CUSTOMER SERVICE CHARTER
We, at NICO Pension Services Limited, recognize the critical role that our customers play towards the achievement of our vision, mission, and values.
For this reason, we view you as our partner. We have therefore made a conscious decision to drive customer-centricity as a core part of our agenda.
This Customer Service Charter aims to outline our commitment to you, and to inform you of the provisions we have made for the purpose of delivering a superior experience to you.
Our Promise
To our valued customers, we promise:
- Excellence
- by driving efficiency in our service delivery
- by using the most efficient means to deliver our products and services
- Integrity
- by safeguarding your information and practicing confidentiality
- by not practicing deception in any form
- Collaboration
- by listening attentively to your enquiries, complaints, requests, and suggestions and acting on them
- by sharing updates and feedback within a specified time
- Professionalism
- by serving you with courtesy and respect
- by delivering on our promises
-
- By disclosing full information on our products and services
- by informing you when you must expect the service you need to be delivered
- by informing you when there are unexpected delays in service delivery
- by always looking for ways to improve our efficiency and service delivery
- by making the customer the centre of our purpose and existence
6. Innovation
7. Customer Centricity
How to Contact Us
We have setup the following contact channels so our customers can reach us with ease and convenience.
| Channel | Detail |
| Blantyre – Head Office | NICO House, 3 Steward Street, Blantyre CBD |
| Lilongwe Branch | NICO Centre, Old Town |
| Mzuzu Branch | Peace Building |
| Website (supports chat functionality) | www.nicomw.com |
| Call Centre | Toll Free number 323 |
| 0991 323 323 | |
| customercare@nicomw.com | |
| @nicogroupmw | |
| @NICOGroupMalawi |
*All channels are active from 07:30 to 16:30 hrs from Monday to Friday each week except for public holidays.
Our Promise on Timelines
In our drive for customer centricity, we work to meet the following timelines in our service delivery:
| Service | Timeline |
| Acknowledging enquiries, complaints, and requests raised in writing | Within 24 business hours |
| Responding to enquiries, complaints, and requests raised in writing | Within 5 working days |
|
Payment of a claim • Retirement Claims • Following unemployment for 6 months, with a value below K500,000 • Following unemployment for 6 months, with a value above K500,000 • Death Claims • Claims by Minors |
5 working days from receipt of all required documentation 5 working days from receipt of all required documentation 8 working days from receipt of all required documentation 5 working days from receipt of all required documentation 5 working days from receipt of all required documentation |
| Provision of a statement | Within 24 business hours |
| Update of bio information | Within 24 business hours |
| Change of beneficiary information | Within 24 business hours |
Your Rights and Obligations
As our customer, you have the right to:
- Review your product terms within the period specified in the contract
- Lodge a complaint
- Privacy and confidentiality in the handling of your personal information
- See information related to your accounts
As our customer, we expect you to:
- Treat our staff with courtesy
- Privacy and confidentiality in the handling of your personal information
If you are still not satisfied with the support rendered, you may raise your complaint to the Reserve Bank of Malawi through the following contact information:
Hotline: 80 008 444 (MTL lines only)
Telephone: 0 111 642 669
Email: complaints-handling@rbm.mw
Write to:
The Consumer Protection and Financial Literacy Unit
Reserve Bank of Malawi
10 Hannover Avenue
P.O. Box 565
Blantyre
Annual Reviews
We will review our Customer Service Charter each year in order to keep up with changes in the socio-economic and technological environment.
We Value Feedback
If you are unhappy with the service you have received, please raise your complaint to the following:
The Customer Experience Manager
NICO Holdings Plc
P.O. Box 501
Blantyre
cxmanager@nicomw.com