The primary responsibility for compliance of the Company and its Direct Sellers with the Code shall rest with each Company. In case of any breach of this Code, Companies shall make every reasonable effort to satisfy the complainant.
DSAP shall appoint an independent person or body as Code Administrator. The Code Administrator shall monitor Companies' observance of this Code by appropriate actions and shall be responsible for complaint handling and a set of rules outlining the process of complaint resolution. The Code Administrator shall settle any unresolved complaints of Consumers based on breaches of this Code.
The Code Administrator may require the cancellation of orders, return of products purchased, refund of payments or other appropriate actions, including warnings to Direct Sellers or Companies, cancellation or termination of Direct Sellers' contracts or other relationships with the Company, and warnings to Companies.
DSAP and the Code Administrator shall establish, publicize and implement complaint handling procedures to ensure prompt resolution of all complaints. Companies shall also establish, publicize and implement complaint handling procedures under their individual complaints, handling processes to ensure prompt resolution of all complaints.
If you have a complaint against a direct selling company that is a member of the Direct Selling Association of Pakistan (DSAP) for any business practice you believe is unethical or illegal and a violation of the Code of Conduct, we recommend the following available options.
List the amount and cost of product, if relevant, also give details of invoices and other supporting documents
Efforts you have made to resolve the matter (copies of e-mails or letters) Outcome of the efforts made to resolve the matter
Responses from the parties to resolve the matter, if any
On receipt of the complaint it will first be forwarded to the company and the Code Administrator. The company must respond within 21 days.
If still the complainant is not satisfied with the decision of the Code Administrator then it would be advisable for the complainant to seek legal recourse for redressal of his grievances.
All Companies are required to publicize DSAP's Code of Ethics to their Direct Sellers and consumers.