Complaint Outcome Letter Template for South Africa

The Complaint Outcome Letter is a critical document in South Africa's consumer protection framework, used when formally responding to customer grievances across various sectors. This document type must comply with the Consumer Protection Act 68 of 2008, the Promotion of Administrative Justice Act, and sector-specific regulations. A well-structured Complaint Outcome Letter should acknowledge the complaint, detail the investigation process, clearly communicate findings, and inform the complainant of their rights, including appeal procedures. The document serves both as a communication tool and a legal record, potentially becoming relevant in future dispute resolution or regulatory compliance reviews. It represents the organization's official position and commitment to fair complaint handling, while maintaining professional standards and legal compliance within the South African jurisdiction.

1. Letterhead and Date: Organization's official letterhead including full contact details and date of the letter

2. Recipient Details: Complainant's full name and contact details, including reference numbers

3. Subject Line: Clear reference to the complaint with relevant reference numbers and date of original complaint

4. Acknowledgment: Recognition of the complaint received and appreciation for bringing the matter to attention

5. Complaint Summary: Brief but accurate summary of the key issues raised in the original complaint

6. Investigation Process: Description of steps taken to investigate the complaint, including any meetings, documents reviewed, or consultations conducted

7. Findings: Clear explanation of the investigation findings and reasoning behind the decision

8. Outcome: Explicit statement of the decision or resolution, including any actions to be taken

9. Next Steps: Information about implementation of any remedies or actions, including timeframes

10. Appeal Rights: Clear explanation of the complainant's right to appeal and the process to follow

11. Closing: Professional closing with contact details for any follow-up questions