Complaints can be lodged with VOASA
If you have a dispute with a timeshare, fractional ownership or holiday club company, you can complain to the Vacation Ownership Association of Southern Africa (VOASA), a selfregulatory body for the industry.
VOASA will deal with complaints related to any timeshare company, regardless of whether the company is a member of VOASA or not.
Once your complaint has been received, a mediator will be assigned to the complaint.
All supporting documentation submitted by you will be scrutinised and, if required, you or the company concerned will be asked to submit further information.
The turnaround time for timeshare complaints is usually three to eight weeks, depending on the complexity of the complaint and the response times of the parties involved in the dispute, Melanie Hatjigiannakis, the public relations officer for VOASA, says.
VOASA receives about 500 to 600 complaints a year, she says.
“If a company is found guilty of breaching our code of conduct, the council can impose the following disciplinary measures: it can levy a fine of between R250 and R20 000, it can order the company to cancel the consumer’s agreement and/or order the company to pay the consumer a compensatory amount or award benefits,” Hatjigiannakis says.
Written complaints can be faxed to 021 914 5202, emailed to email@example.com or posted to PO Box 2823, Durbanville, 7551.