Logging and tracking a borrower complaint
A borrower complaint carries statutory deadlines, and a missed deadline is itself a breach. Ustawi's complaints register logs each complaint and tracks its prior-notice and extension clocks automatically, so a resolution window never quietly lapses while a case sits in someone's inbox.
The complaints register
Every complaint is captured as a record in the register rather than handled informally over the phone. Logging it starts the clocks and puts the case where it can be tracked, assigned and resolved — and, crucially, evidenced later if a regulator asks how the institution handled it.
The clocks the register tracks
- A prior-notice clock — the window within which the institution must respond to the complainant.
- An extension clock — where a longer resolution window applies, tracked so the extended deadline is just as visible as the original.
- The resolution status of the case, so open complaints are distinguishable from closed ones at a glance.
Working a complaint to resolution
- 1Log the complaintCapture the complainant, the loan or matter it concerns, and the substance of the complaint. This starts the tracked clocks.
- 2Assign and investigateWork the case while the register keeps the deadline visible, so the response is prepared inside the window rather than against it.
- 3Record the resolutionClose the complaint with its outcome. The full history — including how long it took — remains on record for audit.
The register is designed around Bank of Tanzania complaint-handling expectations. Confirm the specific prior-notice and extension periods that apply to your institution against the current BOT guidance, as these are set by regulation rather than by the platform.