GQ Beyond Holdings (Pty) Ltd is committed to providing high-quality consulting, compliance, and business empowerment services to all clients. This policy establishes a clear, fair, and efficient procedure for receiving, recording, investigating, and resolving customer complaints — treating every complaint as an opportunity to improve service delivery and strengthen client relationships.
Section 01
Purpose
GQ Beyond Holdings (Pty) Ltd is committed to providing high-quality consulting, compliance, and business empowerment services to all clients. This policy establishes a clear, fair, and efficient procedure for receiving, recording, investigating, and resolving customer complaints. Our goal is to ensure that every complaint is treated as an opportunity to improve service delivery and strengthen client relationships.
Section 02
Scope
This policy applies to:
- All clients and prospective clients of GQ Beyond Holdings (Pty) Ltd and its trading divisions.
- All employees, consultants, and representatives acting on behalf of GQ Beyond Holdings.
- All services rendered under GQ Beyond Consulting, GQ Agentic AI, GQ Foundation, and Skills Training.
Section 03
Definition of a Complaint
A complaint is any expression of dissatisfaction — whether verbal or written — made by a client or member of the public regarding:
- The quality or outcome of a service provided.
- The conduct or communication of a GQ Beyond representative.
- A failure to meet agreed timelines or deliverables.
- Billing, invoicing, or payment disputes.
- Any other matter that negatively impacts the client's experience.
Section 04
Guiding Principles
GQ Beyond Holdings handles all complaints in accordance with the following principles:
- Accessibility — Clients can submit complaints through multiple channels.
- Confidentiality — All complaints and related information are treated with strict confidentiality.
- Impartiality — Each complaint is investigated fairly and without bias.
- Timeliness — Complaints are acknowledged and resolved within defined timeframes.
- Accountability — All complaints are recorded, tracked, and reviewed for service improvement.
- POPIA Compliance — All personal information gathered during the complaints process is handled in accordance with POPIA Act 4 of 2013.
Section 05
How to Submit a Complaint
Clients may submit a complaint through any of the following channels:
| Channel | Details |
|---|
| Email | info@gqbeyond.co.za — Subject line: "Formal Complaint — [Your Name]" |
| Telephone | 063 804 2305 — Request to speak with the Complaints Officer |
| In Person | By appointment at GQ Beyond Holdings offices, Gqeberha, Eastern Cape |
| Written Letter | Addressed to: The CEO, GQ Beyond Holdings (Pty) Ltd, Gqeberha, Eastern Cape |
Section 06
Complaint Handling Procedure
Step 1 — Receipt & Acknowledgement (Within 2 Business Days)
Upon receipt of a complaint, the designated Complaints Officer will: log the complaint in the GQ Beyond Complaints Register with a unique reference number; send a written acknowledgement confirming receipt, the reference number, and the expected resolution timeline; and assign the complaint to the relevant department head or consultant for investigation.
Step 2 — Investigation (Within 5 Business Days)
The assigned staff member will: gather all relevant information, documentation, and evidence; interview relevant personnel if required; assess the validity of the complaint objectively and impartially; and prepare a written summary of findings.
Step 3 — Resolution (Within 7 Business Days)
Based on investigation findings, the Complaints Officer will: propose a fair and appropriate resolution; communicate the resolution to the complainant in writing with reasons for the decision; and where applicable, implement corrective action and document the outcome.
Step 4 — Escalation
If the complainant is not satisfied with the outcome, the matter may be escalated to the CEO of GQ Beyond Holdings at
info@gqbeyond.co.za, or to an external mediator or relevant regulatory authority.
Step 5 — Closure & Follow-Up
Once resolved, the complaint is marked as closed in the Complaints Register. A follow-up communication is sent to the client within 5 business days to confirm satisfaction. All complaints are reviewed quarterly to identify recurring issues and improve service delivery.
Section 07
Complaints Register
A Complaints Register is maintained by GQ Beyond Holdings and includes the following details for each complaint:
- Unique complaint reference number
- Date of receipt
- Name and contact details of complainant
- Nature and description of the complaint
- Department or service area concerned
- Status — Open / Under Investigation / Resolved / Escalated
- Resolution outcome and date of closure
Section 08
Timeframes Summary
| Action | Timeframe |
|---|
| Acknowledgement of complaint | 2 business days |
| Investigation period | 5 business days |
| Resolution communicated to complainant | 7 business days |
| Follow-up after resolution | 5 business days |
| Escalated complaint reviewed by CEO | 3 business days |
Section 09
Responsibilities
| Role | Responsibility |
|---|
| CEO — Shrina Du Plessis | Policy oversight, final escalation authority, quarterly review of complaints register. |
| Complaints Officer | Day-to-day management of complaints, logging, acknowledgement, and resolution communications. |
| Department Heads / Consultants | Co-operate fully with investigations; provide evidence and corrective actions. |
| All Staff | Refer all complaints received to the Complaints Officer immediately; maintain professional conduct. |
Section 10
Confidentiality & Data Protection
All information collected during the complaints process is treated as confidential. GQ Beyond Holdings processes personal information in compliance with POPIA (Act 4 of 2013). Information will only be used for the purpose of resolving the complaint and will not be shared with third parties without the complainant's consent, unless required by law.
Section 11
Policy Review
This policy will be reviewed annually or when significant changes occur in legislation, business operations, or service delivery. The CEO is responsible for ensuring this policy remains current and effective.
Approval & Sign-Off
| Approved By | Shrina Du Plessis, CEO |
| Date | 04 June 2026 |
| Next Review Date | 04 June 2027 |
GQ Beyond Holdings (Pty) Ltd · info@gqbeyond.co.za · 063 804 2305 · Empowering Businesses the AGNETIC™ Way