Complaints

Complaints Management Framework

Definitions
‍In this document, unless inconsistent with or otherwise indicated by the context, the following terms will have the meanings assigned to them hereunder:

• Company: Refers to CrissCross Tech (Pty) Ltd with registration number 2022/812239/07.
• Complaint: An expression of dissatisfaction related to a service provided by CrissCross Tech.
• Complainant: An individual or entity acting on their behalf with a direct interest in the agreement or service.
• Customer of CrissCross Tech: Any client, former client, or prospective client.
• Customer query: A request to CrissCross Tech for information about the company's products, services, or related processes, or to perform a transaction related to any such product or service. A query becomes a complaint if dissatisfaction is expressed.
• Framework: Refers to this Complaints Management Framework.
• Rejected: Denotes a complaint that was not upheld, and CrissCross Tech considers it finalized when no further action is intended to resolve it. This includes unjustified or invalid complaints or cases where the complainant does not accept or respond to proposed resolutions.
• Compensation payment: Refers to compensating a complainant for a proven or estimated financial loss incurred due to CrissCross Tech's wrongdoing.
• Goodwill payment: A payment, whether monetary or in the form of a benefit or service, offered as a gesture of goodwill to resolve a complaint when CrissCross Tech does not accept liability for financial losses.
• Days: Business days.
• Reportable complaint: Any complaint (as per the definition above) unless it is immediately upheld by the initial recipient, resolved within the ordinary processes for handling queries within five business days, or brought to CrissCross Tech's attention in a manner that does not allow reasonable opportunity for recording complaint details.
• Upheld: Denotes a complaint that has been fully or partially resolved in favor of the complainant, and either the complainant explicitly accepts the resolution or it is reasonable for CrissCross Tech to assume such acceptance. All commitments made to resolve the complaint must also be met, or the complainant must indicate satisfaction with the arrangements.

Introduction

At CrissCross Tech, we are committed to providing excellent service to our customers. We acknowledge that there may be occasions when our service falls short, and customers wish to voice their concerns through a complaint.

Objective and Key Principles

This Framework is designed to ensure that:

• It is proportionate to the nature, scale, and complexity of CrissCross Tech's operations and risks.
• It aligns with CrissCross Tech's business model, policies, and services.
• Complaints are handled with fairness and thorough investigation, prioritizing the fair treatment of complainants.
• It removes unreasonable barriers for complainants seeking resolution.

The primary objective is to provide customers with efficient and fair complaint resolution services while complying with regulatory requirements.

CrissCross Tech is committed to:

• Fostering a culture that values complaints resolution processes.
• Establishing policies and processes that prioritize customer complaints, aiming for swift and fair resolution.
• Clearly defining the complaint submission channels for customers.
• Timely and case-by-case handling of complaints based on their merits.
• Informing clients of their right to escalate complaints to relevant Ombudsmen if not satisfied.
• Maintaining complaint records for a minimum of five years or as required by law.

Allocation of Responsibilities

The Compliance Officer at CrissCross Tech is responsible for ensuring that all complaints adhere to this framework. They allocate adequate resources for complaints handling and ensure that individuals dealing with complaints are:

• Adequately trained.
• Experienced in complaints handling and qualified as necessary.
• Free from conflicts of interest.
• Empowered to make impartial decisions or recommendations.

Submitting a Complaint

All complaints should be directed to the Complaints Officer with the following details:

• Email: info@crisscross.money

Complaints should preferably be submitted in writing via email, outlining the particulars of the complaint and attaching relevant supporting documents. This allows CrissCross Tech to address the concerns promptly. CrissCross Tech also monitors relevant social media platforms for complaints.

Upon receiving a complaint, CrissCross Tech sends an acknowledgment of receipt to the complainant, including reference to this Complaints Management Framework. The acknowledgment outlines:

• Contact details of the person handling the complaint.
• Timelines for resolution.
• Details of the internal complaints escalation and review process.
• Information on relevant Ombudsmen, if applicable.

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Performance Standards, Remuneration, and Reward Strategies

CrissCross Tech acknowledges receipt of a complaint within 72 hours. Complaints are investigated and resolved professionally, with feedback provided to the complainant within 15 days, assuming all required information has been provided or investigations completed. If more time is needed for assessment or investigation, CrissCross Tech agrees on a reasonable timeframe, not exceeding 20 days.

When a complaint is upheld, corrective action is offered promptly and carried out within agreed timeframes. For rejected complaints, CrissCross Tech provides clear and adequate reasons for the decision and information about escalation and review processes, along with external dispute resolution options.

Staff members are assessed based on key performance areas that include complaints management, and their remuneration and rewards are determined accordingly.

Categorisation of Complaints/ Record Keeping, Monitoring, and Analysis

All reportable complaints are categorised, recorded, and reported. Complaint reports are continuously scrutinised and analysed to manage conduct risk and improve client outcomes. Key data includes:

• Complainant and complaint details.
• Relevant evidence, correspondence, and decisions.
• Complaint categorisation.
• Progress and status, including adherence to turnaround times.

Data on received, upheld, outstanding/rejected complaints, escalation to internal processes, and referral to Ombudsmen, along with outcomes, are maintained. Details of compensation and goodwill payments are also recorded. Non-reportable complaints are analyzed to identify noteworthy trends regarding types, volumes, or incidence for conduct risk management.

Complaints Escalation and Review Process

If a complainant is not satisfied with the outcome, they have the right to request a review by another qualified employee at CrissCross Tech. When a decision is made, CrissCross Tech responds in writing, providing reasons for the decision and information on accessing external dispute resolution mechanisms.

Regulatory Complaints

If a complainant remains unsatisfied, they may redirect their complaint and supporting documents to the appropriate regulatory authority within six months of receiving feedback from CrissCross Tech.

Conclusion

CrissCross Tech is dedicated to delivering professional service consistently. We welcome feedback and suggestions on how we can enhance our complaints resolution process. Please share your suggestions with us at info@crisscross.money.

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