The Complaint Management System (CMS) Guidelines are a set of internationally accepted standards and best practices that member-firms are required to use to manage customer complaints. These guidelines are intended to improve the customer service delivery of member-dealers who are on the Exchange.
As a complement to JSE Rule 121 – Complaints by Non-Members these guidelines establish the minimum requirements for the CMS. These requirements include maintaining an up-to-date log of customer complaints, documenting procedures for handling customer complaints and advising customers of where complaints should be directed.
The CMS is welcomed in the market at this time as it seeks to not only promote better record keeping of customer complaints and foster improved customer service in the industry but also protect the interest of customers, member-firms and the industry.
