Complaints Handling Procedures


Complaints handling procedure

The Fund has the following procedures in place to handle complaints:

Complaints are captured through any of the following methods:

- Via email (,

Telephonically, +264614317740

The complaint is acknowledged by the administrator and categorized;

The Fund then appoints a dedicated Appeals Administrator (“AA”) from amongst its senior staff members.

- The AA must create and maintain an easy-to-reference database of all the appeals made (“Appeals Log”),

The Appeals Administrator then proceeds with investigating the complaint and may contact all the parties’ central to the complaint.

The Appeals Administrator is accountable to the Accounting Officer – the CEO of the Fund.


For more information on the procedures, follow the link below!

EIF Complaints Policy and procedures.