Mukuru Wallet

Per Transaction

1. Definitions
   In this document, some words have special meanings. Here is what they mean – 
   
   

   Accepted	means that a Complaint has been finalised as a whole or in part in favour of the complainant and that – (i) the complainant has clearly accepted that the matter is fully resolved; or(ii) it is reasonable for a Mukuru Company or Mukuru Person to assume that the complainant has so accepted; and(iii) all undertakings made by Mukuru Malawi to resolve the Complaint have been met or the complainant has clearly indicated his/her satisfaction with any arrangements to ensure such undertakings will be met by Mukuru Malawi within a time acceptable to the Complainant.
   Compensation Payment	means a payment, whether in the form of money or in the form of a benefit or service, by or on behalf of Mukuru Malawi to a complainant to compensate the complainant for a proven or estimated financial loss incurred by a Mukuru Customer as a result of Mukuru Malawi’s contravention, non-compliance, action, failure to act, or unfair treatment forming the basis of the Complaint (where Mukuru Malawi accepts liability for having caused the loss concerned) but excludes any -(i) Goodwill Payment;(ii) payment contractually due to the complainant in terms of the product or service concerned; or(iii) refund of an amount paid by the complainant to Mukuru Malawi where such payment was not contractually due;and includes any interest on late payment of any amount if applicable.
   Complaint	means an expression of dissatisfaction by a Mukuru Customer to a Mukuru Company or a Mukuru Person and which indicates or alleges, regardless of whether such an expression of dissatisfaction is submitted together with, or in relation to, a Mukuru Customer query, that -(i) Mukuru Malawi or its service supplier has contravened or failed to comply with an agreement, a law, a rule, or a code of conduct that is binding on Mukuru Malawi or to which it subscribes;(ii) Mukuru Malawi or its service supplier’s maladministration or wilful or negligent action or failure to act, has caused the Mukuru Customer harm, prejudice, distress or substantial inconvenience; or(iii) Mukuru Malawi or its service supplier has treated the Mukuru Customer unfairly.A Complaint specifically excludes an expression of dissatisfaction raised regarding a Mukuru Customer’s personal information. Such a complaint must be sent to [email protected] for the attention of Mukuru’s Information Officer.  The complaint will then be handled by the Information Officer in accordance with the Privacy Notice available at: https://www.mukuru.com/sa/legal/privacy-notice/
   Complaints Procedure Document	is this complaints resolution procedure document and its attachments.
   Goodwill Payment	means a payment, whether in the form of money or in the form of a benefit or service, by or on behalf of Mukuru Malawi to a complainant as an expression of goodwill aimed at resolving a Complaint, where Mukuru Malawi does not accept liability for any financial loss to the complainant as a result of the matter complained about.
   Manager on Duty	Means a Call Centre team leader or a Branch Manager for the applicable country.
   Mukuru Company	means any company in which the Group Holding Companies hold an interest, either directly or indirectly, but does not include the Group Holding Companies.
   Mukuru Customer	means a person who has – (i) passed Mukuru Malawi’s customer registration process and has remitted funds via the Mukuru Money Transfer Service; or(ii) signed up as a Mukuru Wallet customer of Mukuru Malawi.
   Mukuru Group or the Group	is each and all of the Mukuru Companies from time to time.
   Mukuru Malawi	means Mukuru Money Transfer Limited registered in Malawi under Registration No. 13982
   Mukuru Money Transfer Service	means the international money transfer service which facilitates the transfer of value from Mukuru Customers to recipients via the Mukuru system
   Mukuru People or a Mukuru Person	are the employees, officers, consultants, contractors (like our agents), volunteers, interns, casual workers and agency workers of the Group and a Mukuru Person is any one of them.
   Mukuru Wallet	means a digital wallet which:(i) is linked to a Mukuru Customer’s unique profile and mobile number.(ii) can be used by a Mukuru Customer to make and receive payments using a mobile device.
   Rejected	means that a Complaint has not been Accepted and Mukuru Malawi regards the Complaint as finalised after advising the complainant that it does not intend to take any further action to resolve the Complaint. This includes Complaints regarded by Mukuru Malawi as unjustified or invalid, or where the complainant does not accept or respond to Mukuru Malawi’s proposals to resolve the Complaint.

2. Introduction 
   1. Mukuru Malawi operates the Mukuru Wallet Service and the Mukuru Money Transfer Service in Malawi. 
   2. Mukuru Malawi is licensed as a Payment Service Provider under the Payment Systems Act Chapter 74:01 (as amended) with license number: PSP-004/23 and authorised to provide International Money Transfer Services under the Exchange Control Act 1989 with license number: IMT00015.
   3. There may be times when Mukuru Customers are not satisfied with the service provided by the Mukuru Group and any Complaints which may arise as a result, must be resolved quickly, efficiently and in line with current legislation, where applicable. 
3. Application and scope of this procedure document
   1. This Complaints Procedure Document applies to –
      1. the Group; and
      2. every Mukuru Person;
         as far as either deals with a Mukuru Customer in Malawi.
   2. This Complaints Procedure Document is an addendum to the Mukuru Group Complaints Policy (“the Policy”) and must be read together with the Policy.
4. Purpose
   1. This Complaints Procedure Document:
      1. provides a fair and clear complaints procedure that must be used when a Mukuru Customer makes a Complaint;
      2. ensures that Mukuru People know what to do if a Complaint is received;
      3. ensures all Complaints are investigated fairly and in a timely way;
      4. ensures that Complaints are, wherever possible, resolved and that the relationship between any of the Mukuru Companies and the Mukuru Customer is repaired; and
      5. gather information which helps the Mukuru Group to improve the Group’s products and customer service.
5. Conduct with regard to Complaints
   1. All Complaints must be handled confidentially, fairly, and promptly.
   2. All Mukuru People must:
      1. be courteous to the complainant;
      2. respond positively; and
      3. offer constructive solutions.
6. Complaints lodging, handling and resolution process
   1. Mukuru Customers can lodge complaints through Mukuru’s existing communication channels. These include, but are not limited to, the below:
      1. Mukuru official website;
      2. Support team via email or contact centre telephone number or WhatsApp number;
      3. Social media platforms (Facebook, Twitter, Instagram, etc.);
      4. Branches and Information Centres; and
      5. Sales Team.
   2. A support team member will assess the communication received via any of the channels listed in 6.1 above and where the communication is deemed to be a Complaint, the support team member must forward the Complaint to the QA folder on the Service Desk Ticketing System (Zendesk), with the following information:
      1. the Mukuru Customer’s name and surname;
      2. the Mukuru Customer’s contact information; and
      3. the specific details about the nature of the Complaint, which would include sufficient facts, dates and necessary information to enable a Mukuru Company or Mukuru Person to deal with the Complaint.
   3. Once the customer support team uploads the details into Zendesk the following must happen:
      1. Zendesk creates a ticket and sends the ticket directly to the Quality Assurance Team (via [email protected]);
      2. an acknowledgement is sent by the system to the Mukuru Customer via email, using the email address from which the Complaint was sent (if applicable). The email includes the Zendesk ticket number, the information detailed in 6.2 above, along with a timeline for feedback and resolution. If no email address is available, the Quality Assurance Team sends the Zendesk ticket to the Mukuru Customer via the communication channel that the Complaint was received;  
      3. the Quality Assurance Team must send progress updates to the Mukuru Customer at a minimum every 48 hours until the ticket is resolved and closed;
   4. If the support team member listed in 6.2 is not able to resolve the Complaint, the support team member will allocate the Complaint to a speciality support team member via Zendesk.
   5. The speciality support team member must, immediately but not later than one working day upon receiving the Complaint, formally acknowledge receipt of the Complaint to the complainant. 
   6. Depending on the nature of the Complaint, the speciality customer support team member will either be able to resolve the Complaint or failing this, will assign and allocate the Complaint to the Manager on Duty of the applicable Mukuru department for resolution. If the Complaint is very complex or there is a threat of legal action, the speciality support team member or Manager on Duty can refer the matter to the legal team. 
   7. If a Complaint is directly received by the applicable department’s Manager on Duty, they will investigate the nature of the Complaint and gather all the information required in 6.2, and, if they are able to resolve the Complaint immediately, they will:
      1. follow the procedure set out in 6.8 and 6.9; and
      2. forward the resolution information to the customer support team for logging and processing. 
   8. Where a Complaint is referred to the speciality customer support team member or Manager on Duty, they must:
      1. contact the relevant internal stakeholders and external stakeholders for feedback and resolution options (if applicable); 
      2. contact the Mukuru Customer within 7 (seven) working days with preliminary findings or a request for supporting documents or additional information or a preliminary update and within no later than 21 (twenty-one) working days from receipt of the Complaint with the final the outcome of the investigation, offering the applicable resolution option(s) of the Complaint;  
      3. provide a Mukuru Customer with reasons for any decisions taken at all times; and
      4. where it is anticipated that any specified timelines will not be met, communicate same to the Mukuru Customer in writing immediately;
      5. where the Complaint is not resolved within 21 (twenty-one) working days, the speciality customer team member or the Manager on Duty is required to write a formal report containing the reasons why the Complaint could not be resolved within the timeline and email it to [email protected] no later than 24 hours after expiry of the timeline.
   9. The speciality customer support team member or Manager on Duty attending to the Complaint must discuss resolution options with the Mukuru Customer until:
      1. the Customer is satisfied with the outcome; or
      2. all reasonable resolution options are exhausted (taking into account a Customer’s negligence or breach of Mukuru’s terms and conditions of service), and no further action can be taken.
   10. The Quality Assurance Team uploads the information received in 6.9 to the applicable Zendesk Ticket and communication detailing Mukuru Malawi’s acceptance or rejection of the Complaint is sent to the Mukuru Customer via the medium indicated in 6.3.2. If –
       1. a Complaint is Accepted, any commitment by Mukuru Malawi to make a Compensation Payment, Goodwill Payment or to take any other action, must at all times be carried out without undue delay and within the agreed timeframes; or
       2. a Complaint is Rejected, Mukuru Malawi will provide the Mukuru Customer with clear and adequate reasons for the decision and will also inform the Mukuru Customer of Mukuru’s escalation or review process. Mukuru will also inform the Mukuru Customer of any time limits relevant to the escalation or review process.
   11. The ticket is closed after a period of 24 hours have elapsed and Zendesk sends a “solved” notification and satisfaction request to the Mukuru Customer. 
   12. If the customer satisfaction survey received back from the Mukuru Customer indicates “satisfactory” or where feedback from the customer satisfaction survey is not received, no further action is taken. 
   13. If the customer satisfaction survey received back from the Mukuru Customer indicates “unsatisfactory” then the Escalation Team Leader will either:
       1. Reopen the ticket and a further follow-up on the Complaint is actioned in accordance with the procedure detailed in 6.2– 6.10 above; or
       2. Keep the ticket closed, and the Mukuru Customer is advised nothing further can be done by Mukuru for said Complaint, providing adequate reasons. 
   14. The Quality Assurance Team will keep proper logs of all complaints received via [email protected]. 

Note: Mukuru reserves the right to amend, add to or adapt any provision of this Procedure Document. Such amendments will however be communicated to all Mukuru People.