Complaints Procedure Terms and Conditions

  1. NAMA is a voluntary organization and hold no regulatory power but we align ourselves with not only our own code of conduct but also that of the EAAB and CSOS.

  2. Only complaints against NAMA Members will be addressed and NAMA reserves the right without limitation to provide comment or to act on any complaints received.

  3. Where a member has been found guilty of an offence by a Court of Law, by adjudication order or by full investigation of the Ethical committee membership of a member may be terminated.

  4. NAMA only acts as a portal for promoting commination between the parties concerned to find an amicable solution to the complaint received. NAMA do not undertake to present any outcome on complaints received.

  5. NAMA does not have the recourses to investigate matters:

    • Where the matters are of a contractual or management nature
    • Personal disputes
    • Where legal action has already begun
    • Disputes regarding personal levy accounts or levy collection
  6. All complaints must be endorsed by at least one trustee currently holding office to ensure that all available resources have been utilised before a complaint is recorded.

  7. NAMA Members will have the opportunity to respond to complaints received but is not required to do so. We provide at least 14 days for any response.

  8. Should the complainant wish to escalate the matter in respect of ethical related issues, the application will be referred to the ethics committee:

    • The application will involve a non-refundable deposit
    • The committee shall at its own discretion decide to engage or pursue the complaint
    • The complainant shall be required to furnish such evidence as may be required in the form of a written affidavit and relevant supporting documents
    • The committee may appoint legal representation or assistance at cost of the complainant
    • After consideration of all evidence the committee may dismiss the matter or if the matter may conclude a prima facia case of unprofessional conduct the committee may inform the member accordingly
    • A hearing may be conducted