Kganya Botswana Complaints Resolution Policy 2025

13 FEEDBACK Kganya commits that –  Complainants will be advised of outcomes by the Principal Officer, where applicable, as soon as possible after a decision is made;  Complainants will be given reasons by the Principal Officer for negative decisions, where applicable;  Complainants will be advised by the Principal Officer of any available internal review options and/or any statutory external Ombud options, where applicable;  Internal Complaints by a Complainant, revealing a problem, will be communicated by the Principal Officer to the area responsible for possible systemic improvement and a senior Kganya Employee will have responsibility for following this up;  Kganya’s risk management function will in terms of Kganya’s governance and control processes (including risk management, internal and external audit and compliance function) ensure ongoing monitoring and management reporting on the effectiveness of and compliance with Kganya’s Complaints Resolution Process, including by Service Providers. ESCALATED COMPLAINTS RESOLUTION PROCESS In instances where a Complaint has been rejected, the Complainant may escalate the Complaint to NBFIRA. A Complainant may escalate his/her complaint to NBFIRA in the event of the following: