Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a customer about the provision of, or failure to provide, a financial service or product.

PFTSA has developed this Complaints Handling Procedure (the “Procedures”) to provide all employees of the Fund with the guidelines and procedures on how to deal with customer complaints. This Procedures is intended for internal use only by the employees of the Fund and is not allowed to be shared with third parties, without prior written approval of the Executive Director (ED).
Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a customer about the provision of, or failure to provide, a financial service or product.
PFTSA can receive complaints from customers via the following channels:
- Via telephone.
- Through the Fund’s general e-mail address.
- Via PFTSA website.
- Through the general Facebook page of the Fund.
- In person at the front service desk. The customer must complete and sign the Complaint form.
- Directly to an employee of the Fund or Executive Board member.

The employee must refer the customer to complete the Complaint Form (refer annex 1) and submit this to the Executive Director.
PFTSA uses the so-called Complaints Application to document all complaints received via the different channels. This tool is used to:
- Register complaints
- Keep track of the number of complaints received
- Keep track of timelines for handling complaints
- To create an overview of resolved/ unresolved complaints

Important Note: All complaints received should be always documented in the compliant application.
The Fund designates the Managers of the PFTSA departments as responsible for collecting the complaints.
Employees should, in first instance, turn to their respective Manager regarding any complaints received by customers. The Manager is responsible to ensure that complaints information is complete and will do the initial investigation and to identify any possible conflicts of interest. The Manager will work together with the Executive Director when handling and/or resolving complaints.
If the complaint received is against a specific Department Manager or Executive Director, or if the handling of the complaint by the Manager or Executive Director results in a conflict of interest the following procedures will apply:
• the Department Manager the Executive Director will further handle this compliant; and
• in event it involves the Executive Director the Chairman of the Executive Board will be assigned to handle this compliant.
The Internal Auditor:
• Conducts audits about adherence to this Policy.
• As appropriate, reporting to the Audit Committee and the Executive Board.