Grievance Handling Procedure

At Instapay Africorp Limited, we are committed to providing you with an excellent standard of service. However, we recognise that sometimes our service may fall short of your expectations and we want you to tell us so we can address your concern(s) as quickly and smoothly as possible.

What you should expect

• Your grievance will be fully investigated.
• We will attend to your grievance fairly and promptly.
• The cause of the grievance will be identified and steps taken to prevent reoccurrence.

How you can present your grievance

• Through Our Branch

Present your grievance to the Branch Supervisor or Branch Manager.

• Through Suggestion Box

By dropping your grievance in our Suggestion Box at the branch.

• Through Customer Service

By presenting your grievance to Instapay Customer Service, Head Office.

• Through Email

Send an email to: customercare.zambia@instapay.africa

• Through Facebook

By visiting our Instapay Africorp Facebook page and sending us a message

• Through LinkedIn

By visiting our Instapay Africorp LinkedIn page and sending us a message

• Through Our Website

By visiting the Instapay website on: www.instapay.africa and selecting the “Submit a Grievance” option.

How we will deal with your grievance

• We aim to resolve all grievances as and when we receive them.
• If the grievance requires further investigation, we will send you an acknowledgement within 5 working days.
• If your grievance remains unresolved within 5 working days, we will send you an update.
• We will always provide you with a grievance number.

If, however, you are not satisfied with the way your grievance was handled, you can escalate your grievance through the following channels:

Step 1

If you are not satisfied with the resolution of your grievance, please contact

Chief Operations Officer, 
Instapay Africorp Limited - Head Office, 
P.O. Box 50116, 
Lusaka

Step 2

Should you not be satisfied with the resolution, you can reach out to contact the Chief Executive Officer at the following address:

Chief Executive Officer, 
Instapay Africorp Limited - Head Office, 
P.O. Box 50116, 
Lusaka

Every effort will be made in order to reach a fair and reasonable resolution promptly.

Step 3

However, if you are still not satisfied with our response, please contact the Bank of Zambia, enclosing copies of all correspondence at the following address:

Director – Payment Systems, 
Bank of Zambia, 
P.O Box 30080, 
Lusaka