Complains Handling

• The Customer care Assistant shall receive and log on all customer complaints in the complaints register and data base.
• The Customer care Assistant shall open a routing log for all registered customer complaints and enquiries.
• The Customer Care Assistant shall then forward the registered complaints and enquiries to the Customer Relation officer who shall determine the respective officer to identify the action to be taken and address the complaint for response by the respective officer.
• The Customer Care Officer shall issue an acknowledgement letter to the customers within three (3) days from the date of receipt of the complaint.
• At the end of the due date and upon receipt of response from the respective officer the customer relations officer shall evaluate whether the corrective action has been put in place and whether it is effective.
• If it is found to be effective, the customer relations officer shall close out the transaction.
• If not effective the respective officer shall determine/recommend an appropriate action.
• The Customer Care officer shall issue a final reply to the consumer within seven (7) working days after the due date.
• The Customer Care Officer shall post and update the customer complaint database.
• The Customer Care Officer shall compile and generate the reports on a monthly basis.