For the purpose of this procedure, a complaint may be defined as 'an expression of dissatisfaction by one or more individuals or organisations about the standard of service, action or lack of action by or on behalf of the Eswatini Stock Exchange.’ This expression of dissatisfaction does not necessarily have to be justified.
A complaint may therefore relate to:
Although the above list is not exhaustive, not every concern raised with the Exchange can be categorised as a complaint. For example, the following are not complaints eligible for pursuing under this Procedure:
This procedure covers complaints from anyone who receives, requests or is affected by the services offered by the Eswatini Stock Exchange. This includes, although is not limited to:
The basic processes for investigating complaints are the same for all user of the Exchange’s products and services.
ESE recognises that some individuals may be unable or reluctant to make a complaint on their own. In these instances, the Exchange shall accept complaints brought by a representative of the person(s) dissatisfied with the Exchange, as long as the affected person(s) has/have unequivocally given their consent under the requirements of the relevant laws.
As with anonymous complaints, sufficient information must also be provided by the representative to enable the Exchange to investigate the concerns raised. Complaints made by a representative under the written authority of the person(s) originally affected will be dealt with according to the same timescales outlined within this Procedure.
Please download the following documents
All complaints must be hand delivered to the ESE office or sent via email to complaints@ese.co.sz