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Customer Service Charter 2023

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Downloadable Resource

Vision Afrika SACCO
Strategic Plan 2022 – 2024

Strategic Plan 2022/24
Customer Service Charter 2023
VAS Brochure 2023
VAS Plaza Shares Drive

1. INTRODUCTION

The Customer Service Charter (also referred to as Charter) is being introduced with the intention to outline key commitments and service standards when providing service to members. The charter considers the following The charter is designed to reflect the common Sacco services Emerging issues and trend in this digital era. The service standards are designed from the member point of view in a bid to have customer excellence and being customer centrism

2. OBJECTIVE

To foster professionalism in our service delivery, we endear to deliver high-quality member services that meets the financial needs of our members this will bolster us to be the leading SACCO in providing sustainable financial services and products.

3. WE ARE COMMITTED

To ensuring that:

  1. There is 99% customer retention
  2.  Customer needs are established, understood and consistently met.
  3. Management of risks associated with non-conformity of products and services are identified and mitigated on time
  4. The focus on enhancing customer satisfaction is maintained
  5. Customer complaints and other customer input/feedback are continually monitored and measured to identify opportunities for improvement.
  6. We continually look for other ways to build relationships with customers

4. YOUR RIGHTS AS OUR MEMBER

  1. To be treated with courtesy and respect while being served.
  2. To be attended to on time;
  3. Enjoy the use of all the facilities and services of the Sacco subject to the Society’s by laws
  4. Access all legitimate information relating to the Society, including, internal regulations, annual accounts and
    inventories at the Society’s registered office.
  5. Give feedback and participate in decision making at the branch meetings when called upon
  6. Be elected to the various organs of the society, subject to the Sacco by laws;

5. YOUR OBLIGATIONS AS OUR MEMBER

To manage the operations of your account(s) in accordance with the regulations, tariff, banking practices and norms, terms and
conditions set by the Sacco and ask for any clarifications from any official of the Sacco
To timely update account mandates whenever there are changes, to prevent fraud and avoid delays in service delivery.

  1. Observe and comply with all the Society’s by-laws and decisions taken by the relevant organs of the Society;
  2. To provide complete, accurate and timely information when requested by the Sacco
  3.  To treat Sacco staff members with courtesy and respect.
  4.  To honor payment obligations in a timely manner.
  5.  To Protect your personal information and your account assets including but not limited to the linked mobile numbers,
    signatures, PINs and Passwords
  6. Buy and pay up for shares and make any other regular payments provided for in these by laws and;
  7.  To report any suspicious activity in their accounts