The Information Officer will revert to the complainant with a proposed solution with the option of escalating the complaint to CapeSoft Eco Time's governing body within 7 working days of receipt of the complaint. In all instances, CapeSoft Eco Time will provide reasons for any decisions taken and communicate any anticipated deviation from the specified timelines.
Where the 3rd party is not satisfied with the Information Officer's suggested remedies, the 3rd party has the right to complain to the Information Regulator.
The Information Officer will review the complaints process to assess the effectiveness of the procedure on a periodic basis and to improve the procedure where it is found wanting. The reason for any complaints will also be reviewed to ensure the avoidance of occurrences giving rise to POPIA related complaints.