Draft for review. This document was prepared as a starting point and has not yet been reviewed by GRACCU’s legal counsel or the Ghana Co-operative Credit Unions Association. Remove this notice once it has.
If something has gone wrong, tell us. A complaint is how we find the problems our own reporting does not show, and every member is entitled to have one heard.
How to complain
You may complain in whichever way suits you: in person at any office, by telephone, by email, or in writing to the Registrar at the head office. Putting it in writing helps, but it is not a requirement, and a complaint is not weaker for being made in person.
What to tell us
- Your name and membership number.
- What happened, and when.
- Who you dealt with, if you remember.
- What you would like us to do about it.
What happens next
- We acknowledge it within two working days and give you a reference.
- We investigate. An officer who was not involved in what you are complaining about reviews the file and speaks to those who were.
- We answer within fifteen working days with what we found and what we will do. Where an investigation needs longer, we write to you before that deadline to say why, and how much longer we expect to take.
If you are not satisfied
Ask for the matter to be referred to the Board’s Supervisory Committee, which reviews it independently of the officers who handled it. Its decision is communicated to you in writing.
Taking it further
If you remain dissatisfied after the Supervisory Committee has answered, you may refer the matter to the Ghana Co-operative Credit Unions Association (CUA) Ltd., with which GRACCU is affiliated, or to the Department of Co-operatives.
What this does not cover
A decision to decline a loan is not a complaint unless you believe the decision was made unfairly or the procedure was not followed. Ask a loan officer to explain the decision first — most such queries are answered at that stage.