Kganya Botswana Complaints Resolution Policy 2025

12  At any Kganya Botswana Service Centre  To any Kganya Botswana Employee  Directly by way of e-mail to complaints@kganya.co.bw  With the Kganya Call Centre How to complain All Complaints should be made in writing, save for instances where a ZCC member is only able to make such a Complaint verbally. The Kganya Employee receiving the verbal Complaint will ensure that such Complaint is transcribed as described above. Information required from a Complainant A Complainant should ensure that his/her Complaint is as comprehensive as possible and that it includes the redress sought. Where Complainants can access the Complaints Resolution Policy Kganya will ensure that the Complaints Resolution Policy is available on the Kganya Botswana Website and that a copy thereof will be made available to any Complainant upon request. RESPONSIVENESS The Principal Officer will ensure that all Kganya Botswana Employees are made aware of the content of the Complaints Resolution Policy and procedures. The Principal Officer will ensure that the Complaints Resolution Policy and procedures are placed on Kganya’s intranet. The Principal Officer will ensure that all Complaints are dealt with in a timely manner as per the timelines laid down in the Complaints Management Process, considering that some categories of Complaint are to be responded to more quickly than others.