Complaints and Disputes_B

Question 1

To whom may a client lodge an unresolved complaint?

Answer 1

The Director: Market Regulation.

Question 2

In what circumstances will a client complaint be deemed to be unresolved?

Answer 2

The complainant is not satisfied with the resolution of the complaint proposed by the member.

Question 3

Within what period must a complaint be lodged with the Director: Market Regulation in order for an unresolved
complaint to be considered by the JSE Market Regulation Division?

Answer 3

The complaint must be lodged within 4 weeks of the receipt by the complainant of the member’s response and within
6 months of the conduct by the member giving rise to the complaint.

Question 4

Will an unresolved complaint that is lodged outside prescribed period be considered by the JSE Market
Regulation Division?

Answer 4

Yes, provided that failure to lodge the complaint within the relevant period was through no fault of the client.

Question 5

What action will be taken by the Director: Market Regulation if the If the JSE Market Regulation Division is unable to facilitate
a resolution of the complaint within 4 weeks of lodgement of the complaint?

Answer 5

The Director: Market Regulation will refer the unresolved complaint to the Company Secretary of the JSE to be dealt
with in terms of the dispute resolution rules.

Question 6

What is the intention of the dispute resolution rules?

Answer 6

The dispute resolution rules are intended to facilitate the equitable and expeditious settlement of disputes that –
1. a client has with a member, in respect of an unresolved complaint;
2. a member has with another member, in respect of transactions in equity securities; or
3. a member has with a client, in respect of transactions in equity securities.