1. Our Commitment
Kavod Technologies is committed to providing excellent service. If you are dissatisfied with any aspect of our services, we want to hear from you and resolve the matter as quickly as possible.
2. How to Submit a Complaint
You can submit a complaint through any of the following channels:
- Email: complaints@karatdollar.com
- In-App: Settings → Help → Submit Complaint
- Post: Kavod Technologies (Pty) Ltd, Complaints Department, Cape Town, Western Cape, South Africa
- Phone: +27 21 XXX XXXX (Monday–Friday, 08:00–17:00 SAST)
3. What to Include
To help us resolve your complaint efficiently, please provide:
- Your full name and KAD account email or phone number;
- A clear description of the issue;
- The date(s) when the issue occurred;
- Any relevant transaction references;
- What outcome you are seeking;
- Any supporting documents or screenshots.
4. Resolution Process
Step 1: Acknowledgement (Within 2 Business Days)
We will acknowledge receipt of your complaint and assign a unique reference number. A dedicated complaints handler will be assigned to your case.
Step 2: Investigation (Within 10 Business Days)
Your complaints handler will investigate the matter, which may involve reviewing transaction records, system logs, and contacting relevant departments or third parties.
Step 3: Resolution (Within 20 Business Days)
We will provide a written response with our findings and proposed resolution. If we need more time, we will inform you of the expected timeline.
Step 4: Escalation (If Unresolved)
If you are not satisfied with our response, you may escalate the complaint to our Complaints Manager at complaints-escalation@karatdollar.com. The escalated complaint will be reviewed within 10 business days.
5. External Dispute Resolution
If you remain dissatisfied after exhausting our internal process, you may refer the matter to:
- FSCA Ombud: Financial Sector Conduct Authority — info@fsca.co.za
- NCR: National Credit Regulator (for BNPL-related complaints) — complaints@ncr.org.za
- Information Regulator: For privacy-related complaints — complaints.IR@justice.gov.za
- AFSA: Arbitration Foundation of Southern Africa — for binding arbitration
6. Complaint Categories
- Payment disputes: Failed transactions, incorrect amounts, delayed settlements;
- Account issues: Account access, KYC verification, account restrictions;
- BNPL disputes: Incorrect charges, credit score disputes, collection practices;
- Insurance claims: Claim denials, delays, or disputes;
- Privacy concerns: Data access requests, data breaches, consent issues;
- Service quality: Platform downtime, app bugs, poor customer service.
7. Our Obligations
We are required under the Financial Advisory and Intermediary Services Act (FAIS) and the Conduct of Financial Institutions Bill to:
- Maintain a complaints register;
- Report complaint statistics to the FSCA;
- Analyse complaint trends and implement improvements;
- Treat all complaints fairly and without bias.
8. Contact
Complaints Department: complaints@karatdollar.com