Full annual report - African Bank - Investoreports

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Customer experience – Retail unit
Marketing communications
>accountability
In this highly competitive environment, the Retail unit is committed to fair
competition principles, ensuring our practices are ethical and adhere to responsible
communication of our products. This implies adhering always to the codes of the
Advertising Standards Authority (aSa) as well as responding speedily to them on
any issues raised by customers.
There were only two complaints made against our brands to the aSa during the
year to which we acted swiftly to comply and resolve. We also have established
channels to deal with customer feedback and cooperate with the National Credit
Regulator and National Consumer Commission.
All our marketing communications, advertising, promotion, and sponsorship
ensures strict adherence to a range of laws, standards and codes, in particular are
the National Credit Act, Advertising Standards Authority, Electronic
Communications and Transactions Act, Direct Marketing Association and the
Consumer Protection Act.
A review of marketing and insurance material at stores was undertaken during the
year, to ensure compliance.
A range of training programmes have been implemented for all relevant employees,
to ensure there is a thorough understanding and implications of the Act. This
training is directly linked to employees key results areas (KRAs).
Legal department
The Retail unit has a legal unit which has a representative at the Credit Ombudsman
and regularly attends all meetings and workshops on compliance and the Act,
keeping abreast with any changes to the Act.
Corporate directives
Corporate directives are distributed as and when necessary and have an escalation
process in place to resolve conflicts expeditiously. Employees are aware to escalate
certain category complaints to our call centre, which then escalates it to the
relevant brand as well as our legal department.
Marketing communications
Due to the above strict processes in dealing with marketing compliance issues the
Retail unit has had no incidents of non-compliance with regulations concerning
marketing communications which has resulted in a fine, penalty, warning or
voluntary codes.
Customer privacy
There has never been a legitimate breach of customer privacy or a loss of customer
data. All our processes are 100% compliant with the laws in South Africa and hence our
information capital is rated as a centre of information excellence.
Compliance
No fees have been paid out on fines for non-compliance with laws and regulations
concerning the provision and use of products and services. As stated under marketing
African Bank Investments Limited | Integrated Report for the year ended 30 September 2012 157