FPI SA
1.5 CPD points
3 modules
NOTE
This course was developed jointly by Compliance Online and Compli-Serve, combining practical regulatory expertise with leading e-learning design to help financial institutions prepare for South Africa’s evolving conduct framework.
This course is suitable for all employees whose work can influence customer outcomes, including advisers, representatives, client service staff, administrators, operations teams, claims personnel, complaints handlers, compliance staff and line managers. While the examples are drawn from financial services, the underlying conduct principles are relevant across the customer journey.
overview
Policies don’t prove fair customer outcomes. People, decisions, records and evidence do.
Treating Customers Fairly (TCF) is the South African conduct framework that aims to improve fair customer outcomes across the financial services sector. COFI is expected to build on these conduct principles by placing greater emphasis on how financial institutions demonstrate fair customer outcomes in practice.
Preparing for COFI is no longer just about having the right policies, governance structures or conduct frameworks in place. Increasingly, organisations will need to demonstrate that fair customer outcomes are understood, embedded, acted on and evidenced across the business.
That is where “paper TCF” becomes a risk. A firm may have approved the right framework, yet still struggle to show how employees recognise the everyday decisions, conversations, records, complaints, claims, handovers and escalations that shape customer outcomes.
This course helps employees connect each of the six TCF outcomes to the ordinary business activities and records that form part of the organisation’s evidence trail.
Building that practical awareness is one part of preparing for COFI’s conduct expectations, but equally important is ensuring that managers and leaders reinforce these behaviours through supervision, oversight and accountability.
Read more about why this TCF course is different
The course
What this TCF course covers
This TCF training course helps employees understand Treating Customers Fairly, the six TCF outcomes, and how those outcomes are supported, weakened and evidenced in everyday work.
The course goes beyond recognising customer touchpoints. It helps employees see how advice, service interactions, administration, disclosures, records, handovers, complaints, claims, delays and escalations can create the evidence a business may rely on to demonstrate fair treatment in practice.
Through practical workplace scenarios, employees see how ordinary business activities can strengthen or weaken fair customer outcomes.
Rather than treating TCF as a framework to remember, the course helps employees recognise it as a practical conduct responsibility. That awareness supports organisations as they prepare for COFI by helping make fair customer outcomes more visible in day-to-day business practice.
Reality check
Your TCF framework is only as strong as the decisions, records and evidence created in everyday work.
From awareness to evidence
Making TCF visible in practice
TCF evidence is not only created in board packs or compliance reports.
It is also created in ordinary records, file notes, handovers, complaint logs, claim records, delay notes and escalation trails that show how customer issues were understood, handled and followed up.
This course helps employees recognise that these records are not simply administrative requirements; they are part of the evidence trail that helps an organisation show how fair customer outcomes were considered in practice.
Help employees see TCF as a practical conduct responsibility, not just a set of outcomes to remember.
Got questions? Start here.
What is TCF training?
TCF training for COFI readiness helps financial institutions turn Treating Customers Fairly from a framework on paper into visible fair customer outcomes in day-to-day business practice.
It helps employees understand Treating Customers Fairly, the six TCF outcomes, and how ordinary business decisions, records and customer interactions can affect fair customer outcomes.
This course focuses on practical awareness, helping employees recognise where customer fairness can be supported, weakened and evidenced in everyday work.
How does this course support regulatory readiness under COFI?
This course supports regulatory readiness under COFI by helping employees recognise how their everyday work can influence fair customer outcomes and the evidence used to demonstrate them.
That awareness supports an organisation’s broader COFI preparation by making TCF more visible in day-to-day business practice. Training is one part of regulatory readiness and should sit alongside governance, controls, supervision, reporting and customer outcome monitoring.
Does TCF training guarantee fair customer outcomes?
No. TCF training supports employee awareness. Fair customer outcomes also depend on governance, controls, supervision, reporting, culture, management decisions and how the business monitors customer outcomes.
Who needs TCF training?
This course is suitable for all employees whose work can influence customer outcomes, including advisers, representatives, client service staff, administrators, operations teams, claims personnel, complaints handlers, compliance staff and line managers. While the examples are drawn from financial services, the underlying conduct principles are relevant across the customer journey.
The organisation should decide the audience based on its structure, customer journey and internal responsibilities.
What is “paper TCF”?
“Paper TCF” refers to policies, frameworks and completion records that show TCF has been addressed formally, but do not necessarily show whether fair customer outcomes are understood in day-to-day business practice.
COFI makes this gap more important because firms may increasingly need to demonstrate that fair customer outcomes are embedded, evidenced and acted on across the business.
Why does TCF evidence matter for COFI?
TCF evidence matters because fair customer outcomes may need to be visible beyond policy statements, frameworks and training registers.
Financial institutions may need to show how the six TCF outcomes are understood, supported and applied in everyday work. That evidence may sit in governance records, product documents, disclosures, complaint information, sales processes, customer outcome monitoring and ordinary records of how customer issues were handled.
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