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To report
complaints please
click here to
download the complaints form.
To
appeal please
click here to
download the appeals form.
Mosela Rating Agency's procedure on Handling Complaints & Appeals
COMPLAINTS
A complaint from the Measured Entity or the user of the B-BBEE score
of a measured entity rated by Mosela Rating Agency.
A
complainant must complete the complaint form MRA CAD01-01 and send
it back to MRA by means of fax, email or hand delivery.
On receipt of a complaint on form MRA CAD01, The Administrator will record the complaint on the form MRA CAR01 and forward the complaint to the personnel appointed/suitable to handle the complaint.
On
completion on the review of the complaint the Verification Manager
will contact the complainant and acknowledge receipt and explain the
process forward.
The verification manager will accept or reject complaint based on reasons provided by the complainant and will inform the complainant in writing with reasons for not accepting the complaint and if accepted he/she will conduct a special evaluation.
The personnel will record all his/her findings and his/her proposed corrective action & implementation on the form MRA CAD01. The Administrator will notify the complainant in writing of the outcome and the solution to the problem and if complainant is satisfied, the Administrator will then file the completed complaints process records and closure of the complaint. If a complainant is dissatisfied with the outcome of the complaint, a normal dispute process will have to take place to resolve the matter.
The
complaint process takes 30 days from receipt of the complaint.
APPEALS
An appeal from the Measured Entity requesting for reconsideration of
the B-BBEE score issued to them by Mosela Rating Agency.
A
appellant must complete the appeals form MRA CAD02-01 and send it
back to MRA by means of fax, email or hand delivery.
On receipt of an appeal on form MRA CAD02, the Administrator will record the appeal on the form MRA CAR01 and forward the appeal to the personnel appointed/suitable to handle the process and this personnel shall be someone who the complaint is not addressed to. The personnel will review the appeals form for completeness and reasons for the appeal.
The Administrator will contact the appellant directly and acknowledge receipt and advise the appellant on the process forward.
The personnel will accept or reject the appeal based on reasons provided by the appellant and will inform the appellant in writing with reasons for not accepting the appeal and if accepted s/he will conduct a special evaluation.
The personnel will record all his/her findings and his/her proposed corrective action & implementation on the appeal form MRA CAD02. The Administrator will notify the appellant in writing of the outcome and the solution to the appeal and if the appellant is satisfied; the Administrator will then file the completed appeals process records and closure of the appeal. If the appellant is dissatisfied with the outcome of the appeal, a normal dispute process will have to take place to resolve the matter.
The
appeals process takes 30 days from receipt of the appeal.
DISPUTES
Any
disputes arising from either parties in regards to unsolved
complaint or appeal must be in written format.
Upon
invitation to resolve the dispute by either party in writing, a
meeting to resolve the matter must be scheduled within 10 days of
the day on which the written invitation was issued. Disputes shall
be handled through negotiation between Mosela Rating Agency and the
complainant or appellant.
If an
agreement is not reached, Mosela Rating Agency will draw a
conclusion with a detailed description of the dispute and submit to
the Arbitration Foundation of South Africa.
Both
parties shall agree for mediation by the by AFSA, and AFSA will
appoint an accredited mediator who will assist both parties to reach
consensus. Upon the final verdict by the mediator, the decision will
be binding to both parties unless either parties disagree with the
mediator's decision by a written notice by either party within 7
days of the final verdict. In such an event the dispute shall be
referred to an AFSA accredited arbitrator for arbitration for a
final resolution.
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