© 2024 Apstar Sacco Limited. All Rights Reserved. Developed by Pinch Africa
Our Service Charter
This Member Service charter outlines the standards of service that we commit to provide to our members. It serves as a promise to members regarding the quality and level of service they should expect from us.
Download Member Inquiry Form
Do you have a inquiry, Please use the forms below
Download Member Complaint Form
Do you have any complaints, Please use the forms below
Your Right As A Member
As a member, you have rights that are protected by law and the Society’s by law. These Member service rights ensure that you are treated fairly and provided with a high level of service by the Society. If you believe that your rights have been violated, you can contact the Society's Business Development and marketing department for assistance.
As a member, you have rights that are protected by law and the Society’s by law. These Member service rights ensure that you are treated fairly and provided with a high level of service by the Society.
Privacy
You have the right to privacy and confidentiality of your personal and financial information.
Account Access
You have the right to access your account information and funds promptly.
Fair Treatment
You have the right to be treated fairly and with respect by the Society employees, regardless of your race, gender, religion, or any other personal characteristics.
Fair Treatment
You have the right to be treated fairly and with respect by the Society employees, regardless of your race, gender, religion, or any other personal characteristics.
Complaints Handling
You have the right to make a complaint if you are dissatisfied with any aspect of the Society's service.
Complaints Handling
You have the right to make a complaint if you are dissatisfied with any aspect of the Society's service.
Redress
You have the right to seek redress if you suffer any loss or damage as a result of the Society's negligence or misconduct through the Sacco’s dispute resolution process.
Redress
You have the right to seek redress if you suffer any loss or damage as a result of the Society's negligence or misconduct through the Sacco’s dispute resolution process.
Obligation Of A Member
As a Society member, you have obligations that you should be aware of to ensure a smooth service experience. They include
When transacting with the Sacco, it is essential to provide accurate and complete information.
As a member, you are responsible for using your membership responsibly. This includes maintaining a positive balance, making timely payments, and avoiding fraudulent activities.
It is your responsibility to keep your membership information confidential and secure. This includes your account number, passwords, and PINs. Do not share this information with anyone and avoid writing it down where others can see it.
As a member, it is your responsibility to make monthly deposits on time.
Your credit score is important when it comes to accessing loans and other financial services. It is your responsibility to maintain a good credit score by making timely payments on loans.
New member
registration
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National ID/ Passport
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Recent pay slip (if applicable)
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Passport Photo, and Registration fee
Within 3 days
Member
Re-joining
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National ID/ Passport
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Recent pay slip (if applicable)
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Passport Photo, and Registration fee
Within 3 days
New member
registration
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National ID/ Passport
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Recent pay slip (if applicable)
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Passport Photo, and Registration fee
Within 3 days
Emergency /
FOSA loans
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Submit dully filled Loan Form,
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Copy of National ID
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Two most recent month’s pay slips (original)
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Non salaried members attach the most recent six (6) months FOSA savings or BIZ Current account statement
Within 2 days
Collateral based
loans
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Submit dully filled Loan Form,
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Copy of National ID
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Two most recent month’s pay slips (original)
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Non-salaried members attach the most recent six (6) months FOSA savings or BIZ Current account statement and a colleterial to be used.
Within 120 days
Normal
loans
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Submit dully filled Loan Form,
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Copy of National ID
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Two most recent month’s pay slips (original)
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Non salaried members attach the most recent six (6) months FOSA savings or BIZ Current account statement
Within 10 days
Makao Home
Plan Loans
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Submit dully filled Loan Form,
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Copy of National ID
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three latest pay slip (original)
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Six months certified bank statement, offer letter or sales agreement, Copy of title deed
Within 10 days
Electronic E-Channels
National Identity card-
Issuance of ATM & PIN
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Mobile PIN reset
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U-Kash Registration
24 Hours
FOSA Services
Over the Counter Services-
Cash Withdrawal
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Cash Deposit
5 Minutes
REFUNDS
Erroneous Refunds
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Submission of duly filled erroneous refund form with Pay slips relating to the erroneous deduction and upon confirmation of receipt of remittance
Within 48 Hours
Membership Withdrawal
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Submission of duly filled erroneous refund form with Pay slips relating to the erroneous deduction and upon confirmation of receipt of remittance
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Attach copy of national ID
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Latest payslip and Retirement letter for retired officers.
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Subject to meeting withdrawal requirements
After 60 Days
Death of Member
Disbursement of Last expense upon death-
Dully completed Claim form
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Deceased Member’s ID copy (front and Back)- The ID should be the new generation
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Original burial permit notification dully stamped and signed by the issuing facility, and copy of the same
Within 48 Hours
Death of a Spouse
Disbursement of Last expense upon death-
Must have been declared by the member as dependent with the Society prior to his/her death.
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Dully completed Claim form
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Spouse ID copy (front and Back)- The ID should be the new generation
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Original burial permit notification dully stamped and signed by the issuing facility, and copy of the same
Within 48 Hours
Death of Child
Disbursement of Last expense upon death-
Must have been declared by the member as dependent with the Society prior to his/her death.
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Dully completed Claim Form.
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Claimant ID copy if above 18 years (both front and back) or Birth certificate/birth notification (if minor).
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Original burial permit notification dully stamped and signed by the issuing facility, and copy of the same.
Within 48 Hours
Offsetting of loans and refunds of Deposits upon receipt of money from the insurance
Offsetting of loans and Deposit refunds for a deceased Member Dully completed Claim form.-
Deceased Member’s ID copy (front and Back)- The ID should be the new generation
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Original Death Certificate dully stamped and signed by the issuing facility, and copy of the same.
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A letter from the local Chief where the member resided or buried
Within 7 Days
Offsetting of loans and refunds of Deposits upon receipt of money from the insurance
Offsetting of loans and Deposit refunds for a Member on grounds of Total Permanent Disability/Critical Illness-
Dully filled Claim forms
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Physician statement of Disability/critical illness executed by attending Physician
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Retirement letter on Medical Grounds from the employer Doctors recommendation letter for retirement on medical grounds
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Doctors Medical reports
Within 7 Days
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Telephone Calls Attended to Within the 2nd Ring
Make a call
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Letters and Emails Replied within 7 days of receipt
Write a letter or email
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Back Office Monday to Friday: 8.00am – 1.00pm and 2.00pm to 5.00pm
Visit office
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FOSA Banking services Monday to Friday 9.00am – 4.00pm every first and last Saturday-of the Month; 8.30am -11am
Visit office
