1. About complaints
This process applies when you are dissatisfied with a service provided by Mahala Loyalty Programme (Pty) Ltd. If your concern is about a product, claim or service provided by an insurer or another partner, you may also need to raise it with that provider under its complaints process. Mahala can help direct you to the relevant organisation.
2. Submit a complaint in writing
Please describe your complaint in writing and email it to [email protected] with “Mahala complaint” in the subject line. If you need help submitting your complaint, call 0860 MAHALA (62 42 52).
We will acknowledge receipt in writing and direct the complaint to the appropriate person for review.
3. What to include
To help us understand and investigate the matter, please include:
- Your full name and preferred contact details.
- The Mahala product or service involved, and any membership, policy or reference number that applies.
- A clear description of what happened, including relevant dates and the steps you have already taken to resolve it.
- Copies of relevant correspondence or supporting documents, if available.
- The outcome you are seeking.
4. How we handle your complaint
We will acknowledge your complaint in writing and assign it to an appropriate staff member for a fair review. We will investigate the matter and may contact you if we need more information. We will keep you informed of the outcome or progress. If we uphold your complaint, we will explain the proposed resolution and offer appropriate redress without undue delay.
5. Timeframe and outcome
Mahala aims to resolve complaints internally within six weeks of receipt. If we cannot resolve the complaint within that period, or if you are dissatisfied with the outcome, we will provide a written response explaining our position and the next steps available to you.
6. Financial services complaints
If your complaint concerns advice or an intermediary service provided by Mahala Loyalty Programme (Pty) Ltd as a financial services provider (FSP 21961), and you remain dissatisfied after receiving our final response—or the matter has not been resolved within six weeks—you may be able to refer it to the Office of the Ombud for Financial Services Providers (FAIS Ombud), subject to its jurisdiction and rules. The FAIS Ombud’s current process allows a referral within six months after the final response. Check its website for current requirements and eligibility.
The FAIS Ombud deals with complaints about advice and intermediary services. For a complaint about an insurance product or claim, first contact the relevant insurer or provider; the appropriate independent ombud can depend on the product and complaint. The Ombud Council provides information about the different financial ombud routes.
7. Contact details
Mahala Loyalty Programme (Pty) Ltd
Company Registration No. 2001/030145/07
VAT No. 4610220255
FSP No. 21961
Written complaints: [email protected]
Call centre: 0860 MAHALA (62 42 52)
Head office: 012 643 0384
FAIS Ombud
Telephone: 012 762 5000
Sharecall: 086 066 3247
Email: [email protected]
Website: faisombud.co.za/how-to-complain
For information about other independent financial ombuds, visit the Ombud Council.