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| Complaints |
- Receptionist receives the walk - in complainant.
- Gather the following information: to find out if it is a new complaint; a follow up; advice case and notify the complaints officer.
- Receptionist records the information in the visitor’s register book at the reception, which also keeps information on telephone calls recorded on a daily basis.
- Complaints officer interview the complainant following the above-mentioned filing a case procedure.
- After analyzing the legality and relevance of the case, complainant is asked whether s/he is prepared to meet administration costs for handling a complaint.
- Complainant is asked to complete a complaint and recovery form under the supervision of the complaints officer.
- Complainant is referred to the Receptionist who will ask for a complaints handling fee which varies with the total value of the complaint and a membership fee of Z$500 000.00 (Five hundred thousand dollars).
- Receptionist writes the receipt number, value of the complaint and date on the complaints and recovery form.
- Advise the complainant of step to be taken/ followed in the process of resolving the complaint.
- Gather all relevant information through investigation and consultation.
- Contact the respondent or a party complained against to ascertain points of dispute.
- Evaluate facts of both parties and make a conclusion.
- Assess possible risks of the conclusion by obtaining further information from books and expert as well as colleagues.
- Make a decision and inform both parties of the outcome of the matter.
- After recovery, complainant pays 10% to CCZ’s receptionist.
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| Contact the head office or regional offices |
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