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TREATING CUSTOMERS FAIRLY POLICY

RSA AGRI MAKELAARS (PTY) LTD FSCA LICENSE NUMBER 34909

RSA Agri Makelaars (Pty) Ltd is an authorized financial services provider. Our mission/strategy includes the fair treatment of clients and forms a large part of our ethos as a business. Our Treating Customers Fairly (TCF) Policy is structured according to the guidance set out by the Financial Sector Conduct Authority (FSCA), to ensure that the company delivers consistent and honest outcomes to our clients. We take responsibility for RSA Agri Makelaars and all our staff to ensure that we offer better service quality to clients at all times, based on transparency.

RSA Agri Makelaars will strive to comply with as well as contribute to the treating customers fairly policy outcomes, as seen from the client’s perspective.

The six fairness outcomes:

  • Outcome 1: Clients are confident that they are doing business with providers where the fair treatment of clients is central to the provider’s culture.
  • Outcome 2: Products and services marketed and sold are designed to meet the needs of the identified client or client group and that clients are targeted in this way.
  • Outcome 3: Clients are given clear information and are properly informed before and while they are a policyholder with the company.
  • Outcome 4: Where clients receive advice, there is always certainty that the advice is suitable and that the client’s circumstances have been taken into account.
  • Outcome 5: Clients are provided with products that perform as communicated to them by advisors and as they expect to receive from the product. The associated service is also of an acceptable standard and what the client expects to receive.
  • Outcome 6: Clients do not experience unreasonable post-sale barriers to change products, switch providers, submit a claim, or submit a complaint.

Achievement of the outcomes

RSA Agri Makelaars will attempt to demonstrate through our conduct and monitoring that we treat clients consistently and fairly in all stages of the product life cycle in which we have a contribution. This includes:

  • Product and service design: Products and services, as well as their distribution strategy, are designed and developed for specific target markets, based on a clear understanding of the possible needs and financial ability of each client group.
  • Promotion and marketing: Products are marketed for specific target groups by means of clear and fair communication that is not misleading.
  • Advice: Where advice is provided, the advisor is fully equipped to give advice that is suitable for the need of the relevant client, following the goal of the fair treatment of clients and the avoidance of conflicts of interest.
  • Point of Sale: To provide clear and fair information to enable clients to make informed decisions about any transaction with RSA Agri Makelaars and our services. Product risk, obligations, limitations, and costs must be transparent.
  • Information after point of sale: To provide clients with ongoing relevant information to enable them to monitor whether the product or service still satisfies their needs and expectations as well as to deliver acceptable service for post-sale transactions and any other inquiries.
  • Complaints and claims handling: To honor representations, assurances, and promises that lead to legitimate expectations of the client. Legitimate expectations must not be frustrated by unreasonable post-sale barriers. There are requirements for fair and consistent handling of claims and a mechanism to handle complaints timeously and fairly.

 

To honor our agreement with clients regarding fair and equitable treatment of clients, we will focus on the following aspects:

  • We will comply with the requirements of the FAIS General Code of Conduct as well as the Conflict of Interest Policy during our negotiations with our clients.
  • We will put management information mechanisms in place specifically designed to monitor RSA Agri Makelaars’ performance in delivering the relevant fairness outcomes.
  • All our staff members are trained to handle our clients and are committed to maintaining high standards.
  • Our staff are not remunerated or receive incentives in such a way that it would encourage them to treat our clients in an unfair or biased manner.
  • We will always communicate to clients what they can expect from the relationship with us.
  • We will provide appropriate post-sale information and service to our clients.
  • We will monitor the continued outcomes of the product we proposed or marketed to our client and will also monitor the ongoing suitability of the product.
  • We will have open communication lines with product providers and ensure that we understand their products.
  • We will review our treating customers fairly policy on an ad hoc basis, but at least once a year.

 

Complaint handling

  • We handle complaints fairly and impartially.
  • In handling complaints, we will treat every situation the same and will also pay careful attention to errors and whether it affected or may affect a larger pool of clients, as well as what needs to be done to resolve the situation.
  • We will pay attention to the outcomes of complaints which can lead to a good source of information regarding the health of our business and systems. We will investigate the cause of the complaints and obtain feedback from clients who have already dealt with our complaint procedures, in order to improve service levels that we provide.
  • We will monitor the time it takes to handle a complaint as well as the outcome and how the outcome was communicated to the client to ensure that we treat our clients fairly.

 

Fair treatment of clients in our business

  • We welcome feedback from clients and staff members regarding our service and procedures.
  • Our company’s business objectives include the fair treatment of clients as well as a yardstick to measure the competence of our staff.
  • Before we conclude a contract with a third party, we will first ensure that they are also focused on the fair treatment of clients.
  • Our complaint procedure will be accessible and easy to understand.

 

For any inquiries or feedback regarding the fair treatment of clients by RSA Agri Makelaars, you can make contact with the following person.

Philip Faure
Managing Director
022 487 9630
pfaure@rsab.co.za