Kganya Botswana Complaints Resolution Policy 2025

2 Contents INTRODUCTION ...................................................................................................................... 3 COMMITMENT ........................................................................................................................ 3 APPLICATION OF POLICY ..................................................................................................... 4 COMPLAINTS MANAGEMENT PROCEDURE (CMP) ........................................................ 6 VISIBILITY AND ACCESS ..................................................................................................... 11 RESPONSIVENESS ............................................................................................................... 12 FEEDBACK ............................................................................................................................. 13 ESCALATED COMPLAINTS RESOLUTION PROCESS ..................................................... 13