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Annexure B: Compliance Process

Export Credit Insurance Corporation of South Africa SOC LimitedRef: https://www.ecic.co.za/wp-content/uploads/2026/07/Compliance-Process-Annexure-B.pdf

Official source

Source domain: ecic.co.za

Collected on 13 July 2026

Always confirm details on the official source before acting.

Our copy (archived 20 July 2026)Official source

What this means

This document is an annexure describing a “Compliance Process” for handling complaints, including both external customer/employee complaints and internal complaints. It outlines steps such as capturing complaints in a Complaints Register, attempting resolution, escalating to the CEO if needed, closing the complaint, and updating the complainant on progress. It also includes a complaint status notification process (storing/tracking, sending reminder notifications for SLA, and updating case information) and advises complainants to escalate to the FAIS Ombud within 6 months. The text references logging complaints via channels such as an anonymous tip-off line, ECIC landline, walk-ins, ECIC email, and the website complaints page.

What this document offers

Read out of this document by Govermate's AI, in its own words. Each one quotes the line it came from — confirm on the official source before acting.

complaint status notificationsOngoing

Request complaint status notifications (SLA reminders and case updates)

Once a complaint is captured, the process includes storing and tracking the complaint, sending notification reminders for SLA, configuring notifications, and updating case information so that complaint status notifications can be issued.

Who it is for: People whose complaints have been captured and tracked for status updates
How to act on it: The process stores and tracks the captured complaint, captures case details, sends notification reminders to Compliance, configures notifications, and updates case information.

Show the line this came from

Store & Track Captured ComplaintCapture Case details Send Notification reminders to Compliance Capture Case details Configure notifications Reminders for SLA Update Complaints details

complaint submissionOngoing

Log an external customer/employee complaint

You can log a complaint as an external customer/employee. The complaint will be captured in the Complaints Register, an attempt will be made to resolve it, and if needed it can be escalated to the CEO; you will be updated on progress and advised to escalate to the FAIS Ombud within 6 Months.

Who it is for: External customers and employees who are dissatisfied and want to lodge a complaint
How to act on it: Customer can log a complain via /Media/Tip-Off anonymous line/ ECIC Land Line /Walk in’s/ECIC-email/website: complaints page/

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Customer can log a complain via /Media/Tip-Off anonymous line/ ECIC Land Line /Walk in’s/ECIC-email/website: complaints page/

complaint escalation

Escalate a complaint to the FAIS Ombud within 6 Months

If you are a complainant, the process advises you to escalate to the FAIS Ombud within 6 Months.

Who it is for: Complainants who need to escalate their complaint
How to act on it: Escalate to the FAIS Ombud within 6 Months.

Show the line this came from

Advise complainant to escalate to the FAIS Ombud within 6 Months

Facts

Reference

https://www.ecic.co.za/wp-content/uploads/2026/07/Compliance-Process-Annexure-B.pdf

Key Takeaways

Subject: Compliance process for handling complaints (external and internal)
External complaint flow: log complaint -> capture in Complaints Register -> attempt resolve -> escalate to CEO if not resolved -> close and update register
Internal complaint flow: receive internal complaint information -> handle via current process/alternative resolution
Notification process: store & track captured complaint, send notification reminders for SLA, configure notifications, update case information
Complainant escalation instruction: advise escalation to the FAIS Ombud within 6 months
Complaint logging channels: anonymous tip-off line, ECIC land line, walk-ins, ECIC email, website complaints page
CEO
Ethics Committee
HR
Compliance Specialist
FAIS Ombud
FSCA
ECIC