Complete legal, governance and platform policy framework.

Prop Trust Index is an independent operational accountability and benchmarking platform for the South African property sector.

The platform measures operational performance, responsiveness, service reliability, issue resolution, communication standards, maintenance accountability, and management conduct across property management companies, student accommodation operators, residential landlords, facilities management companies, and related service providers.

Prop Trust Index is not a review website. Prop Trust Index is not an ombud. Prop Trust Index is not a regulator. Prop Trust Index is not a court. Prop Trust Index does not publish complaints.

Prop Trust Index publishes aggregated accountability indicators and operational trust metrics derived from verified submissions, company responses, and platform assessment processes.

By accessing or using Prop Trust Index, users agree to comply with these terms.

Users may:

• Submit complaints
• Submit evidence
• View public profiles
• View public trust indicators
• Claim company profiles
• Purchase subscriptions
• Submit appeals
• Submit corrections

Users may not:

• Submit false information
• Submit fraudulent evidence
• Harass companies
• Harass complainants
• Manipulate scores
• Upload malicious files
• Use the platform for extortion
• Use the platform for intimidation
• Impersonate another person
• Publish unlawful content

Prop Trust Index reserves the right to suspend, restrict, remove, or terminate access where abuse is suspected.

The purpose of Prop Trust Index is to improve transparency, accountability, and operational standards within the property sector.

The platform is intended to assist:

• Residents
• Tenants
• Students
• Parents
• Investors
• Universities
• Lenders
• Property owners
• Institutional clients

The platform is not intended to punish, shame, or defame any organisation.

Any person may submit a complaint free of charge.

Complaints may relate to:

• Maintenance
• Communication
• Billing
• Utilities
• Safety
• Security
• Deposits
• Lease administration
• Facilities
• Property management conduct
• Student accommodation management
• Service delivery

Complaints must be submitted honestly and in good faith. Complaints may require supporting evidence. Submitting a complaint does not automatically affect a company's score. All submissions undergo review.

Prop Trust Index may reject duplicate, malicious, spam, unsupported, abusive, or irrelevant complaints.

Evidence may include:

• Emails
• Photographs
• Videos
• Lease correspondence
• Maintenance logs
• Invoices
• Proof of payment
• Billing statements
• Inspection reports
• Contractor reports
• WhatsApp conversations
• Service requests

Evidence is assessed according to authenticity, relevance, completeness, reliability, and verifiability.

Prop Trust Index may request additional evidence and may disregard evidence that cannot be reasonably verified.

Every complaint may be classified as:

• Submitted
• Evidence Requested
• Under Review
• Company Notified
• Company Responded
• Partially Verified
• Verified
• Not Verified
• Upheld
• Partially Upheld
• Not Upheld
• Resolved
• Unresolved
• Closed
• Duplicate
• Withdrawn
• Rejected

These classifications are internal platform statuses only and do not constitute legal findings.

Every listed company has the right to respond.

Companies may submit:

• Explanations
• Supporting evidence
• Resolution records
• Contractor reports
• Maintenance records
• Communication records
• Payment records
• Compliance records

Basic response rights remain free. No company is required to purchase a subscription in order to respond. Failure to respond may impact accountability indicators.

Prop Trust Index follows four fairness principles:

• Evidence before scoring.
• Right of reply before classification.
• Consistent methodology.
• Continuous review.

No company will be penalised solely because a complaint was submitted.

Public profiles may contain:

• Company name
• Trust Index Score
• Category Scores
• Resolution Rate
• Response Rate
• Trend Indicators
• Verified Status
• Benchmark Ranking

Public profiles will not contain:

• Complaint details
• Resident names
• Student names
• Unit numbers
• Lease agreements
• Personal information
• Submitted evidence

Only aggregated indicators are displayed.

The Trust Index is generated using a weighted accountability model. Illustrative weighting:

• Responsiveness — 20%
• Resolution Performance — 25%
• Maintenance Reliability — 15%
• Communication Quality — 15%
• Safety and Compliance — 10%
• Billing and Administration — 5%
• Resident Experience — 5%
• Improvement Trend — 5%

The methodology may be updated from time to time. Scores are dynamic and may increase or decrease based on ongoing operational performance.

The purpose of the platform is improvement. Companies may improve scores through:

• Faster responses
• Verified resolutions
• Reduced repeat complaints
• Improved communication
• Better maintenance performance
• Verified corrective actions

The platform recognises operational improvement.

Any company may challenge a score, a classification, a benchmark result, or a trust indicator. Appeals must be supported by evidence.

Possible outcomes include:

• No change
• Score adjustment
• Reclassification
• Exclusion from scoring
• Further investigation

Prop Trust Index reserves final determination rights.

Companies may request review of information they believe is incorrect, outdated, misleading, or incomplete.

Prop Trust Index may correct, remove, amend, suspend, or reject requests.

Verified information will not automatically be removed simply because it is unfavourable.

Prop Trust Index complies with applicable South African privacy legislation including POPIA.

Information collected may include name, email address, contact details, property details, complaint information, supporting evidence, and company information.

Personal information is collected for verification, communication, scoring, dispute resolution, platform administration, and fraud prevention.

Personal information will not be sold. Reasonable security measures will be maintained. Users may request access to their information subject to legal requirements.

Records may be retained for verification, audit, legal compliance, fraud prevention, appeals, and platform integrity.

Prop Trust Index may anonymise data after retention periods expire.

Anonymous reporting may be permitted. Anonymous reports may carry reduced scoring weight, require additional verification, or be excluded from scoring.

Prop Trust Index may require identity verification before affecting public trust indicators.

Companies may apply for verified status. Verification confirms identity only. Verification does not improve scores and does not guarantee positive rankings.

Verification may require CIPC registration verification, company contact verification, domain verification, and management verification.

Verified status may be revoked if information becomes inaccurate.

Verified subscribers may display the Prop Trust Index Verified Badge. Badge use is permitted only while verification remains active.

Badge use may not misrepresent scores, misrepresent rankings, suggest endorsement, or suggest certification.

Improper badge use may result in removal.

Paid subscriptions may include analytics dashboards, benchmark reports, complaint insights, trend analysis, verified profiles, website trust badges, investor reports, and industry benchmarking.

Subscriptions do not guarantee favourable scores. Subscriptions do not influence scoring outcomes. All scoring remains independent.

Prop Trust Index may provide paid investor and institutional reports containing risk indicators, trend analysis, operational performance indicators, and benchmarking information.

Reports are informational only. Users remain responsible for independent investment decisions.

Prop Trust Index may use artificial intelligence and automated systems to categorise complaints, identify duplicates, detect fraud indicators, assess trends, and support scoring calculations.

Human oversight may be applied where necessary. Automated systems assist decision making but do not replace final platform governance.

Prop Trust Index provides information for transparency and accountability purposes. The platform does not guarantee accuracy of third-party submissions, future performance, company conduct, investment outcomes, occupancy outcomes, or rental outcomes.

Users rely on platform information at their own risk.

To the fullest extent permitted by law, Prop Trust Index excludes liability for indirect, incidental, consequential, or economic losses arising from use of the platform.

Prop Trust Index is an operational accountability platform. Prop Trust Index does not make legal findings, does not determine liability, does not determine contractual breaches, and does not provide legal advice.

Trust indicators represent platform-generated operational accountability assessments based on available information and methodology.

Users should obtain independent professional advice before making important decisions.

These terms are governed by the laws of the Republic of South Africa. Any disputes shall be subject to the jurisdiction of the South African courts.

Email: support@proptrustindex.co.za

Website: www.tfc-proptrust.co.za

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