Complains
- Any person who wishes to present a complaint to kasneb regarding any service or practice by a kasneb Officer can do so through email or any of our social media platforms. Any other complaint received orally or in writing shall be recorded in the departmental complaints file.
- If the complaint is simple, the receiving officer shall resolve the complaint immediately and ensure customer satisfaction.
- If a complaint is raised and a resolution is not satisfactory, it's directed to the customer service officer for recording in the complaints file.
- The complaint is forwarded to the relevant Directorate/Division for resolution.
- The time frame for resolving a complaint is within 10 working days.
- The Customer Service Officer confirms if the issue has been resolved via a phone call or email to the customer.
- The complaint should contain:
- Name and contact details of the complainant, e.g. postal address, telephone number, email address.
- Whether the complainant is an organization or an individual
- The name of the kasneb officer
- Grounds of complaint
- Document supporting the complaint
- Any other relevant information to the case.
