Complaints

1. Introduction

   Broke-Relief Cash Services CC (BR Cash Services) is committed to providing high-quality financial services. Occasionally, we recognize that there may be times when our service does not meet our customers' expectations, or when our employees may not uphold the standards that we set for our company. The purpose of this Internal Complaint Procedure is to provide clear guidelines on how complaints should be addressed within the organization to ensure swift resolution, customer satisfaction, and continuous improvement.

2. Scope

   This procedure applies to all complaints received from customers, employees, or other parties related to BR Cash Services, employees, agents, or any other aspect of the organization.

3. Definitions

   Complaint: An expression of dissatisfaction about the service, actions, or lack of action by BR Cash Services as an organization or a staff member or agent acting on behalf of BR Cash Services.

4. Roles & Responsibilities
   1. Complaints Officer:

      This individual is responsible for ensuring that complaints are handled effectively and efficiently according to this procedure. The Complaints Officer reports to the Managing Director.

   2. All Employees and Agents:

      Everyone in BR Cash Services has a responsibility to treat complaints seriously and to deal with them in a prompt and courteous manner.

5. Procedure
   1. Receiving the Complaint:

      Complaints can be made through the following means: email (complaints@brokerelief.cash), phone (+264853564681), or in-person at any of our branches. All complaints should be reported to the Complaints Officer.

   2. Recording the Complaint:

      Every complaint should be documented in the Complaint Register. The record should include details of the complainant, nature of the complaint, date, and the assigned officer.

   3. Investigating the Complaint:

      The Complaints Officer will conduct a thorough investigation into the matter. This could involve interviewing staff or agents involved, reviewing service logs, or any other relevant action.

   4. Resolving the Complaint:

      The aim is to resolve complaints in a timely manner. The action might include an apology, reduction of fees, reimbursement, correction of records, or any other appropriate action.

   5. Responding to the Complaint:

      The Complaints Officer will communicate the outcome to the complainant. The response will include the decision, the reasons for the decision, and any action taken or to be taken.

6. Timeframes

   Every effort should be made to resolve complaints as quickly as possible. However, the following deadlines should be adhered to:

   • Acknowledgment: Within 2 business days
   • Investigation & Resolution: Within 7 business days
   • If more time is needed, the complainant should be informed about the delay and the new timeframe.
7. Confidentiality

   All complaints will be handled confidentially. Information will only be disclosed to those who need to know for the purpose of handling the complaint.

8. Training

   Training on this Complaint Procedure will be included as part of the induction for all new employees and agents and refresher training will be provided annually.

9. Review

   This procedure will be reviewed annually to ensure it continues to meet legal requirements and the needs of BR Cash Services.

10. Reporting

    A report on all complaints received, their nature, and how they were resolved shall be prepared by the Complaints Officer every quarter and submitted to the Managing Director.

This procedure is meant to be used as a guide for handling complaints and does not limit the discretion of BR Cash Services to handle any specific complaint in the manner it deems appropriate.

Namibia Financial Institutions Supervisory Authority (NAMFISA): +264 61 290 5000

The Namibia Financial Institutions supervisory authority (NAMFISA) regulates and supervises non-bank financial institutions, including Microlenders.

Microlenders are regulated under the Usury Act, 1968 (Act No. 73 of 1968), and Exemption Notices made by the Minister of Finance.

The inspection of Microlenders is coordinated in accordance with the Inspection of Financial Institutions Act, 1984 (act No.38 of 1984).

If a Microlender has treated you unfairly, you may complain to NAMFISA by filling out a Complaint Intake Form. You can get a Complain Intake Form from your Microlender. Please ask for a form.

Please follow these steps before launching a complaint with NAMFISA:

Step 1

First, take up the matter with the frontline staff of the Microlender. State the problem and ask for a solution. Specifically, ask if the staff is able to resolve the complaint.

Step 2

If the staff is unable to resolve the complaint, make an appointment with the Principal Officer/Owner of the Microlending business. Put the problem in writing, ask for a solution within a certain period, and hand the complaint to the Principal Officer/Owner at the day of the meeting. If the Principal Officer/Owner does not want to meet with you or cannot give you a date within a reasonable time for a meeting, proceed to step 3.

Step 3

If the Microlender fails to reply or the complainant is not satisfied with the reply, or could not meet the Principal Officer/Owner;

• Complete a complaint intake form - Download at the bottom of this page
• Give the complaint Intake Form plus relevant supporting documents to the Microlending and Credit Agreement Department of NAMFISA.
• You can also fax the Complaint Intake Form to NAMFISA at fax no: +264 61 256 303.

• Should you want to make the Complaint by e-mail, send it to info@namfisa.com.na and mail the relevant supporting documentation to NAMFISA at the following postal address:

  The Registrar
  NAMFISA
  P O Box 21250
  Windhoek
  NAMIBIA

  Alternatively, bring the supporting documentation personally to:

  The Registrar
  NAMFISA Head Office
  51-55 Werner List St
  Gutenberg Plaza
  Windhoek, Namibia

  Refer to the e-mail complaint, particularly the date when it was sent.

• NAMFISA shall study the complaint and inform the complainant of the appropriate action.