Appeals by the Citizen Entrepreunurial Development Agency (CEDA) address customer service issues. The agency has put in place a structure which ensures that these are addressed effectively.

1.    First and foremost, any appeals or customer related issues must be addressed to Manager of the branch from which they emanate;

2.    Depending on the complexity of the issues and subject to the judgment of the branch Manager, the issues will be referred to the Regional Entrepreneurial  Development Manager;

3.    The issues will be escalated to the Deputy Chief Executive Officer – Operations if still unresolved;

4.    Any unresolved issues after the foregoing process shall be addressed to the CEO.

Appeals process at the CEDA Head Office

All appeals must be addressed to CEDA in writing. Acknowledgment letter shall be issued to the appellant within 48 hours of receipt of such an appeal letter.

The Entrepreneurial Development Officer in charge of appeals and the CPR Manager will review the relevant documents including the business plan and the Loan Appraisal Report and make a determination of whether the appeal addresses itself to the real reasons given for the rejection of the project.

If the appeal letter is not convincing in terms of focus on the real issues pertaining to the rejection of the proposed project, the business plan together with other supporting documents will be forwarded to the appointed external professional firm for independent review of the project within four (4) days of receipt of the appeal.

The professional firm is required to complete the review of the project (including interviewing the appellant) and to give a report with recommendations within fourteen (14) days from the date the appeal was forwarded to them. However, if the appellant adequately addresses the issues that caused the rejection of the proposed project, a detailed report shall be prepared to the CEO for his and Board consideration.

On the basis of the findings by the external professional firm, a summary report will be prepared stating both the position of the management of and that of external assessors for consideration and decision by the Board. However, if the external assessor upholds the appeal and the CEO agrees with such a recommendation, the latter will approve the recommendation within five working days of receipt of the report provided it is within his powers as per the delegation arrangement stipulated in the regulations.

The Entrepreneurial Development Officer (Appeals) shall communicate the decision of the CEO/Board to the appellant within two (2) days from the time it was made.