Resolving a timeshare complaint in southern Africa has been made a lot simpler. According to the Vacation Ownership Association of Southern Africa (VOASA), the Independent Timeshare Complaints Service (ITCS) provides a mediation role between consumers and the associations’ accredited members.
Alex Bosch, VOASA’s Chief Operating Officer, explains: “The ITCS mediation role between consumers and VOASA members includes monitoring timely responses in order to get the matter resolved as quickly and efficiently as possible.”
Bosch says that the ITCS successfully resolved 88% of its complaints within the stipulated 15 business day period and 12% of unresolved disputes were referred to the Consumer Goods and Services Ombudsman (CGSO) last year. “And it does not end there,” he says. “VOASA is also in ongoing communication with the CGSO to monitor and further assist where necessary on reaching a resolution.”
Steps to resolving a complaint
The ITCS service is free of charge and only applies to complaints involving VOASA’s members. Before following the five steps below to lodge a complaint with the ITCS, you have to first try and resolve the dispute directly with the company. The matter must also not be under investigation by another dispute-resolving body or an Ombud Scheme or subject to legal action.
- Visit the VOASA website at https://voasa.co.za/#complaint-mediation-service and complete the online form under the Complaint Mediation Service.
- Once all the information has been received, a reference number will be allocated to you and the complaint will be forwarded to the VOASA member company.
- The company will then have 15 business days to resolve the matter and confirm with the ITCS that a resolution has been reached.
- The ITCS will then confirm with you that the matter has been resolved to your satisfaction.
- If no resolution can be reached, you will be advised by the ITCS to escalate the complaint to the Consumer Goods and Services Ombud or any applicable regulator.