Our Commitment
Customer Service Charter
This Customer Service Charter marks an important milestone in AE SACCO Society's commitment to excellence in service delivery. It is a commitment by Sacco to offer excellent service to all its customers and stakeholders.
AE SACCO Staff Obligations
We shall endeavor to provide our stakeholders with high quality service by:
Having competent and knowledgeable staff as regards our products and services
Communicating effectively on new developments giving clear and concise information
Acting on any feedback relayed and prompt response
Being polite and courteous
Always adhering to the Sacco By-laws, rules and regulations
Exercising honesty and integrity when transacting
Promises by AE SACCO
When you visit us
- Attend to you within five minutes of your visit
- Treat your concern with confidentiality and privacy
When you call us on the telephone
- Answer your call within the 2nd ring
- Be ready and willing to serve
- Let you know who you are speaking to
- Remain polite, courteous and friendly
When you write an e-mail to us
- Provide an initial response within 2 hours
- Let you know who is dealing with your inquiry
- Remain polite and courteous
- Address the issue to completion within 24 working hours (3 days)
When you contact us via social media
- Provide an initial response within 24 hours and follow-up on agreed action
- Remain polite and be courteous
When you need information from us
- Ensure we provide you with accurate, complete and up-to-date information
- Ensure that our website and web-portal are accessible
When you have a complaint about our service
- Acknowledge receipt of complaint with an initial response within 6 hours
- Resolve the complaint within 24 working hours (3 days)
Service Processing Times
General Services
Account opening10 minutes
Cash and cheque deposits10 minutes
Over the counter withdrawals10 minutes
General inquiries10 minutes
Dormant account activation1 hour
Request for personal information change1 hour
New member registrationSame day
Standing order instruction processingSame day
Internal Money TransfersSame day
External Money Transfers1 hour
Processing of salaries into member accountsSame day
Credit Facilities
Loan / Advance processing and disbursement for various credit facilities:
Normal Loan5 days
Refinance LoanDepending on loan type
Emergency loan1 day
Advance loan1 day
Material loan3-14 days depending on amount
Share Withdrawal: 90 days after giving the notice to withdraw.
Have Questions or Feedback?
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