Fair treatment is central to our business
You can trust that treating clients fairly is at the heart of how PWG Group conducts business, not something added at the end of a process.
Trust and transparency
Compliance & Client Information
At PWG Group, we believe that trust, transparency and responsible financial services are essential to every client relationship. We are committed to protecting personal information, providing clear information and treating clients fairly.
This section provides access to our important regulatory and compliance information, explains your rights as a client and shows you how to contact us if you need assistance.
A. Regulatory information
Our regulatory status
PWG Group operates across multiple business areas. The regulatory details below relate to one regulated legal entity within the group and should not be read as applying to every PWG Group business area.
Which entity is responsible?
The details below describe PWG Short Term Advisors (Pty) Ltd only. If a service you are considering is provided by another PWG entity, ask us for that entity's own disclosure documents before you proceed.
PWG Short Term Advisors (Pty) Ltd
An authorised Financial Services Provider.
- Legal entity
- PWG Short Term Advisors (Pty) Ltd
- FSP number
- 44153
- Company registration number
- 2012/095759/07
- VAT number
- 4170274858
These identifiers describe the legal entity above. They do not by themselves describe the financial products, services or advice available from other PWG Group business areas.
B. Privacy
Privacy & Protection of Personal Information
PWG processes personal information for legitimate business and financial-service purposes, subject to the requirements of applicable law, including the Protection of Personal Information Act (POPIA). The information we hold depends on the service you need and the relationship you enter into with us.
Information we may collect
Depending on your needs, the following information may be collected:
- Identity and contact information.
- Physical and postal addresses.
- Marital status and dependants.
- Business and asset information.
- Financial and tax information.
- Banking details.
- Other information reasonably required to assess financial needs and provide requested services.
How we may use it
Personal information may be used for purposes including:
- Providing requested products and services.
- Underwriting and processing transactions.
- Assessing and processing claims.
- Verifying and updating client information.
- Fraud prevention and regulatory compliance.
- Record keeping and audit requirements.
- Maintaining and improving client services.
Your rights over your information
Clients have rights relating to the personal information PWG holds, including the right to request access to the information held about them, and to request correction or deletion where that is legally appropriate. Where you ask PWG to keep you informed about our services and updates, that request is recorded so we can act on it, and you can ask us to stop at any time.
C. Information Officer
Your Information Officer
PWG's Information Officer is responsible for the group's information-governance obligations, including how we handle personal information and how we respond to requests for access to information.
Anton Schutte
Information Officer, PWG Group
To reach the Information Officer, use the general PWG contact channel and mark your message for the attention of the Information Officer. A dedicated email address and direct line for the Information Officer will be published here once PWG has confirmed the current details.
For PAIA requests, please see the section below for what to include in your message.
D. Access to information
Access to Information
The Promotion of Access to Information Act (PAIA) provides a process through which individuals may request access to records held by private bodies, subject to the Act. PWG maintains a PAIA manual that explains the records we hold and how we handle requests.
How to submit a request
- 1Send your request to PWG using the contact channel below, marked for the attention of the Information Officer.
- 2Describe the record or information you are asking for clearly enough for PWG to identify it, and supply the details PWG needs to locate it.
- 3PWG will confirm the prescribed request form and the fee that applies at the time of your request, and explain how your request will be handled.
Records PWG holds
The PAIA manual describes the categories of records held by PWG, including:
- Company and administration records.
- Financial records.
- Tax records.
- Personnel records.
- Operational and compliance records.
- Records of advice and client-related documentation.
Access is subject to the requirements of the Act and the applicable grounds for refusal. Submitting a request does not guarantee access to every record you ask for. The current PAIA manual, the request form and the fee that apply are provided to you when you contact us.
E. Fair treatment
Our Commitment to Treating Customers Fairly
Treating Customers Fairly is about the outcomes clients can expect: fair treatment, transparency, appropriate advice and a good standard of service throughout the relationship. These six outcomes describe what you should be able to expect from us.
Designed for appropriate client groups
Products and services are designed and selected with the needs of appropriate client groups in mind, so the offering is relevant to the people it is meant for.
Clear information and keeping you informed
You receive clear information about what you are dealing with, and we keep you appropriately informed before, during and after you become a client.
Advice built around your circumstances
Where financial advice is given, it takes account of your individual circumstances, needs and objectives rather than a one-size-fits-all recommendation.
Performance in line with reasonable expectations
Products and services perform in line with the reasonable expectations PWG has set, and the risks and limitations relevant to you are explained.
No unreasonable barriers
You are not subjected to unreasonable barriers when changing products, switching providers, submitting a claim or making a complaint.
F. Complaints & assistance
Complaints & Client Assistance
You can contact PWG if you are dissatisfied with a service, have concerns about advice you have received, or need help with a complaint. We would rather hear from you early so we can address the issue properly.
494 Indiana Avenue, Faerie Glen, Pretoria, Gauteng, 0081, South Africa
How to raise a concern
- 1
Contact PWG and explain the concern
Tell us that your message is a complaint so it reaches the right team. You can use the consultation request form, WhatsApp or visit our office.
- 2
Provide relevant details and supporting information
Include the service or interaction involved, what happened, and the outcome you are seeking. Please do not send passwords, identity numbers or unnecessary sensitive information.
- 3
PWG reviews the matter and communicates next steps
A PWG representative will review the information and contact you with the appropriate next steps or ask for clarification if something is missing.
If you need to escalate
Where a complaint cannot be resolved directly, PWG will explain the escalation route that applies to the legal entity and service involved. The external ombud or regulator details applicable to your complaint will be provided to you at that point, and are also published here once they have been confirmed for each PWG entity.
Document library
Compliance documents
PWG's compliance documents are published below. Each document is uploaded as approved, with its original content unchanged, so you can read exactly what PWG has approved.
Privacy
POPIA Policy and Compliance Framework
How PWG handles personal information, the purposes it is used for and the rights clients have over that information.
- Document date
- 12 January 2023
- File type
Pending approval — not yet published
This document is being re-reviewed by PWG compliance. It will be published here as a download once it has been approved for release.
Ask us for a copyAccess to information
PAIA Manual
How to request access to records held by PWG under the Promotion of Access to Information Act, and how those requests are handled.
- Document date
- 12 January 2023
- File type
Pending approval — not yet published
This document is being re-reviewed by PWG compliance. It will be published here as a download once it has been approved for release.
Ask us for a copyFair treatment
Treating Customers Fairly Policy
PWG's policy commitment to fair treatment, clear information, suitable advice and responsible outcomes across the client relationship.
- Document date
- 12 January 2023
- File type
Pending approval — not yet published
This document is being re-reviewed by PWG compliance. It will be published here as a download once it has been approved for release.
Ask us for a copyNeed help or have a question?
Contact PWG and we will point you to the right person for information, privacy, PAIA or complaint matters.