At CEDA, we value all our customers and strive to assist every client with diligence and respect, as swiftly and efficiently as possible. While best efforts are made to ensure the best possible service first time, every time, we understand that at times, you may not be entirely satisfied with how we have served you.
If we have not met your expectations and failed to deliver on our service promises, please bring it to our attention by following these steps:
Level 1: Branch Manager
- If your complaint is in regard to your application, lodge your complaint through the Branch Manager’s office.
- Email: BranchManager.[Name of Branch]@ceda.co.bw
- Contact numbers per branch are as follows:
- Gaborone: 370 9601
- Hukuntsi: 659 8853
- Kanye: 544 6351
- Molepolole: 592 4011
- Tsabong: 654 7771
- Francistown: 242 6803
- Letlhakane: 297 5059
- Palapye: 494 2954
- Selebi-Phikwe: 262 4803
- Ghanzi: 659 8853
- Kasane: 625 5701
- Maun: 682 2071
- Shakawe: 680 8501
- Tutume: 298 7003
- An acknowledgement letter will be provided for every complaint logged.
- The Agency commits to resolving your complaint within 5 working days.
Level 2: Regional Manager
- In the event that the Branch Manager is unable to assist you to your satisfaction within 5 working days of your original complaint, escalation to the Regional Manager can be made.
- Email: LocationRegion@ceda.co.bw
- Contact numbers:
- Regional Manager South: 544 6369
- Regional Manager North: 241 2775
- Regional Manager North-West: 680 2062
- Regional Manager Gaborone: 370 9601
- The Agency commits to resolving your complaint within 5 working days.
- Regional branch groupings:
- Gaborone Region branches: Gaborone branch
- South Region branches: Hukuntsi, Kanye, Molepolole and Tsabong
- North Region branches: Francistown, Letlhakane, Palapye, Selebi-Phikwe and Tutume
- North-West Region branches: Ghanzi, Kasane, Maun and Shakawe
Level 3: Head of Customer Experience
- In the event that the Regional Managers are unable to resolve your complaint to your satisfaction, escalation to Head of Customer Experience can be made.
- Email: customerexperience@ceda.co.bw
- Contact number: 399 1021
- The Agency commits to resolving your complaint within 5 working days.
Level 4: Chief Operations Officer
- In the event that the Head of Customer Experience is unable to resolve your complaint to your satisfaction, escalation to Chief Operations Officer can be made.
- Email: coo@ceda.co.bw
- Contact numbers: 399 1189 / 399 1107
- The Agency commits to resolving your complaint within 2 working days.
Level 5: Chief Executive Officer
- In the event that the Chief Operations Officer is unable to resolve your complaint to your satisfaction, escalation to Chief Executive Officer can be made.
- Email: ceo@ceda.co.bw
- Contact numbers: 399 1094 / 399 1035
- Your complaint will be resolved within 2 working days.
Note
- Please ensure that you have exhausted all previous levels before escalating your complaint.
- Any complaint that has not exhausted previous channels will not be considered.
- Complaints relating to office conduct, including Branch Manager’s office, Legal Services, Finance, Appeals and other general Agency concerns, are to be directed to the Head of Customer Experience on customerexperience@ceda.co.bw.
