A complaint is any expression of dissatisfaction by a member regarding SACCO
services, products, staff conduct, delays, errors or decisions that affect the member.

You can lodge a complaint in person at any branch, by phone, by email, or through our
online complaint portal. Choose whatever method is most convenient for you. In person,
just speak to an officer who will help document your issue. By phone, call our official
line, and our team will log your complaint. By email, send details to
complaints@apstarsacco.coop include your name, ID Number, Telephone Number/Email
Address, and the issue. Online, visit our website’s “Complaints” section and fill out the
form; you’ll get a confirmation reference number. All these channels feed into the same
process, so your complaint will be handled promptly regardless of how you submit it. We
use a central system (CRM) to track complaints from all sources, which helps us stay
organised and responsive.

We aim to resolve complaints within 21 days from the date you lodge the complaint. This
includes up to 14 working days for us to investigate the issue and an additional 7 days to
finalise and communicate the outcome. In practice, many straightforward complaints are
resolved sooner. You will receive an acknowledgement within the first three (3) days,
and if we need more time beyond 21 days (for complex cases), we will inform you of the
delay and provide a new expected resolution date. Our commitment is to keep you
updated throughout the process so you’re never in the dark about your complaint’s status.

The SACCO is proactive in educating members about their rights and how to voice
concerns. We share information regularly via our social media and member meetings. For
example, each quarterly basis we post guides and infographics on our Facebook, Tik Tok,
Instagram, Twitter and Chat bot (AI) pages explaining how to lodge a complaint and
what to expect. Additionally, during our Annual Delegates Training forum and Annual
Member Education forums, we often have a segment where we discuss member rights,
including the right to file complaints and have them addressed. You can always find the
full Complaints Handling Policy on our website. Our staff are also available to walk you
through the process. We want every member to be aware of how to use their voice and
assure you that raising a complaint will never lead to any form of punishment or loss of
privileges; it’s your right as a member.

Yes. Complaints may be filed by a representative or third party acting on behalf of an
aggrieved member or a group of members, provided the representative has written
consent or proper authorization from the affected member(s). The SACCO may request
proof of authority, such as a signed authorization letter, before processing the complaint.

If a complaint or dispute is already undergoing judicial review (filed in court), the
SACCO will not initiate or continue internal complaint resolution procedures. The matter
will instead proceed according to the legal process, and the SACCO will cooperate fully
by providing all required documentation or information requested by the court. The
complainant will be informed in writing of the suspension of internal processes due to
ongoing legal proceedings.

No. The SACCO does not penalize, victimize, or discriminate against any member for
raising a genuine complaint, as required by SASRA governance principles.

Yes, absolutely. We welcome member feedback on both the complaints process
and the policy itself. You can provide feedback at any time by contacting us
through complaints@apstarsacco.coop or filling out a feedback form on our
website. We also periodically send out brief surveys or ask for feedback during
member events about how the complaints process is working for you. All
feedback is taken seriously. During the policy review (which happens at least
every three years), we look at member comments and suggestions. If multiple
members highlight the same concern or propose a useful change, we will consider
that in the updated policy. This policy is for you, the member, and we believe it
will be most effective when it reflects your needs and expectations. So, your input

is not just welcome, it’s an important part of how we improve. We will
communicate any significant changes that result from member feedback.