1.How to complain
We want to hear when something has gone wrong. You can complain:
- by e-mail to bookings@mylzrentals.co.za (subject line “Complaint”);
- by WhatsApp or phone on +27 69 644 1767;
- by post or hand delivery to our registered address, [to be confirmed].
Please include your name, booking reference, what happened, what you would like us to do, and any photographs or documents. If you need help writing your complaint, or would prefer to make it orally, our team will record it for you. Complaining is free.
2.What happens next
| Step | Timeframe |
|---|---|
| We acknowledge your complaint and give you a reference number | Within 2 business days |
| A team member investigates, and may ask you for more information | As soon as possible |
| We give you a written response with our decision and reasons | Within 15 business days (we will tell you if a complex matter needs longer, and why) |
| If you are unhappy, a director reviews the complaint | Within 10 business days of your request |
3.Urgent issues during a rental
For breakdowns, accidents, safety concerns or problems at handover, do not wait for the complaints process — call our 24/7 line on +27 69 644 1767 so we can help immediately.
4.Escalating outside Mylz
If you are not satisfied with our final response, you may refer your complaint to:
- Motor Industry Ombudsman of South Africa (MIOSA) — the accredited industry ombud under the Consumer Protection Act for the automotive industry, which deals with disputes about vehicle-related services: www.miosa.co.za. MIOSA usually asks that you first give the supplier an opportunity to resolve the complaint.
- National Consumer Commission (NCC) — for alleged contraventions of the Consumer Protection Act: thencc.org.za.
- Western Cape Consumer Protector (Department of Economic Development and Tourism) — the provincial consumer protection authority, which can assist consumers in the Western Cape.
- Information Regulator — for complaints about how we process your personal information or respond to a PAIA request: inforeg.org.za, complaints.IR@inforeg.org.za. Please raise privacy concerns with our Information Officer first at bookings@mylzrentals.co.za.
- Your bank or card issuer — for disputed card transactions, subject to its own rules and time limits.
- Courts — the small claims court (for claims within its limit), the magistrates' court, or a consumer court.
Using our complaints procedure does not take away any of these rights, and you may approach these bodies at any time where the law allows.
5.Our commitments
We treat complaints fairly, confidentially and without retaliation, and we will not refuse future service because you complained. We keep a record of complaints to improve our service, and handle the personal information in them under our Privacy Policy (POPIA).
Related documents
This document is provided for general information and should be reviewed by a qualified South African attorney before use.