LECHA Customer Service Charter

1. Introduction

LECHA is committed to delivering high-quality petroleum products while adhering to the Botswana Energy Regulatory Authority (BERA) Import License Terms and Conditions. This Customer Service Charter outlines our commitment to customers, detailing our service standards, rights, and obligations.

2. Our Commitment to Customers

We pledge to:

Provide safe, reliable, and high-quality petroleum products.

Ensure compliance with BERA regulations.

Maintain transparency in pricing and service delivery.

Uphold high standards of customer service and ethical business practices.

3. Service Standards

To meet our commitments, we will:

Ensure all products meet regulatory and quality standards.

Maintain accurate and up-to-date records of transactions.

Respond to customer inquiries and complaints promptly.

Guarantee the safety and security of petroleum handling and storage.

4. Rights of Customers

Customers have the right to:

Receive high-quality petroleum products that comply with industry standards.

Obtain clear and accurate information regarding our services.

Report grievances and expect fair and timely resolution.

Access competitive pricing and transparent billing.

5. Responsibilities of Customers

To facilitate smooth operations, customers should:

To provide accurate and necessary documentation for purchases.

Comply with payment terms and conditions.

Adhere to safety regulations when handling petroleum products.

Report any discrepancies or safety concerns promptly.

6. Compliance with Regulatory Requirements

LECHA will:

Operate strictly within the scope of our BERA Import License.

Ensure full compliance with all BERA terms and conditions.

Maintain records as required by regulatory authorities.

Protect confidential customer information.

7. Handling Complaints and Feedback

Customers can lodge complaints through:

Our customer service hotline: +267 77530011

Email: customerservice@lecha.co.bw

Physical visits to our offices during business hours

We commit to acknowledging all complaints within 24 hours and resolving them within seven business days.

8. Continuous Improvement

We are dedicated to continuous improvement through:

Regular review of our policies and processes.

Customer feedback analysis to enhance service delivery.

Employee training to maintain high service standards.

9. Contact Information

For inquiries, complaints, or feedback, contact us at:

LECHA Customer Support

Address: 1351 Morokotso Ward, Mandunyane, Botswana

Phone: +267 77530011

Email: customerservice@lecha.co.bw

LECHA ENERGY CUSTOMER COMPLAINTS HANDLING PROCEDURE

1. Purpose This procedure outlines the steps for handling customer complaints at LECHA Energy, ensuring compliance with the Botswana Energy Regulatory Authority (BERA) Import License Terms and Conditions and industry best practices.

2. Scope This procedure applies to all LECHA Energy customer complaints, including complaints about fuel quality, pricing, delivery delays, safety concerns, and customer service issues.

3. Complaint Submission Channels Customers can lodge complaints through the following channels:

  • Email: customerservice@lecha.co.bw
  • Telephone: Dedicated complaints hotline (+267 77530011)
  • Website: Online submission form at https://lecha.co.bw
  • Physical Office: Customer Service Desk at all LECHA Energy offices
  • Social Media: Direct messages to official pages

4. Complaint Handling Process

Step 1: Complaint Receipt and Acknowledgment

  • The complaint is recorded in the Customer Complaints Log with a unique reference number.
  • An acknowledgment is sent within 24 hours, including the reference number and estimated resolution time.

Step 2: Investigation and Assessment

  • The assigned Complaints Officer categorizes the complaint (e.g., operational, financial, safety-related, or service-related).
  • Relevant departments are informed, and an internal review is initiated.
  • If needed, site inspections or interviews with involved personnel are conducted.

Step 3: Resolution and Response

  • A resolution is provided within 7 working days for standard cases or 30 days for complex cases.
  • The customer is informed of the resolution via their preferred communication channel.
  • If compensation or corrective action is required, it is processed immediately.

Step 4: Escalation Procedure

  • If the customer is unsatisfied, the complaint is escalated to the Customer Relations Manager.
  • If unresolved at this level, the matter is referred to BERA for regulatory intervention.

Step 5: Closure and Feedback Collection

  • A final closure email or letter is sent to the customer.
  • Customers are encouraged to provide feedback via a short survey to improve service quality.

5. Customer Rights and Responsibilities

  • Customers have the right to fair treatment, confidentiality, and timely resolution.
  • Customers must provide accurate details and cooperate during the resolution process.

6. Record Keeping and Reporting

  • All complaints are logged for at least 5 years.
  • A monthly report is submitted to management and regulatory bodies as required.

7. Continuous Improvement

  • Regular audits and trend analysis of complaints help improve service delivery.
  • Staff training on handling complaints is conducted quarterly.

This policy ensures that LECHA Energy upholds high service standards while maintaining regulatory compliance.

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