CIPA COMPLAINTS HANDLING PROCEDURE
We are committed to providing excellent customer service to our valued customers, If you however have any dissatisfaction with our level of service or turnaround times and you find it necessary to lodge a complaint, please follow this Customer Complaints Handling Procedure. We endeavour to resolve all complaints in an efficient and courteous manner within the agreed turnaround times. ( 10 days from date of receipt)
A. HOW TO REGISTER A COMPLAINT:
a. In Person: please visit any CIPA offices in Gaborone, Francistown, Maun or Serowe to register your complaint.
b. By Telephone: Please call your nearest CIPA office and ask for the relevant officer at the following telephone numbers.
Gaborone: 3673700 Francistown: 2412339 Serowe 4630322 Maun: 6800912.
c. In writing: please send an email to info@cipa.co.bw or send a letter to the nearest CIPA office:
| Gaborone: | PO Box 102 Gaborone | Fax: 3188130 |
| Francistown: | PO Box 2301 Francistown | Fax: 2421551 |
| Serowe: | PO Box 3992 Serowe | Fax: 4633070 |
| Maun: | Private Bag 107 Maun | Fax: 6800927 |
d. Through logging a compliant on the CIPA website at this address: https://www.cipa.co.bw/customer-queries.
B. CHANNELS TO FOLLOW TO REGISTER A COMPLAINT:
Step 1: Supervisors
a. Supervisors are the first point of contact for all complaints in the service centres or complaints logged in by letters, email or website. Supervisors are senior officers responsible for the various Units. The Supervisors will ensure that complaints are dealt with and inform the Heads of Divisions on registered complaints.
Step 2: Director – Client Services
b. The Director Client Services will receive both escalated complaints and priority one complaints referred from all departments or from the Supervisors.
C. COMPLAINT ESCALATION:
If the complaint is not resolved within the agreed turnaround times, or the customer feels that it has not been resolved adequately, then the complaint should be escalated as follows:
a) Director Client Services: nsebetso@cipa.co.bw
b) Registrar General: cpmasena@cipa.co.bw