What is a complaint?

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:

• The quality and standard of service.
• Failure to provide a service.
• The quality of facilities or trading resources.
• Treatment by or attitude of a staff member or contractor.
• Inappropriate behaviour by a staff member or contractor.
• The failure of the Exchange to follow an appropriate administrative process;
• Dissatisfaction with the Exchange’s policy, although it is recognised that policy is set at the discretion of the Eswatini Stock Exchange as mandated by the Financial Securities Regulatory Authority (FSRA).

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:

• A routine, first-time request for a service.
• A request for information or an explanation of policy or practice.
• A response to an invitation to provide feedback through a formal mechanism such as a questionnaire or committee membership will generally not be treated as a complaint.
• An issue which is being, or has been, considered by a court or tribunal.
• An attempt to have a complaint reconsidered where the Exchange’s procedure has been completed and the Exchange’s decision has been issued;
• A grievance by a member of staff which is eligible for handling through the appropriate Human Resources grievance procedure. 

Who can make a complaint?

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:

• Issuers of securities or instruments listed and traded on the Eswatini Stock Exchange platform.
• Direct and indirect participants on the ESE;
• Members of the public, where they have a complaint about matters which are (or which were at the time the issue arose) the responsibility of the Exchange.  

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

• ESE COMPLAINTS HANDLING PROCEDURE MANUAL
• ESE COMPLAINTS ACTION FORM

All complaints must be hand delivered to the ESE office or sent via email to complaints@ese.co.sz