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Part 5. Code Enforcement

5.1 Companies' Responsibilities

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.

5.2 Code Administrator

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.

5.3 Remedies

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.

5.4 Complaint Handling

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.

5.5 Complaint Handling Procedure

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.

  • 1. Address the complaint to the Code Administrator and to the Secretary General, Direct Selling Association of Pakistan.
  • 2. The complaint against the company should be in writing and should include the following basic information:
  • a. Date and details of the incident
  • b. The parties involved
  • c. Identify the violation of the code

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

Present status of the complaint

On receipt of the complaint it will first be forwarded to the company and the Code Administrator. The company must respond within 21 days.

  • e. Code Administrator and Secretary General to review the reply from the company and if prima facie it is found to be a genuine complaint then the company will have to compensate the complainant - either financially, or replace the product, or give another product in lieu, or as advised by the Code Administrator. If no prima facie case to inform the complainant accordingly. All action to be completed within 21 days.
  • f. Every member company must have a Code Compliance Officer/Customer Service Officer. Contact details to be made available on the company's website/with DSAP.
  • g. Every company that is a member of DSAP must adhere to the Code of Ethics.
  • 3. If the company disputes the allegations contained in the complaint, or omits or fails to take any action to represent his case within time frame given by the Code Administrator then the Code Administrator should proceed to settle the dispute;
  • a. On the basis of evidence brought to the notice by the complainant and the opposite party, where the opposite party denies and disputes the allegations contained in the complaint, or
  • b. On the basis of evidence brought to the notice by the complainant where the opposite party omits or fails to take any action to represent his case within the time given by Code Administrator.
  • c. The Code Administrator may accordingly on the basis of the material available before it either dismisses the complaint or direct the company to compensate the complainant either financially, or replace the product, or give another product in lieu thereof, or issue such other directions as may fairly resolve the dispute between the parties.

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.

5.6 Publication

All Companies are required to publicize DSAP's Code of Ethics to their Direct Sellers and consumers.