1 reviews | Active since Nov 2012
OSTI Investigation process is lacking....
The OSTI, investigation process, is in desperate need of review by an independent organisation. i filled a complaint in July 2017 (M1672/17T), 11 months later, i am told the matter has been investigated and closed. I ask for clarity with regards to how certain decisions/conclusions were reached...i am told, inter alia, YOU SHOULD HAVE KNOWN BETTER??? when i ask questions based on objective data, the OSTI is unable to provide answers?? How is this possible? You sit with a complaint for 11 months and claim to have reviewed the matter, but fail to answer a simple factual question related to the same matter? This is disturbing....
Dear Mandla
We confirm that this complaint is still on going. The Assistant Ombudsman working on your file is currently querying issues relating to the extras on the vehicle with your insurer and he is awaiting its response. The matter was closed in June 2018. However, on receiving your further correspondence, the initial decision is being reviewed and the outcome will be communicated to you in due course.
We apologize that the matter is taking longer to resolve than you had anticipated and advise that the Assistant Ombudsman is not in a position to finalise the recommendation until he receives the insurer's response. In addition, please note that we have a very small staff complement and have to deal with complaints from all over South Africa. At any given time, there are several hundred matters pending and each matter is dealt with on its own merits and with the same degree of urgency and importance. The nature and complexity of the issues involved can also affect the time it takes to resolve a dispute.
Yours faithfully
Ayanda Mazwi
Senior Assistant Ombudsman
Dear Mandla
We confirm that this complaint is still on going. The Assistant Ombudsman working on your file is currently querying issues relating to the extras on the vehicle with your insurer and he is awaiting its response. The matter was closed in June 2018. However, on receiving your further correspondence, the initial decision is being reviewed and the outcome will be communicated to you in due course.
We apologize that the matter is taking longer to resolve than you had anticipated and advise that the Assistant Ombudsman is not in a position to finalise the recommendation until he receives the insurer's response. In addition, please note that we have a very small staff complement and have to deal with complaints from all over South Africa. At any given time, there are several hundred matters pending and each matter is dealt with on its own merits and with the same degree of urgency and importance. The nature and complexity of the issues involved can also affect the time it takes to resolve a dispute.
Yours faithfully
Ayanda Mazwi
Senior Assistant Ombudsman