Complaints Procedure

01How to complain

Send your complaint to commodities@newxearth.com with 'Complaint' in the subject line, or call +27 61 586 9195. If your complaint concerns a live transaction, you may also raise it inside the transaction room as an exception so it is recorded against the file.

02What to include

• Your name, organisation and the role you act in.
• The transaction reference (for example NEC-2026-000001) or application reference.
• What happened, when it happened and who was involved.
• What outcome you are seeking, and any supporting documents.

03What happens next

• Acknowledgement within 3 business days.
• A substantive response within 15 business days. If the matter is complex, we will tell you why more time is needed and give a revised date, not exceeding 30 business days.
• The complaint is reviewed by a desk officer who was not involved in the decision complained about.
• The outcome, the reasons for it and any corrective action are recorded in the transaction audit history.

04Escalation

If you are not satisfied with the outcome, you may ask for review by the trustees of NewEarth Nation Trust 14. Escalation requests should be sent to commodities@newxearth.com marked 'Escalation'.

Nothing in this procedure limits your right to pursue a remedy available to you at law or under your contract.

05Records

Complaints and their outcomes are retained for 7 years in line with our Data Retention Policy.