Mukuru Complaints Procedure
Zambia complaints handling procedure
How to submit a complaint
If you are unhappy with our service, here are the ways to reach us:
Our team will contact you by phone or email to get more details and will either resolve the issue or pass it to the right department if needed.
How your complaint will be handled
When a complaint is received by Mukuru, the following process is followed:
- Support team logs complaint and creates a ticket for the QA Team.
- The QA Team acknowledges receipt, issues a ticket number, and provides updates every 48 hours to the customer.
- If unresolved, the complaint is escalated to a specialised support member or Manager on duty.
- The Manager or specialist investigates and consults stakeholders to resolve the complaint as soon as possible.
- Complicated or legal cases may be referred to the Legal team.
- Final decision, including reasons, is communicated to the customer.
- A satisfaction survey will be sent to the customer. Further action will be taken if the feedback from the customer is “unsatisfactory.”
Complaint Reference Number
When you send a complaint, you’ll get a reference number to track it.
Response time
We aim to respond within 24-48 hours (Mon – Fri). For complicated issues, it might take longer, but we will keep you updated.
Time limits for fixing complaints
- Easy complaints: Fixed quickly, within 3 working days.
- Normal complaints: Fixed within 5 working days.
- Complicated complaints (involving other companies): Fixed within 15 working days.
What if you are not satisfied with the outcome?
- Internal Appeal
If you want to appeal within Mukuru, you can talk to the country manager. - External Appeal
If you want to make an appeal outside of Mukuru, you can go to:
- Payments Association of Zambia
- Bank of Zambia
- Consumer Protection Authority
- Financial Ombudsmen
If you are still unhappy, you can take your appeal to court.