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Complaints Handling Policy

Complaints Handling Policy

Money FM Radio Limited is committed to providing the best possible service, working in an open and accountable way which builds trust and respect of all our stakeholders.

Therefore, we aim to ensure that:

⇒  making a complaint is as easy as possible

⇒  we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response

⇒  we deal with it promptly, thoroughly, politely and, when appropriate, confidentially

⇒  we respond in the right way – for example, with an explanation, or an apology where

we have got things wrong, or information on any action taken etc.

⇒  we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

Complaint Process:

Step 1;

In the first instance, if you are unable to resolve the issue informally with the official concerned, you should speak to the Chief Executive Officer. Feel free to express your concerns and request a meeting.

Step 2;

If as a result of this discussion (step 1), you feel your complaint has not been satisfactorily resolved, you should put your complaint in writing to the Chief Executive Officer.

You can expect your complaint to be acknowledged within 7 working days of receipt and a full response with an explanation within 21 days.

Step 3;

If you are still not satisfied with the response you are entitled to formally write to the Chair of Money FM Radio Ltd., requesting that he reviews the overall complaint and response. The Chair will review the proposed resolution and make a final decision.

At any time, you are entitled to present the issue to the Independent Broadcasting Authority, to whom Money FM Radio Limited is accountable.

Plot No. 4615, Lubwa Road, Rhodespark, Lusaka,

www.moneyfmzambia.com

[email protected]

Headquarters +260 211 252237

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