Complaints, Escalation & Dispute Resolution Policy

1Introduction & Scope

This policy applies to any complaint about an Order, delivery, payment, return, Stokvel, Split & Sell arrangement, Driver Partner conduct, or any other aspect of your dealings with HmperCo.

2Legal Framework

• Consumer Protection Act 68 of 2008 ("CPA") — sections 69–75 set out consumers' rights to approach the National Consumer Commission, an accredited industry ombud, an alternative dispute resolution agent, a consumer court, or the ordinary courts.
• Arbitration Act 42 of 1965 — governs any dispute the parties agree, in writing after a dispute has arisen, to resolve by private arbitration.
• Protection of Personal Information Act 4 of 2013 ("POPIA") — governs your right to complain to the Information Regulator about privacy-specific matters (see clause 8).
• National Consumer Commission Act functions performed under the CPA — the NCC is the statutory body responsible for enforcing consumer rights broadly.

3How to Submit a Complaint

Email thankyou@hmperco.co.za with: your order number (where relevant), a clear description of the issue, and any supporting evidence (photographs, screenshots, correspondence). For Stokvel-specific matters, use stokvel@hmperco.co.za; for Split & Sell matters, use splitandsell@hmperco.co.za.

4Response Process & Timeframes

HmperCo aims to acknowledge complaints within 2 business days and to provide a substantive response or resolution within 10 business days, though complex matters (for example, a multi-party Stokvel dispute) may take longer, in which case we will keep you updated on progress.

5Departmental Escalation

If you are not satisfied with the initial response, reply marking your email "Escalation" and it will be reviewed by a senior team member. Escalation routes exist for delivery, payments, returns, Stokvel, and SnS-specific complaints, each handled by the team most familiar with that programme.

6External Escalation

If your complaint remains unresolved after HmperCo's internal process, you may refer it to:

7Mediation, Arbitration & Courts

Where both parties agree, a dispute may be referred to mediation or arbitration under the Arbitration Act as a faster, private alternative to litigation. Nothing in this policy requires you to use mediation or arbitration, and you retain the right to approach a court of competent jurisdiction at any time.

8Privacy-Specific Complaints

Complaints specifically about how HmperCo has handled your personal information should first be raised with our Information Officer as described in the Privacy Policy, and may thereafter be referred to the Information Regulator.

9Contact Details