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Please Note: Our Polokwane office and Cape Town office are for sales purposes only.

 

 

 

 

 

COMPLAINTS & APPEALS

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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