Complaints Escalation Process
We are committed to service excellence for all customers. We will handle all our customer complaints promptly, fairly and with integrity, maintaining open and effective communication. If you wish to lodge a complaint about our products and/or services, please provide the below listed information and follow this outlined process;
- Your full names, address, mobile number and /or account number and a clear description of your concern or complaint
- Copies of any relevant documents, such as letters or any other correspondence
If your complaint is not resolved to your satisfaction, you may request that it be routed to the Departmental Manager. The Departmental Manager commits to responding to your complaint within 10 working days.
If your complaint is still unresolved after review by the Departmental Manager, you may request that it be routed to a Senior Manager. The Senior Manager commits to responding to your complaint within 10 working days.
In the event that your complaint is not resolved to your satisfaction after review by the Senior Manager, you may request that it be escalated to the Chief Executive Officer. The CEO’s office commits to responding to your complaint within 28 days.
If after review by the CEO’s office, you are still unsatisfied with the resolution of your complaint, please escalate it to the regulator, Botswana Communications Regulatory Authority (BOCRA).