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RATINGS

Click here to view all ratings
SUBMIT FEEDBACK
Simply enter the name of the supplier and click "submit feedback".

 

HOW IT WORKS
  1. You submit a complaint
  2. Getclosure:
    • Delivers your complaint directly to the supplier
    • Sends them reminders
      to respond
  3. Supplier responds to your complaint
  4. Getclosure sends the response
    to you
  5. You can:
    • Reply
    • Close your complaint
    • Investigate other options
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 << Backgetclosure! FAQ (Frequently Asked Questions) 



    FAQs on services provided by Getclosure

Questions
 · What service does Getclosure provide?
 · How do I submit a complaint or compliment?
 · How will I know when my complaint has been delivered to the supplier?
 · What happens if the supplier doesn’t respond to my complaint?
 · Why should I believe my complaint will be resolved?
 · Are there any organisations that might assist me to resolve my complaint?
 · Will you keep a record of the communications about my complaint?
 · Can I get a copy of the record?
 · How do I log on to my dashboard and view my complaint history?
 · What do I do if I have forgotten my password?
 · What is my complaint reference number?
 · How do I obtain further assistance or information from Getclosure if I’ve got a problem, or if I need information?
 · Will my complaint be treated as confidential?
 · Who pays for the service provided by Getclosure?
 · How does Getclosure assist consumers to get their complaints resolved?
 · Do customers need to register before they can use the Getclosure service?
 · What complaints are handled by Getclosure?
 · Who handles complaints against Getclosure?
 · Does Getclosure itself resolve complaints against suppliers?
 · What does Getclosure do to avoid the abuse of its service?
 · Who owns Getclosure?
 · What services does Getclosure offer suppliers?
 · What other services does Getclosure offer consumers?
 · What complaints are not handled by Getclosure?
 · What are the benefits of becoming a subscriber to the Getclosure service?
 · What does a subscription to the Getclosure service cost?

Answers
What service does Getclosure provide?
Getclosure provides an independent online system to manage consumer complaints and compliments. The system is designed to help both customers and suppliers to resolve complaints effectively and efficiently.
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How do I submit a complaint or compliment?
Visit our homepage and complete the 'Submit your feedback here' section.
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How will I know when my complaint has been delivered to the supplier?
Getclosure will notify you via email when your complaint has been delivered and tell you when to expect a reply.

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What happens if the supplier doesn’t respond to my complaint?
If the supplier doesn’t respond promptly, Getclosure will send them a reminder. If the supplier still doesn’t respond, we’ll notify you via email.
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Why should I believe my complaint will be resolved?
Every supplier knows that their customers will be unhappy if they don’t deal with their complaints properly. They also know that unhappy customers are bad for business. Our service makes it easier for suppliers to respond appropriately to the customers' complaints. Feedback from consumers reveals that two thirds of the complaints we deliver to suppliers are resolved without the need to involve a third party.
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Are there any organisations that might assist me to resolve my complaint?
Yes, there are many organisations in South Africa that assist consumers with unresolved complaints against suppliers and offer advice. Visit our Useful Links page in the FAQ section for a list of these organisations.
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Will you keep a record of the communications about my complaint?
Yes. Getclosure saves a copy of all correspondence generated in the process of dealing with your complaint. You can see the correspondence by logging on to your Getclosure account (we call it your dashboard).
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Can I get a copy of the record?
You can download your complaint correspondence whenever you want to.
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How do I log on to my dashboard and view my complaint history?
When you first register or submit your complaint the system will ask you for an email address and ask you to choose a password. If you want to log on to your account (we call it your dashboard) simply click on the “Login” button in the top navigation bar and then enter your email address and password.
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What do I do if I have forgotten my password?
On the Login page there’s a “Forgotten Password” link. Click on this link, enter your email address and submit the request for a password reminder to be sent to you. Your password will be sent immediately to your specified email address. To go to the Login page click here.
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What is my complaint reference number?
When you submit a complaint, the system automatically generates a reference number for that complaint. This number will be quoted on all correspondence relating to your complaint and will be used to track the progress of all transactions relating to your complaint.
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How do I obtain further assistance or information from Getclosure if I’ve got a problem, or if I need information?
If you need further information or assistance, please email customerservices@getclosure.co.za.
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Will my complaint be treated as confidential?
Yes. Getclosure does not allow unauthorised access to your complaint details. Details of your complaint are not published; they are sent to the supplier via the discreet Getclosure platform.
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Who pays for the service provided by Getclosure?
The service is free for all consumers. Suppliers pay a modest subscription fee to use the Getclosure service. Read our subscriber benefits under the "Suppliers" tab in the top navigation bar.
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How does Getclosure assist consumers to get their complaints resolved?
Getclosure does whatever it can to ensure that the relevant information concerning each complaint is delivered to an appropriate person at the supplier organisation. We actively encourage the supplier to take the complaint seriously and to respond constructively.
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Do customers need to register before they can use the Getclosure service?
We need you to provide an email address so that we can communicate with you about your complaint. Customers must also agree to abide by Getclosure’s standard Terms & Conditions.
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What complaints are handled by Getclosure?
Getclosure will relay any complaint by a customer against any South African supplier registered on our website. All users are required to comply with our Terms & Conditions and we actively discourage the use of our service to pursue complaints that are already the subject of legal proceedings or frivolous, vexatious or otherwise inappropriate. Please see our Terms and Conditions for further information.
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Who handles complaints against Getclosure?
Getclosure is a subscriber to our own service and if any complaint against Getclosure is not resolved to a customer's satisfaction, we will agree to the unresolved complaint being referred to the OnlineOmbud. Getclosure will comply with any recommendation that the OnlineOmbud may make. Getclosure will also pay the costs of the reference to the OnlineOmbud unless he rules that the complaint is frivolous or vexatious.
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Does Getclosure itself resolve complaints against suppliers?
No. Getclosure provides a service that facilitates the resolution of genuine complaints between consumers and suppliers.
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What does Getclosure do to avoid the abuse of its service?
The Getclosure Terms & Conditions prohibit the use of our service to pursue inappropriate complaints. Any supplier who believes that a complaint brought against it is inappropriate may invoke an inappropriate complaints procedure. The consumer is given the opportunity to obtain a ruling from the OnlineOmbud on whether the particular complaint is inappropriate. Getclosure is obliged to implement the procedure and to comply with any ruling made by the Online Ombudsman. A ruling that a complaint is inappropriate does not mean that there is not a genuine grievance.
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Who owns Getclosure?
Getclosure is owned by Getclosure (Pty) Limited, a South African company whose shareholders include the developers of the service.
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What services does Getclosure offer suppliers?
Getclosure provides all suppliers with the opportunity to deal discreetly with any online complaints that their customers may have. Once registered, suppliers nominate the email address to which complaints should be sent and have access to an account from which they are able to monitor and respond to each complaint. Suppliers can also customise the service and receive detailed reports on their use of the service and feedback from customers.
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What other services does Getclosure offer consumers?
Getclosure is an independent consumer portal. In addition to its online complaints management service, consumers can use the website to compliment exceptional service and to view the customer centricity ratings of suppliers.
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What complaints are not handled by Getclosure?
Getclosure does not entertain complaints that are already the subject of legal proceedings. Getclosure will also not allow its service to be used to pursue complaints that are frivolous,vexatious or otherwise "inappropriate", without in any way suggesting that there is not a genuine grievance underlying such complaints.
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What are the benefits of becoming a subscriber to the Getclosure service?
Subscribers to the Getclosure service give undertakings that demonstrate to their customers a commitment to respond constructively and promptly to complaints. Subscribers can tailor the Getclosure service to meet their specific requirements in a number of respects. These include the time permitted to respond to a complaint, the reminders that are received and an escalation process for complaints that have not been handled appropriately. In addition, subscribers receive detailed reports on the manner in which their customers' complaints are being handled, including feedback from customers. These reports enable subscribers to compare their performance in handling complaints with the performance of their industry.
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What does a subscription to the Getclosure service cost?
Subscribers pay a fee based on their usage of the service. Contact Richard Wright at richard@getclosure.co.za to find out more.
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