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:

- 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!