FILING A COMPLAINT

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Complaints are received and investigated by our Customer Service Centre. You can file your complaint in one of the following ways:

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Orally - customers can file a complaint orally by calling our Customer Service Call Centre on 321 during the hours listed below:

• Weekdays: 09:00 am - 17:00 pm

• Weekends & Public Holidays: 08:00 am - 14:00 pm

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ChatBot - customers have the option to contact the Tilt Support team via the chatbot on the Tilt website (https://platform.tilt.africa/home).

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Email - customers can send a written complaint addressed to the Tilt Product Support Lead at [email protected]

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In Person / Letter - customers can send a letter to our address or you can visit our office located at:

Customer Service Manager - Tilt Zambia

Office Block 1

10937 Mwatusanga Road, Woodlands

Lusaka, Zambia

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REQUIRED INFORMATION

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When making a complaint, the following information will need to be provided:

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1. The full name and telephone number of the customer;

2. A description of the incident/problem or cause for dissatisfaction; 

3. The date of such incident/problem or cause for dissatisfaction;

4. The name of the person at Tilt, or any of its vendors, with whom you dealt with (if known); 

5. Any other information that may be useful in investigating or resolving the complaint;

6. How the customer believes that the problem can be resolved; and

7. The date and estimated time of the last contact between the customer and Tilt

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Once the investigation is complete, the complainant will be provided with a response detailing Zoona’s findings on the matter. In the event a complainant remains dissatisfied with the findings, the complainant has the right to ask for reconsideration of such a finding by escalating the case to the Customer Service Manager. 

 

Zoona/Tilt will always strive to resolve a customer’s complaint amicably ensuring that the outcome is in the customer’s best interests. In the instance where the complainant remains dissatisfied after all reasonable attempts have been made to resolve their grievance, the complainant has the right to escalate their case to an appropriate body or agency to mediate the resolution, depending on the nature of the complaint.