Kganya Botswana Complaints Resolution Policy 2025

3 INTRODUCTION As Kganya Botswana (Kganya) is committed to fair and transparent Complaints handling, it has decided that for purposes of transparency, accountability and good governance to implement an effective Complaints Management Procedure. Effective management of Complaints by Kganya is a vital component of financial consumer protection and it fully supports treating customers fairly, to ensure that “Customers do not face unreasonable post-sale barriers imposed by firms to change product, switch providers, submit a claim or make a complaint.” The object of this policy is to ensure that Complaints are handled in a timely and fair manner and are investigated and responded to promptly. COMMITMENT Kganya is committed to ensuring that Complaints are dealt with in a responsive, efficient, effective, fair and economical way. The Principal Officer will be responsible for the operation of the Complaints Management System – see paragraph 4. - and the achievement of outcomes. Kganya states that it –  acknowledges the right of the ZCC members and its Service Providers to complain when dissatisfied with a service and encourages feedback from members and Service Providers;  desires all Kganya Botswana Employees to be ’complaints friendly’ and not defensive or negative about feedback and complaints;  recognises that properly handled and analysed complaints, together with associated feedback, help Kganya to improve its business processes.