Customer Complaints Policy

Updated 7 November 2026

Help My Child (Pty) Ltd aims to provide accurate, practical and accessible learning, and a reliable service. If something has gone wrong, we want to know so that we can put it right.

What you can complain about
You can raise a complaint about any part of our service, including course content, access to a course, certificates, payments, or how we have communicated with you.

How to make a complaint
Email info@helpmychildcpd.com with:

your name and the email address on your account
the course or order concerned
a description of the problem and, if relevant, screenshots
the outcome you are seeking

If you need to make a complaint in another way because of a disability or access need, tell us and we will arrange it.

What happens next

Acknowledgement: we will confirm receipt of your complaint within 2 business days.
Review: complaints are handled personally by the founder, Jouré Rustemeyer. Where possible, we will resolve the matter in our first reply.
Response: if the complaint needs investigation, we will send a full written response within 15 business days. If it will take longer, we will tell you why and give you a new date.

Possible outcomes
Depending on the complaint, we may correct course content, fix an access or technical problem, reissue a certificate, correct a payment error, or explain the reasons for our decision. Refunds are given only as set out in the Return and Refund Policy in our Terms and Conditions.

If you are not satisfied
If you are unhappy with our response, reply to tell us why and we will review the complaint again. If the matter is still unresolved, you may contact the consumer protection authority in your country. In South Africa, this is the National Consumer Commission.

How we use complaints
We review complaints regularly to improve our courses and service.