The SAGCOT Catalytic trust Fund Grievance Redress Mechanism (GRM) is a web application system which allows the submissions of SAGCOT Cataltytic Trust Fund stakeholder grievances; from anywhere in the world at any time.
Once received, complaints will be forwarded to the respective departments for vetting and action for speedy and favourable redress. Each grievance lodged is tracked with a unique auto-generated number to ensure all concerns are tracked and addressed accordingly. And further evaluates the SAGCOT CTF turnaround time in conclusively mitigating and resolving the causes of your grievances.
Issues not taken up for redress
Feedback: Your valuable feedback on the quality of grievance resolution will help us improve our services. Please note; all grievances shall be subject to the rules and procedures stipulated in the GRM Flow Chart
Note: If you have not received satisfactory redress of your grievance(s) within a reasonable period of time, as per the GRM Flow Chart , you may directly contact SAGCOT Catalytic Trust Fund on +255 (0) 22 2924143/4
The following are the Frequently Asked Questions on the SAGCOT Catalytic Trust Fund Grievance Redress Mechanism (GRM).
What are the contact details of SAGCOT Catalytic Trust Fund for tabling my grievance and where do I send my grievance?
Your grievance can be sent through:
How do I lodge my grievance?
Your grievance can be lodged online under the SAGCOT CTF GRM Platform embed on the SAGCOT CTF website, through email, or phone call, or suggestion/complaint box. In cases where internet access is not available, the complainant is free to send her/his grievance by post or the other means as per prescribed above.
The grievance may be written on any plain sheet of paper or on a Postcard / Inland letter and addressed to the Executive Secretary.
What happens when I lodge the grievance?
Your grievance is acknowledged online through email or by post. A unique registration number is provided to track your grievance. The process is described in the GRM Flow Chart
How do I track my grievance?Your grievance may be tracked on the SAGCOT CTF GRM platform portal by clicking the “view status” button, using your unique Grievance Reference Number.
When should I lodge my grievance?Your can lodge your grievance anytime of the SAGCOT Investment Project.
What happens to the grievances? How are the grievances dealt with once they are sent to SAGCOT Catalytic Trust FundPlease refer to the GRM Flow Chart
Can a resolved grievance be re-opened for further correspondence on it?
No. In this situation, the complainant will have to lodge a new grievance drawing reference to the closed one, stipulating the unique generated number of the closed grievance, and call for details. Sometimes, the details are sent by post and mentioned in the final report. If the complainant lodged a complaint by post, one would need to wait for the postal delivery of the previously lodged and concluded grievance, before lodging a new grievance.
What are the types of grievances which are not taken up for redress by the SAGCOT Catalytic Trust Fund?
The following are issues not taken up for redress by the SAGOT Catalytic Trust Fund:
How long does it take to redress a grievance(s)?
6 weeks. In case of delay, an interim reply with reasons will be provided.
What action can I take if my grievance(s) is not redressed within the prescribed time?
If you have not received a satisfactory redress of your grievance(s) within a reasonable period of time, as per the GRM Flow Chart,
you may directly call SAGCOT CTF on +255 (0) 22 2924143/4