AMSA
Amalgameerde Mikrofinansiers van Suid-Afrika

Verbruikers opvoeding

AMSA se deurlopende verbruikers opvoedingstrategie, wat losstaande en afsonderlik van elke kantoor se bemarking is, is soos volg:

*    Om kliŽnte op te voed t o v die bestuur van persoonlike finansies en verantwoordelike leenpraktyke.

*    Om kliŽnte in te lig van die inhoud van kontrakte, hulle regsposisies en die afkoelperiode.

*    Om kliŽnte se basiese verbruikersregte te erken en te beskerm (reg op inligting, reg op herstel, reg om nie uitgebuit te word nie, ens).

*    Om kliŽnte in te lig van die voordele wat dit vir hulle inhou as hulle slegs MFRC geregistreerde kantore en MFSA-lede ondersteun.

*    Om kliŽnte in te lig van die interne en eksterne navraag- en klagteprosedures.


Verbruikers opvoedingshulpmiddels en strategie om die bogenoemde doel mee te bereik.

*    Werweropleiding  -  Werwers word jaarliks met behulp van die werwer-opleiding CD's opgelei, of heropgelei, en spesiale aandag word aan die verbruikers opvoedingsaspekte van hierdie opleiding gegee sodat hulle kliŽnte korrek kan beoordeel en die nodige verbruikers-inligting aan hulle kan oordra.  Toets u werwers mondelings met toepaslike vrae om te bepaal of hulle dit doeltreffend kan doen.

*    Vertoon die MFSA en NKR se reŽls en etiese kode prominent sigbaar in die kantoor.

*    Sien toe dat sleutelpersoneel die AMSA-kursusse oor  besigheids en bemarking bywoon.  Hierdie kursusse hanteer verbruikersregte en diens prominent. Toets u personeel mondelings om te bepaal of hulle sinvol antwoorde oor verbruikersregte, en hoe kliŽnte opgevoed en beskerm moet word, kan gee.

*    Praat met werkgewers, stadsrade, vakbonde, NGO's ens ten einde die beeld van die bedryf te verbeter en by te dra tot kliŽnte opvoeding.

*    Lei u kliŽnte deeglik op  t o v gesonde persoonlike finansies, en voorkom dat hulle oorleen  -  gebruik MFSA, NKR en verbruikers-instansies se  pamflette en publikasies hiervoor.  Werk 'n maandelikse kontantvloeistaat vir kliŽnte uit, en laat hulle elke maand die staatjie onderteken as bewys dat u hulle oplei. 

*    Kanaliseer 'n gedeelte van u borgskappe na  sosiale verantwoordelikheidsprojekte waardeur instansies of  kliŽnte ingelig en opgevoed, of skryf of finansiŽle vaardighede aangeleer word?

*    Plaas u  veeltalige kennisgewing oor vrae wat deur kliŽnte gevra kan word, prominent sigbaar, sowel as die plakkate oor administrasiebevele?

*    Plaas die navraagnommers van die MFSA en NKR sigbaar vir klante (bv plakkate van MFSA)

*    Toets die gehalte van u diens en oordra van inligting aan u kliante deur die gesiggievraelys, waar kliŽnte uiters belangrike vrae moet beantwoord oor of u hulle behoorlik ingelig het.

 *    Maak seker dat u  'n amptelike klagteprosedure in plek het  -  sien hieronder

Die huidige aanbevole klagteprosedure wat klante kan volg, en waarvan hulle mondelings of d m v plakkate ingelig moet word, is soos volg:

*    Klante kan persoonlik klagtes by die konsultant of die kantoorbestuurder aanhangig maak, wat die klagte vertroulik, vinnig, doeltreffend en menswaardig hanteer en oplos.

*    Gelamineerde mini-plakkate word op 'n opsigtelike plek in kantore aangebring wat kliŽnte uitnooi en aanmoedig om navraag oor lenings, prosedures ens aan die personeel te rig (voorheen reeds aan kantore voorsien).

*    Klante word mondelings ingelig, of kan op plakkate of publikasies soos die MFRC regulasies en die MFSA Gedragskode of plakkate die tolvrye nommers van daardie instansies vir navrae en klagtes verkry.

*    'n Komplimente en klagteboek moet in die voorportaal van elke kantoor beskikbaar wees, waarin kliŽnte opmerkings kan maak  -  goed of sleg.  'n Kunswerk vir so 'n boek se voorblad, sowel as die indelings vir die inhoud, is voorheen aan kantore voorsien.

Consumer Rights

The consumer rights that are presently acknowledged in South Africa, are as follows:

The right to choose

The right to be heard

The right to safety

The right to information

The right to redress

The right to consumer education

The right to a healthy environment

The right to basic goods and services

The right not to be exploited

From the client's viewpoint, the rights can be explained as follows:

 1.         Your right to choose

You have the right to choose where you want to buy a service or a product, when you want to buy it and how much you are prepared to pay.  You have the right to choose from a range of products and services offered at competitive prices  with an assurance of satisfactory quality and value for money. 

2.         Your right to be heard

You have the right to be heard when you want to complain or ask for information.  Anybody or any company selling you a product or a service must listen when you want to complain and give you more information on the product or service when you ask for it.  You also have the right to have consumer interests heard in decision-making processes, which affect consumers. 

3.         Your right to safety

You have the right to safety in relation to any product, process or service. You have the right to be protected against products, production processes and services that are hazardous to health or life.  This means that it is up to  the seller of the service or product to ensure that you are not in danger when using a product or a service.  Reporting violations of safety  regulations to the relevant authorities or management will ensure safety not only for yourself, but for all consumers.

 4.         Your right to information

You have the right to have full information about any product, process or service.  You have the right to be given the facts you need to make an informed choice and to be protected against dishonest or misleading advertising, labeling or information. 

5.         Your right to redress

You have the right to receive fair settlement of just claims.  Your right to redress means your right to get money back, have a product replaced or a service performed correctly.

When you buy a product or a service, you enter into a contract with the seller even if you do not sign anything.  You expect the product to be fit to use for the purpose it was intended for.  If you find that it is not, you are entitled to take it back to the shop and ask for it to be exchanged or to insist on getting your money back.  This, however, only refers to defects in the product or service and not to damage caused by yourself. 

If you do not demand redress when you are not satisfied with a product or service, you are not only throwing your own money away, but are also causing other consumers to lose their money or be treated badly.  

6.         Your right to consumer education

You have the right to acquire the knowledge and skill needed to make informed choices and to be educated about your rights and duties as a consumer.  Consumer education should be provided by suppliers of all goods and services. 

7.         Your right to basic goods and services

You have the right to have access to basic goods and services including water, food, shelter, sanitation, healthcare and education. 

8.         Your right to a healthy environment

You have the right to live and work in an environment which does not threaten the well being of present or future generations.

9.         Your right not to be exploited

You have the right not to be exploited in transactions including property goods and services.

 

AS WELL AS CONSUMER RIGHTS, CONSUMERS ALSO HAVE DUTIES, AND OF THIS THEY MUST ALSO BE INFORMED IN THE EDUCATION PROCESS!

Inform them as follows:

It is your duty as a consumer to: 

                    Make sure that your rights are respected

                    Be reasonable but firm

                    Never let anybody pressure you into spending money on something if you are not ready to make a   
         choice

                    Make sure that your voice is heard by complaining in the right way to the right person

                    Complain about unsafe products or situations even if you are not personally affected

                    Demand a replacement or a refund for inferior products or services, even if the amount of money 
         involved is small

                    Make sure that you are an educated consumer

                    Read all documents carefully and make sure you understand the contents

                    Enter agreements only when you are fully informed and aware of the contents

Also!!

If you have entered into a legal contract, you must honour it or expect legal action.

If you borrow money, you have to repay it, as well as the interest charged.

Do not avoid repayment  -  rather talk to your lender and make an arrangement with him.

Never file for an administration order or bankruptcy  -  you will be on the loosing side.