Complaints Procedure

• The Measured Entity has the right to lodge a complaint, in the event that they are not satisfied with the manner in which the verification was conducted.
• The Complainant must lodge a written complaint with Elevate BEE (Pty) Ltd using the Complaints Form within 7 days of the issue of the verification result in question.  
• On receipt of the complaint, the Administrator will acknowledge receipt of the complaint to the Complainant. 
• If the complaint is from an external source and related to an evaluation, the Administrator will validate the complaint by confirming that Elevate BEE (Pty) Ltd are responsible for the B-BBEE verification activities related to the complaint.
• The Administrator will advise the Verification Manager of the complaint.
• Should the complaint be about a Measured Entity, the Administrator will refer the complaint to the authorized representative of the Measured Entity.  
• The Verification Manager will convene and advise the Complaints Committee of the complaint and provide the committee with the details of the complaint and any related documentation that was submitted by the complainant.
• The Committee shall investigate the complaint and provide recommendations for corrective actions. 
• The Verification Manager shall give the complainant written formal notice at the end of the complaints-handling process of the outcome of its decision regarding the complaint.
• Investigation of any decisions on complaints shall not result in any discriminatory actions against the complainant and those investigating a complaint shall be completely independent from the complaint or the activities surrounding the complaint.  
• If the complainant is not satisfied with the outcome of the investigation, the Verification Manager will direct the complainant to the DTI.