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The formal process for complaints works this way:
If a member had a grievance or complaint, first try and solve it through informal discussions.
If the problem is not solved within 24 hours, put it in writing within the next 7 days using a complaint form. This form can be obtained from the general office at the reserve, or the Reserve Manager, or any Board Member/Co. Director. It is also available further down this page as an online form or as a downloadable MS Word document.
If delivered by hand, the official receiving the complaint form needs to date and sign one copy of the complaint form which is to be retained by the member as proof of lodging of the complaint.
If the complaint is submitted by fax, e-mail or online form, the date of dispatch of the complaint will act as proof of delivery, provided that it is a normal working day for the addressee.
Within 7 days, the member will be contacted by an Ingwelala official to discuss ways and means to resolve the issue.
If the issue is not resolved within a further 7 days, or such longer period as the aggrieved member may agree to in writing, the matter will immediately be referred to the Board which will take such steps as deemed to be in the best interest of all the members of Ingwelala.
The aggrieved member will be advised by the Chairman of the Board, in writing, of the manner in which the issue will be dealt.
|Downloadable Complaint Form||Online Complaint Form|
|Download||Click here for the Online complaint form.|
|NB: Don't forget to save the completed form to your hard drive before attaching to an email. Otherwise print out, fill in and fax.||NB: As the email address is fixed in the coding of an online form, it automatically goes to the Board Member in charge of Member Relations.|