What is a Complaint?
A complaint is an expression of dissatisfaction towards services rendered:
A customer should complain if:
• Service is not delivered on time;
• Information provided is wrong;
• Service is not delivered in a courteous manner;

Complaints Process
(This does not include administrative complaints.)
Step 1
A verbal report should be made and instant feedback will be provided if possible.
Step 2
• A written submission should be submitted in the event the matter is not resolved at Step 1.
• A holding response will be provided within two (2) working days to acknowledge receipt of complaint.
• A written response will be provided within five (5) working days.
In lodging complain please ensure the following:
• Name, address and phone number
• Define your complaint
Step 3
A customer should escalate the complaint to Director Ministry Management, in the event a satisfactory solution is not provided at Step 2.
Step 4
A customer may escalate the complaint to the Permanent Secretary, in the event a satisfactory solution is not provided at Step 3.