Complaints

Workflow

1. 1

   Log the complaint

   Open Complaints and choose Log complaint. Link the contact if they are a customer, or enter the Customer name and Phone number, then the Gender, Category, Service or product, Nature of complaint, Amount (TZS), how it was Received by, the Language, Date received and the Assigned officer. Adili gives a registration number: tell the complainant.

2. 2

   Mind the deadlines

   Credit complaints are due in 14 days and statement requests in 48 hours. The Due column marks Overdue ones; filter with Overdue to follow them up.

3. 3

   Keep the interaction log

   Open the complaint and choose Log interaction for every call, visit, meeting, message or note: the Type, When, Summary, Outcome and Next follow-up, then Save interaction. The Interactions list is the record of what was done.

4. 4

   Resolve or withdraw

   Choose Resolve and enter the Outcome, Date closed, Resolution remarks and Key issues noted, then Close complaint. If the customer withdraws, use Withdraw with the Date withdrawn and Reason, then Record withdrawal.

5. 5

   Record a Bank of Tanzania referral

   When the Bank of Tanzania sends a notice about a complaint, choose Record BoT referral, enter the Date of the Bank's notice and choose Record referral. The row shows BoT with the reply-by date, 10 days from the notice.

6. 6

   Send the monthly register

   Under Monthly report · Form No. 2 pick the month and choose Download PDF or Download Excel. Send it within 15 days after month end.