Customer Complaint Handling Policy

1. Scope

This policy applies to all MYHEAT employees and agents involved in customer interactions, including sales, support, technical services, and management.

2. Definitions

• Complaint: Any expression of dissatisfaction from a customer regarding the company’s products, services, or staff behavior.
• Customer: Any individual or organization that has purchased or engaged with MYHEAT products or services.

3. Principles

• Transparency: Customers will be informed about the process and timeframes for addressing complaints.
• Timeliness: All complaints will be acknowledged, investigated, and resolved in a timely manner.
• Fairness: Complaints will be addressed objectively and impartially.

4. Complaint Submission

Customers can submit complaints via the following channels:

• Email: complaints@myheat.co.za
• Phone: 067 198 8677
• Website Contact Form: www.myheat.co.za/complaints

5. Procedure for Handling Complaints

• Acknowledgment: Upon receiving a complaint, MYHEAT will acknowledge receipt within 24 hours. The customer will be informed about the next steps and expected timelines for resolution.
• Investigation: The complaint will be assigned to the relevant department or personnel for investigation. If necessary, additional information may be requested from the customer to ensure a thorough understanding of the issue.
• Resolution: MYHEAT will aim to resolve the complaint within 5 business days. If a more extended investigation is required, the customer will be informed and given an updated timeline. Resolutions may include correcting an error, offering a replacement, issuing a refund, or providing additional support.
• Escalation: If the customer is not satisfied with the initial resolution, the complaint will be escalated to a senior manager. The senior manager will review the case and provide a final decision within 5 additional business days.

6. Recording & Monitoring

All complaints and their resolutions will be documented in a complaint log. MYHEAT will regularly review this log to identify trends, track performance, and implement improvements to prevent future complaints.

7. Continuous Improvement

MYHEAT is committed to using customer feedback to enhance its products, services, and processes. Lessons learned from complaints will be integrated into the company's continuous improvement efforts.

8. Confidentiality

Customer complaints and any related information will be handled with confidentiality and shared only with personnel involved in the resolution process.

9. Partner and Client Alignment

MYHEAT does not engage with clients and partners who do not share our core values and ethical standards. We believe in working with individuals and organizations that align with our commitment to excellence, integrity, and respect for all people. This ensures that our collaborations are grounded in trust and mutual respect, creating a positive and productive environment for all.