Complaints & Redress Procedure

You may complain about a payment, refund, payout, fee, merchant interaction, privacy issue, service failure, staff conduct, fraud concern, accessibility issue, or any other Keshopay-related matter. Complaints are accepted without charge through at least these channels:

• Email: [insert complaints email]
• Toll-free telephone: [insert toll-free complaints number]
• Written or in person: [insert registered physical and postal address, Tanzania]

Provide your name, preferred contact, what happened, date, amount, merchant, and any Keshopay or provider reference. Do not provide a PIN, OTP, password, or recovery code. If you need language, disability, or other accessibility assistance, request it through any channel.

Legal entity:

Kesho Technologies Company Limited

BRELA registration number:

[insert BRELA company registration number]

TIN:

[insert Tanzania Revenue Authority TIN]

Business licence number:

[insert business licence number]

Regulatory role:

Kesho Technologies Company Limited does not hold or claim a direct Bank of Tanzania payment-service licence or approval. Regulated payment processing is provided through Malipo Pay and AzamPay under their applicable licences and approvals, where each provider integration is enabled and operationally certified.

Address:

[insert registered physical and postal address, Tanzania]

Email:

[insert complaints email]

Toll-free telephone:

[insert toll-free complaints number]

1. We acknowledge receipt immediately and issue a unique CMP-XXXX-XXXX reference.
2. An officer who was not directly involved assesses and investigates the complaint fairly and may request supporting information.
3. For mobile financial services, the regulatory resolution category is within 12 hours. Other products follow the category-specific period in the current Bank of Tanzania rules.
4. If resolution is not possible within the original period, we notify you before it expires, explain why and what is being done, and complete the matter within any lawful extension, which may not exceed half of the original period.
5. We give the final outcome in writing, with reasons, any correction, refund, compensation or other redress, and the available escalation route.

Use the public complaint-status page with your reference and the contact used when lodging the complaint. We provide progress updates through the agreed channel and handle complaint data confidentially.

Complaint records, correspondence, evidence, decisions, and redress are retained for at least five years. We may coordinate with the merchant, mobile operator, bank, or payment provider involved, but the complaint remains traceable through one reference.

If you disagree with the proposed resolution, ask for internal escalation to the Complaints Officer. Explain the disputed finding and the remedy you seek. The reviewer must be independent of the matter complained about.

After the internal process reaches finality—or the applicable regulatory timeframe expires without a response—you may refer the matter to the Bank of Tanzania Financial Consumer Protection Unit using the current SEMA NA BOT channels, including its website, mobile application, toll-free IVR, or chatbot. Data-protection complaints may also be submitted to the Personal Data Protection Commission. These routes do not remove any right to a court or other competent authority.

Unaweza kulalamika kuhusu malipo, marejesho ya fedha, malipo kwa mnufaika, ada, huduma ya mfanyabiashara, faragha, hitilafu ya huduma, mwenendo wa mfanyakazi, tuhuma za udanganyifu, upatikanaji wa huduma, au jambo jingine linalohusiana na Keshopay. Kuwasilisha na kushughulikia malalamiko ni bure kupitia njia hizi:

• Barua pepe: [insert complaints email]
• Simu bila malipo: [insert toll-free complaints number]
• Kwa maandishi au kufika moja kwa moja: [insert registered physical and postal address, Tanzania]

Taja jina lako, mawasiliano unayopendelea, kilichotokea, tarehe, kiasi, mfanyabiashara, na kumbukumbu ya Keshopay au mtoa huduma. Usitume PIN, OTP, nenosiri, au namba za kurejesha akaunti. Omba msaada wa lugha au ulemavu kupitia njia yoyote.

1. Tutathibitisha kupokea malalamiko mara moja na kutoa kumbukumbu ya kipekee ya CMP-XXXX-XXXX.
2. Afisa ambaye hakuhusika moja kwa moja na tukio atachunguza kwa haki na anaweza kuomba taarifa za ziada.
3. Kwa huduma za fedha kwa simu, muda wa kikanuni wa kutatua ni ndani ya saa 12. Huduma nyingine zitafuata muda wa aina husika uliowekwa na Benki Kuu ya Tanzania.
4. Ikiwa hatuwezi kumaliza ndani ya muda wa awali, tutakujulisha kabla muda haujaisha, kueleza sababu na hatua zinazochukuliwa, na kumaliza ndani ya muda wa nyongeza unaoruhusiwa kisheria.
5. Tutatoa uamuzi kwa maandishi, sababu, marekebisho, marejesho, fidia au suluhisho jingine, pamoja na njia ya kukata rufaa.

Tumia ukurasa wa kufuatilia malalamiko kwa kuweka kumbukumbu na mawasiliano yaliyotumika kuwasilisha malalamiko. Taarifa za malalamiko zitahifadhiwa kwa usiri na kumbukumbu zitatunzwa kwa angalau miaka mitano.

Usiporidhika, omba mapitio ya ndani kwa Afisa wa Malalamiko. Baada ya utaratibu wa ndani kukamilika, au muda wa kikanuni kupita bila jibu, unaweza kuwasilisha suala kwa Kitengo cha Ulinzi wa Watumiaji wa Huduma za Fedha cha Benki Kuu ya Tanzania kupitia njia za SEMA NA BOT. Malalamiko ya ulinzi wa taarifa binafsi yanaweza pia kuwasilishwa kwa Tume ya Ulinzi wa Taarifa Binafsi.