Complaints and Appeals Process

Prime Chapters is operated by PRIME CHAPTERS (Pty) Ltd, registration number 2026/529240/07. Prime Chapters is a South African friendship, companionship and social-connection community for people aged 50 and older, including people who turn 50 during the current calendar year.

Submitting a complaint

Email support@primechapters.co.za or use the official call/WhatsApp number. Include the registered account details, a clear description, relevant dates and supporting screenshots or records. Do not submit unnecessary private information.

Timeframes

• Prime Chapters aims to acknowledge a complaint within 3 business days.
• Prime Chapters aims to provide an outcome or meaningful progress update within 10 business days.
• Complex safety, technical, banking or legal matters may require more time, in which case the complainant will be updated.

Appeals

An appeal should be submitted within 14 days after the decision and explain why the outcome should be reconsidered. Where reasonably possible, the appeal will be reviewed by a person other than the original decision-maker. An appeal does not automatically suspend a safety restriction.

External rights

Using this process does not remove a person’s right to approach the Information Regulator, National Consumer Commission, another competent regulator, tribunal or court where applicable.