Kganya Botswana Complaints Resolution Policy 2025

4 Therefore, it is the view of Kganya that time spent on handling complaints is an investment in better service to ZCC members; and it is committed to dealing with complaints confidentially and with due respect and that Complainants will not be victimised. APPLICATION OF POLICY This policy applies to Kganya Botswana and all of its Employees. DEFINITIONS “Complaint” means an expression of dissatisfaction by a Complainant relating to a product or service provided or offered by Kganya, or to an agreement with Kganya in respect of its products or services and indicating that – (a) Kganya or its Service Provider has contravened or failed to comply with an agreement, a law, a rule, or a code of conduct which is binding on Kganya or to which it subscribes; (b) Kganya or its Service Provider’s maladministration or wilful or negligent action or failure to act, has caused the Complainant harm, prejudice, distress or substantial inconvenience; or (c) Kganya or its Service Provider has treated the Complainant unfairly, regardless of whether such an expression of dissatisfaction is submitted together with or in relation to a Client query. “Complainant” means a person who has submitted a specific Complaint to Kganya Botswana, or, to the knowledge of Kganya, to Kganya’s Service Provider and who – (a) is a Client of Kganya and has a direct interest in the agreement, product or service to which the Complaint relates;