Kganya Botswana Complaints Resolution Policy 2025

8 either by another Kganya Botswana Employee confirming in person with the Complainant the details of the Complaint or by way of the other Kganya Botswana Employee listening to the call recorded in the Call Centre. In respect of call recordings, the Kganya Botswana Employee responsible for receiving the verbal Complaint must ensure that the relevant recording is copied and saved appropriately to a separate and easily traceable electronic folder. Thereafter, the Kganya Botswana Employee must submit electronically and in writing such transcription and call recording, if available, to the Principal Officer. All Kganya Botswana Employees must submit Complaints in writing within 24 hours of having received the Complaint. Complaints Categorisation Complaints will be categorised into the following categories:  External Complaint: Relating to either an IIA Complaint or a Complaint from a ZCC church committee.  Internal Complaint: Relating to services provided by any Kganya subsidiary to another Kganya subsidiary or any other internal Complaint made by a Kganya Botswana Employee, relating to Kganya. Complaints Management Process Once a Complaint has been received in writing through the complaints@kganya.co.bw mailbox, the Principal Officer will: Ensure that receipt of the Complaint is acknowledged to the Complainant within 5 working days and Complainants are promptly informed of