1.PROCEDURE FOR HANDLING COMPLAINT:

· Log in complaint on the Complaint Management System. Confirm from the customer if he received an sms notification with the ticket number, if not; issue the customer his ticket number.  Indicate the generated ticket number on the top of the letter (for written complaints).

· Ensure the complaint is escalated to the responsible officer with stipulated timeline for resolution.

· Follow up with the responsible officer for resolution and feedback. If the timeline for resolution elapses, and complaint is still pending, communicate to the customer with update of what has been done till final resolution is achieved.

· Once feedback is received, call customer to confirm resolution and close the ticket on CMS.

· All written complaints must be responded to , and the acknowledged copy filed .