DSA Code Part 5 - Complaint and Dispute Handling Procedures

Part IV: Complaint and Dispute Handling Procedures		BACK TO INDEX
22.	Internal Complaint Handling Procedures
	Any consumer complaint directed against a member company of the DSANZ shall be dealt with promptly, fully, and fairly by that company with the objective of ensuring consumer satisfaction. Each member company shall have in place procedures for dealing with complaints from consumers with a designated complaints person (s) having a full understanding of the complaint handling procedure. Each member company shall produce information material in plain language explaining: how a customer can gain access to the procedure how the procedure works the timeframes within which the procedure will be carried out the customer's right to access the Code Administrator or the legal system if dissatisfied with the Company's decision or the way it has been reached Each member company shall provide for resolution of complaints in a timely fashion. The procedures required under clause43.b shall be available to all consumers whose custom has been solicited by direct selling either directly from the company or its representatives. If in the event that the complaint is not resolved to the customer's satisfaction, the member company will inform the customer of their right to have their complaint referred to the external dispute resolution process or to have their complaint resolved in the Disputes Tribunal.
23.	Referral to External Dispute Resolution Processes
	Any consumer complaint directed against a member company of the DSANZ shall be dealt with promptly, fully, and fairly by that company with the objective of ensuring consumer satisfaction.
	In the event that the complaint is not remedied to the satisfaction of the consumer by the member company, recourse is available through the Code Administrator, at no cost to the consumer or direct seller, whichever is applicable, using the following procedure.
	The DSANZ will acknowledge all complaints within 5 working days of receipt and pass the complaint to the company for action within 2 working days of receipt. Where the complaint is not resolved within 7 working days by the member company, then the DSANZ in consultation with the consumer shall refer the complaint to the Code Administrator unless resolution is deemed likely within a further 7 working days.
	The complaint will referred to the Code Administrator after this point unless specifically requested by the consumer not to proceed.
	Where complaints are to be heard by the Code Administrator all relevant material is to be supplied by the DSANZ to the Code Administrator within 5 working days of notification of the complaints failure to be resolved and in accordance with clause 37.b The Code Administrator shall make appropriate decisions as quickly as possible while giving full consideration to the complaint and the company's submission.
	Information on how to make a complaint shall be contained in a Code brochure to be held at the Direct Selling Association of New Zealand and circulated to all Citizens Advice Bureaux and relevant Consumer Agencies. A full copy of the Code shall be published at the Association's Internet Web site and a full copy made available on request to the Association. There shall be no cost to the consumer in any complaint lodged under the Code of Practice complaints procedure.
24.	Data Collection
	All parties to the Code shall maintain appropriate data collection procedures and shall report to the DSANZ annually on the number, type and outcome of consumer complaints relating to the Code made to them. The DSANZ will be responsible for requesting this information at the time other statistical information is gathered. The DSANZ shall annually write a report on the number, type and outcome of consumer complaints relating to the Code made to them and make this information publicly available.
25.	Staff Training
	All parties to the Code shall ensure that their staff, representatives, agents, salespeople or independent contractors are aware of the Code and their obligations under it.
		Top of Page