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Customer Care Charter

HomeCustomer Care Charter

INTRODUCTION

Zuku Fiber values customers and the general public. We act on feedback speedily and effectively. This document is a guide on the complaints processing from receipt to closure.

We conduct thorough and impartial of all customer complaints in order to protect our quality of service. Where appropriate, we make evidence-based decisions on the facts of the complaint.

 

Objective

We aim to ensure our customers are happy with our service and therefore minimize complaints.

We continuously audit our service delivery procedures, enabling us provide quality and reliable services.

 

Contacts

Wananchi Group (K) Ltd- ZUKU

Gateway Business Park, Block E, next to Parkside Towers, Mombasa road

P.O BOX 10286-00100, Nairobi

Contact Center

  1. 24/7 hour call center
  • Zuku line: 0205 205 205 {calls from Zuku landline are free}
  • Safaricom: 0719028200 / Airtel: 0732132200
  1. Social Media
  • Facebook: Zuku Official
  • Twitter: @Zuku_WeCare or @ZukuOfficial
  • Instagram: zukufiberkenya
  1. Email Addresses
  1. Retail Shops locations

Nairobi:

  1. Head Office: – Gateway Business Park Block E ground floor along Mombasa Road.
  2. Diamond Plaza Branch along Masari Road, Parklands
  3. The Junction Mall along Ngong Road 1st Floor, at the Food Court

Mombasa:

  1. Imaara Plaza 4th Floor, Pandya Hospital

 

FILING OF COMPLAINTS

Filing of complaints with the Zuku Fiber shall be handled in the following manner: –

  • A complaint to Zuku Fiber may be written (i.e. letter or e-mail) or oral (i.e. phone-in or walk-in) by:
  • completing a feedback form on our website {www.zuku.co.ke}
  • calling us on {0205 205 205}
  • writing to us {Drop at any of our retail shops/ main office}
  • emailing us {support@zukufiber.co.ke}
  • visiting our Shops.
  • We record all contacts with our customers – written, oral and walk-ins. This enables us serve all equally, including those who cannot read/write.

 

INFORMATION REQUIRED IN A COMPLAINT

A complaint lodged with the Zuku Fiber must contain the following details: –

  • Full name, contact address and account number (where applicable) of the complainant.
  • Particulars of the nature of the complaint, together with copies of any document in support of the complainant.
  • Any other matter relevant to the complaint.

Where the person who lodges a complaint is acting on behalf of another person, company or organization, he/she must state in writing the capacity in which he/she is acting, and the reason for doing so.

The complaints handling process

Our complaints handling procedure aims to provide a quick, simple and streamlined process for resolving complaints early and locally by capable, well-trained staff.

Our complaints process provides two opportunities to resolve complaints internally:

  • Frontline resolution, and
  • Investigation

 The Model

 

For clarity, the term ‘frontline resolution’ refers to the first stage of the complaints process, seeking to resolve complaints at the initial point of contact where possible.

 

ZUKU COMPLAINTS HANDLING PROCEDURE FOR CUSTOMERS

For more information and clarity on Zuku policy governing fair usage and terms & conditions please follow the below highlighted links.

Zuku terms and Conditions – www.zuku.co.ke/terms-and-conditions

Zuku fair usage policy – www.zuku.co.ke/fair-usage

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