Complaint Submission Policy

1. What is a Complaint?

A complaint is any expression of dissatisfaction with our services, including:

• Service quality issues
• Technical problems
• Staff conduct concerns
• Policy or procedure disagreements
• Product or service failures
• Billing or fee disputes

2. How to Submit a Complaint

2.1 Preferred Methods

You can submit a complaint through:

• Online Form: Use our complaint submission form below
• Email: complaints@zimcrowd.com
• Phone: +263 710 467 317 (Mon-Fri, 8AM-6PM CAT)
• Mail: Customer Complaints, ZimCrowd, 123 Samora Machel Avenue, Harare, Zimbabwe

2.2 Required Information

Please include:

• Your full name and contact details
• Your account number (if applicable)
• A clear description of the complaint
• Dates and times of relevant events
• Any supporting documentation
• How you would like the complaint resolved

3. Complaint Handling Process

3.1 Acknowledgment

We will acknowledge receipt of your complaint within 2 business days and provide a reference number.

3.2 Investigation

Our team will investigate your complaint thoroughly and may contact you for additional information.

3.3 Resolution

We aim to resolve complaints within:

• Simple complaints: 5 business days
• Complex complaints: 15 business days
• Very complex complaints: 35 business days

3.4 Response

You will receive a written response explaining:

• Our findings
• The resolution offered
• Your right to escalate if unsatisfied

4. Escalation Process

If you are not satisfied with our initial response, you can escalate your complaint to:

• Customer Complaints Manager: complaints.manager@zimcrowd.com
• Executive Team: executive@zimcrowd.com
• External Dispute Resolution: Financial Services Commission of Zimbabwe

5. Complaint Resolution Options

Possible resolutions include:

• Apology and explanation
• Service correction or refund
• Compensation for inconvenience
• Policy or procedure changes
• Staff training or disciplinary action

6. Confidentiality

We treat all complaints confidentially and only share information on a need-to-know basis for investigation purposes.

7. No Retaliation

You will not be penalized for submitting a complaint in good faith.

8. Complaint Statistics

We publish annual complaint statistics to demonstrate our commitment to service improvement.

9. Contact Information

For complaint submissions or questions about this policy:

• Email: complaints@zimcrowd.com
• Phone: +263 710 467 317
• Address: Customer Complaints Department, ZimCrowd, 123 Samora Machel Avenue, Harare, Zimbabwe