DUEPOINT COMPLIANCE POLICY

Important: The information on this website does not take into account the personal, financial or other circumstances, needs, objectives or requirements of its visitors. All information provided is of a factual and general nature only and cannot be construed as the provision of advice in terms of the Financial Advisory and Intermediary Services Act, 2002 ("FAIS").

DuePoint a division of Constantia Insurance Company Ltd (“DuePoint”) is a company incorporated in terms of the laws of South Africa under registration number: 1952/001514/06. Constantia Insurance Company Ltd is registered as a Financial Services Provider with the Financial Services Board under FSP number 31111. Constantia Insurance Company Ltd is a category 1 FSP and is authorised to conduct services relating to the supply of short term insurance (personal and commercial lines) and long term insurance (category B) products.
As a registered Financial Services Provider, DuePoint a division of Constantia Insurance Company Ltd is committed to providing its clients with a service of the highest professional and ethical standards. As required by FAIS and in order to facilitate an efficient system by which our clients can communicate with us, DuePoint subscribes to the following complaints policy and procedure:

Policy Principles

DuePoint is committed to an internal complaint resolution system and procedures based on the following underlying policy principles:

  • Fairness by ensuring that resolution of a complaint will be effected in a manner which is fair to both the client and DuePoint
  • Transparency and visibility ensuring that clients have full knowledge of the procedures for resolution of their complaints
  • Adequate training of all relevant staff including imparting and ensuring full knowledge of the provisions of the legislation with regard to the resolution of complaints
  • Ease of accessibility to complaints mechanisms through the provision of multiple mechanisms at DuePoint's business premises, and through the postal system,  telephone and /or electronic means
  • Appropriate maintenance of and commitment to an efficient internal complaint resolution system with adequate resources

Procedure for lodging a Complaint:

  • Any client who wishes to lodge a complaint against DuePoint or any of its employees should first lodge such complaint with DuePoint in writing
  • Transparency and visibility ensuring that clients have full knowledge of the procedures for resolution of their complaints
  • The complaint should provide full details of the circumstances and events to which the complaint relates and be accompanied by supporting documentation
  • All complaints will be entered into a formal complaints register
  • Non-routine serious complaints will be handled by appropriately senior staff with adequate expertise, training and experience to resolve the matter expeditiously
  • All complaints should be addressed to:
    FSP name:
    DuePoint a division of Constantia Insurance Company Ltd
    Postal address:
    Postnet Suite 441, Private Bag X51, Bryanston, JHB, 2021
    Email address:
    info@DuePoint.net
    For the attention of:
    Compliance Department
  • DuePoint will acknowledge receipt of the complaint in writing within 7 days of receipt of the complaint
  • DuePoint will endeavor to investigate and respond promptly to any complaint
  • DuePoint will notify the complainant in writing of the outcome of the resolution of the complaint within 6 weeks of receipt of the complaint
  • Where the complaint is resolved in the favour of the client, a full and appropriate level of redress will be offered to the client without delay.
  • If an outcome is not favourable to the complainant, full written reasons will be furnished.
  • Should the complaint not be resolved to the complainant's satisfaction within 6 weeks of lodging such complaint, the complainant may lodge the complaint with the Office of the Ombud of Financial Services Providers within 6 months of receiving notification from DuePoint regarding the resolution/dismissal of the complaint in terms of the above.
  • Contact details of the FAIS Ombud:
    Name:

    The FAIS Ombud (Noluntu Bam)
    Postal address:
    P.O. Box 74571, Lynnwood Ridge, 0040
    Tel no:
    012 470 9080/99
    Fax:
    012 348 3447
  • The Ombud will generally decline to investigate a complaint if a period of more than 3 years has passed since the act, omission or event which resulted in the complaint.
  • The Ombud will generally decline to investigate a complaint if proceedings have been instituted by the complainant in any court relating to the complaint.
  • The Ombud may decline to investigate a complaint if there are reasonable grounds to believe that a more appropriate dispute resolution process is available.
  • Should the complainant not lodge the complaint with the Ombud, the complainant may pursue any other avenue of law which is available to it.

Particulars of the Ombudsman for Short-term Insurance who is available to advise you in the event of claim problems that are not satisfactorily resolved by DuePoint:

Contact details of the OSTI:
Name:

Ombudsman for Short-term Insurance
Postal address:
P.O. Box 32334, Braamfontein, 2017
Telephone:
011 726 8900 or 0860 726 890
Facsimile:
011 726 5501

  • DuePoint will arrange for its Compliance Officer to inspect the complaints register from time to time and monitor effective complaint resolution and compliance with the above complaints process.
  • All complaints will be followed-up at an operational level to ensure avoidance of similar occurrences that might give rise to complaints and to improve services, systems and procedures where necessary.
  • Complaints records will be maintained for a minimum period of 5 years together with an indication of whether or not such complaint was resolved and all cases of non-compliance with the legislation and the reasons for such non-compliance.

Privacy Policy

What do we do with your personal information?

We actively seek to protect the privacy and confidentiality of your personal information.

During the course of our interactions, you share personal information with DuePoint. This privacy notice may form part of your application process with DuePoint or related third parties. “DuePoint” or “we” refer to one or more of the companies in the Constantia Insurance group. You can find details of these at this address: https://www.constantiagroup.co.za

This policy tells you what to expect when we collect and use your information. We may need to update it periodically, but we will inform you when we do. You should read this notice along with the terms and conditions that apply to the specific products and services you use.

What personal information do we collect?

We collect and process your personal and financial information - this includes your:

  • Name, Surname and Title (so that we know who you are and how to address you)
  • Identity or Passport number and Date of Birth (so that we can avoid duplications on our system)
  • E-mail address and contact details (so that we can communicate with you)
  • Physical and Postal Address (for CRS & FATCA purposes)
  • Beneficiaries and/or your Dependents (if applicable)
  • Banking Details (if applicable)
  • Tax Information (locally and foreign in terms of FATCA and CRS)

Why and how do we collect your personal information?

We collect your personal information to enable us to provide you with access to the products and services you have requested. The type of information we collect will depend on the purpose for which it is collected and used. Therefore, we either enter into an agreement with you or accept a mandate from you authorising us to provide these services to you and on your behalf.

We collect your personal information by:
  • Processing your online application form
  • Processing any subsequent instructions submitted to us
  • Communicating with you on matters pertaining to your products
  • Providing you with further information, which may include but not be limited to product statements (where applicable), annual tax certificates (where applicable), transaction confirmations etc.
We process your personal information when:
  • It is in your legitimate interest to do so, or when you give us permission
  • When you contact us by e-mail or telephone with a query, complaint or request, we collect the information included in your message. We use the information we collect to reply to, investigate and resolve your query, complaint or request.
  • When you visit our website, we use cookies to optimise the website experiences when you login into our website portal. We collect standard information about your internet connection and website use. We use this information to help us improve our website and online services. The type of information we collect includes the URL you came from, IP address, domain type, browser type, the country and telephone code where your device is located, the web pages viewed during your visit, the links on which you clicked, and any search terms you entered on our website (user information).

What do we do with your personal information?

We do not sell, rent or trade your personal information with anyone. We only use it for the purposes for which it was collected and agreed (appropriate in the normal course of business to provide the products and services you have requested).

We have to share it with our trusted service providers and third parties who are involved in the delivery of products or services, giving effect to the terms of our agreement. We have agreements in place with the recipients to ensure that they also comply with applicable privacy and confidentiality laws.

And lastly, we may disclose your personal information where we have a duty or a right to disclose in terms of law or other industry codes, or where we believe it is necessary for pursuing our legitimate interests or that of a third party to whom your personal information is supplied.

Personal Information of Children

We do not knowingly collect personal information of children without the consent of a parent or guardian.
If you are younger than 18 years old, we will always ask for consent to process your personal information from your parent or guardian.

We send your information to other countries

Some of the service providers that we use are located in other countries, for example our cloud service provider’s second back-up storage services are located in Western Europe. If we send information to anyone who is located in a country that does not have the same level of protection of personal information as South Africa or the European Union, we require that they undertake to protect the personal information of our customers to the same level that we do.

We don’t keep your information for longer than we need

We will not retain your personal information for longer than is necessary for the purpose for which it was collected or processed. The period for which we retain your personal information is influenced by:

  • any compliance requirement in terms of legislation
  • the retention of personal information for scientific, historical or statistical purposes
  • for the establishment, exercise or defence of legal claims

You can request to have your information deleted. However, we may not be able to comply with your request if we are under a legal obligation to retain the information.

We have taken reasonable steps to minimise the impact of a breach

We have implemented reasonable security measures based on the sensitivity of the information we hold. These measures are in place to protect the information from being disclosed, from loss, misuse and unauthorised access, and from being altered or destroyed.

We regularly monitor our systems for possible vulnerabilities and attacks, but no system is perfect and we cannot guarantee that we will never experience a breach of any of our physical, technical or managerial safeguards. If something should happen, we have taken steps to minimise the threat to your privacy. We will let you know of any breaches which affect your personal information and inform you how you can help minimise the impact.

Basically, we take every reasonable step to protect your personal information, but we cannot guarantee the security of any information you transmit to us electronically and you do so at your own risk.

Your rights

You have the right to be informed about the personal information we have, and what we do with it and to request a copy of the personal information which we have on record of you.

You have the right to:

  • ask us what we know about you
  • ask what information was sent to our suppliers, service providers or any other third party
  • ask us to update, correct or delete any out-of-date or incorrect personal information we hold about you
  • receive all of the information we have about you and to transfer it to another service provider
  • unsubscribe from any direct marketing communications we may send you
  • object to the processing of your personal information.

You can request access to the information we hold about you or correct your personal information by contacting our Client Service team at the below email address.

Contact us

If you have any questions or do not understand anything in this Policy, please send an email to info@duepoint.net and we will respond to you as soon as possible.


DSA CODE OF ETHICS