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Complaints against a Service Provider
Who can complain?
In most cases your dealings with government offices should be routine and cause you no difficulties or inconveniences. However mistakes and delays can occur or you may feel unhappy with how you have been dealt with. We want you to be provided with a high standard of services so if you go to a Government office where you are dissatisfied about the standard of service, actions or lack of actions by any Service Provider, you have the right to complain about poor service. We have a formal complaint procedure that you should follow.
How to complain
If you are unhappy with the treatment you have received, you are entitled to make a complaint, have it considered and receive a response. Whatever the nature of your dealings with any government office, if you have had a bad experience, the sooner you let them know, the sooner they can do something about it. Whether your complaint concerns an unreasonable delay, a mistake you feel could have been avoided, or how you have been dealt with, all Government Offices are keen to learn from errors and put things right as quickly as possible. Our complaints procedure is easy to use and we suggest you follow the steps outlined above
1. Local Resolution: The first step is to lay your complaint with the Service Provider at the Service Window where you were aggrieved. Be sure to take the name of the service provider. Some complaints can be sorted out on the spot, but if this is not possible your complaint will be acknowledged.
• All Government offices have the aim to resolve the problem at stage 1.
■ Coming to the SERVICOM Office
Please note that the SERVICOM office is not a service window, it primarily facilitates grievance redressal at the appropriate service windows, in this regard, complaints are processed as follows:
1. The complaint is acknowledged and then forwarded to the appropriate Nodal Officer of the Service Window.
How to complain about the services provided by Servicom
If you are not happy with the services provided by SERVICOM at any stage before the conclusion of the review, please telephone or write to us immediately and we will try to resolve any problem. Following the review, if you remain unhappy about the way in which we have conducted the review, rather than with the decision that SERVICOM has made, please let us know. We will acknowledge your complaint within 5 working days of receipt and respond to your concerns personally within 10 working days.
What to expect when you complain
Most people don’t like to complain, but we want to make it as easy as possible for you to get things put right. When you do complain, we will deal with you in a friendly and professional manner.
How to help us deal with my complaint better
Working Together! You can help us to provide a good service in a number of ways• When you are asked for any information that is needed to deal with your affairs, please provide that information on time