Com­plaints can be lodged with VOASA

Weekend Argus (Saturday Edition) - - FINANCE -

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 or posted to PO Box 2823, Dur­banville, 7551.

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