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CEDA COMPLAINTS PROCESS

CEDA COMPLAINTS PROCESS

At CEDA we value each and every customer and we will assist you in the best possible way with diligence and respect. We pledge to provide a warm, efficient and courteous service when interacting with you. While it is our goal to serve you well the first time, we understand that you may not be entirely satisfied with our service or the manner in which your application has been handled.

Therefore, if we have not delivered to your expectations, please bring it to our attention by following these steps:

STEP 1: BRANCH MANAGER

  • If your complaint is in regards to your application, lodge your complaint through the Branch Manager’s office.
  • Complaints relating to Branch Manager’s office, Legal Services, Finance, Appeals and other Agency concerns are to be directed to the Head of Client Relations.
  • An acknowledgement letter will be provided if the complaint is not resolved at first point of contact.
  • The complaint will be resolved within 10 working days.

STEP 2: REGIONAL MANAGER (SOUTH, NORTH, NORTH-WEST)

The Regional Manager (South, North, North West) will assist you if the Branch Manager has not been able to resolve the complaint to your satisfaction. The complaint will be resolved within 5 working days.

STEP 3: HEAD OF CLIENT RELATIONS

  • If the Regional Manager (South, North, North West) is not able to resolve the complaint, the complaint will be referred to the Head of Client Relations.
  • The Head of Client Relations will attend to your complaint and resolve it within 3 working days.

 

STEP 4: CHIEF OPERATIONS OFFICER

  • The Chief Operations Officer will handle further escalated complaints should they be not resolved by the Head of Client Relations.
  • The complaint will be resolved within 3 working days.

 

STEP 5: CHIEF EXECUTIVE OFFICER

If you are still not satisfied with the resolutions taken above, the complaint will be escalated to the Chief Executive Officer. Write your full name, contact details and nature of your complaint. A response will be provided within 2 days. Escalations are to be emailed to ceo@ceda.co.bw 

 

Note: Please ensure that you have exhausted all the above channels before you escalate to the Chief Executive Officer, or beyond. Any complaint that has not exhausted the channels above will not be considered.