgement of the request. A relevant PPS manager will review the complaint as well as PPS’ response to you. This response will constitute PPS’ final decision in respect of the complaint and will set out comprehensive reasons for such decision.

If you believe that PPS has not dealt with the complaint to your satisfaction or if you do not agree with the final PPS decision, you may lodge an appeal with the Independent Internal Arbitrator.

STEP 3 - THE INDEPENDENT INTERNAL ARBITRATOR

The function of the Independent Internal Arbitrator is to mediate disputes between PPS and all its policyholders.

The appeal should be addressed to the Independent Internal Arbitrator of PPS, Advocate TJ Ferreira, at arbitrator2@pps.co.za, listing full reasons for your appeal, together with any relevant substantiating documentation. The Independent Internal Arbitrator will acknowledge receipt of the formal complaint in writing within 3 working days of receipt. In order to make a fair assessment the Independent Internal Arbitrator will investigate the complaint by gathering all the relevant facts and may request further information from yourself, or other sources, where necessary.

The Independent Internal Arbitrator will make a determination within 21 working days. In some cases this time period may need to be extended; in these situations the Independent Internal Arbitrator will always keep you updated regarding the progress made in resolving the complaint and agree the timeframe required. If a final determination has not been reached within the agreed time period or not longer than 8 weeks from receipt of the complaint, you may refer the complaint to the relevant Ombudsman.

STEP 4 - THE OMBUDSMAN

The function of an Ombudsman is to mediate in disputes between organisations and their customers.

The ombudsman requires that you first attempt to resolve a complaint with PPS directly and, where available, to produce the final response from PPS. They will also require that you provide reasons for disagreeing with the final response from PPS.

The complaint must be in writing or, with the Ombud’s assistance, over the telephone.

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OMBUDSMAN FOR LONG-TERM INSURANCE

If the complaint is about marketing, entering into long-term insurance products and the administration of this type of product it may be referred to the Ombudsman for Long-term Insurance

Telephone 0860 OMBUDS (662837) or + 27 (0) 21 657 5000Fax +27 (0) 21 674 0951Email info@ombud.co.zaWeb www.ombud.co.za

Post

The Ombudsman of Long-Term InsurancePrivate Bag x 45ClaremontCape Town7735

PENSION FUNDS ADJUDICATOR

If the complaint is related to a pension fund, it may be referred to the Pension Funds Adjudicator

Telephone +27 (0) 12 346 1738 or +27 (0) 12 748 4000Fax +27 (0) 86 693 7472Email enquiries@pfa.org.zaWeb www.pfa.org.za

Post

The Pension Fund AdjudicatorPO Box 580Menlyn0063

OMBUDSMAN FOR SHORT-TERM INSURANCE

If the complaint is related to Short-Term Insurance the complaint can be referred to the Short-Term Ombud.

Telephone +27 (0) 11 726 8900 or 0860 726 890Fax +27 (0) 11 726 5501Email info@osti.co.zaWeb www.osti.co.za

Post

The Short-Term OmbudsmanPO Box 32334Braamfontein2017

OMBUDSMAN FOR FAIS (FINANCIAL ADVISORY AND INTERMEDIARY SERVICES)

Please be advised that PPS cannot resolve complaints regarding the conduct of independent brokers or financial advisors.

Independent brokers or brokerages are responsible for the nature and quality of advice they render. If the complaint is about a financial service rendered by a representative or financial services provider, it may be referred to the Financial Advisory and Intermediary Services Ombud.

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You have six months after receipt of the final response from PPS to submit your complaint to the FAIS Ombud. The FAIS Ombud will assist you in all instances where you believe that you have suffered, or may be likely to suffer, financial prejudice or damage because the provider or intermediary has

contravened or failed to comply with a provision of the FAIS Act wilfully or negligently rendered an unsuitable financial service to you treated you unfairly

Telephone +27 (0) 12 762 5000 or +27 (0) 12 470 9080Fax +27 (0) 86 764 1422 or +27 (0) 12 348 3447Email info@faisombud.co.zaWeb www.faisombud.co.za

Post

The FAIS OmbudPO Box 74571Lynnwood Ridge0040

PROCESS SUMMARY

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