Handling Member Complaints and Disputes in SACCOs: A Practical Guide for Accountability and Trust

SACCOs thrive when members feel heard, valued, and respected. The Handling Member Complaints and Disputes training empowers SACCO boards and oversight committees with the skills and structures needed to resolve issues fairly and professionally. In just 2.5 hours, this course offers practical strategies for enhancing transparency, boosting member satisfaction, and aligning with compliance requirements.

Delivered through  http://www.kenyasaccoschampions.co.ke/,the training builds the capacity to transform conflict into improvement.

Why Complaint Handling Is Key in SACCOs

Disputes, if mishandled, damage trust and lead to member attrition. A strong complaints and grievance process shows commitment to service, transparency, and continuous improvement. This course helps SACCO leaders manage conflict with empathy, structure, and accountability.

Training Objectives

By the end of this focused training, participants will be able to:

  • Understand internal grievance and complaint handling frameworks

  • Communicate clearly, fairly, and empathetically with members

  • Track, analyze, and respond to recurring member concerns

Target Audience

Ideal for SACCO professionals who interact with members and ensure compliance:

  • SACCO Board Members

  • Customer Service Committees

  • Compliance and Audit Committees

These roles are critical in creating a transparent and responsive SACCO environment.

What the Course Covers

Clear Escalation Paths for Complaints

Participants learn how to:

  • Define structured complaint channels

  • Assign responsibilities for each escalation level

  • Ensure clarity in communication at all stages

Timelines and Transparency

Speed and openness matter. This section focuses on:

  • Standard timelines for resolution

  • Keeping members informed throughout the process

  • Maintaining records and communication logs

Legal vs. Internal Resolution

SACCOs must know when to escalate externally. This session explains:

  • Internal resolution mechanisms

  • When to involve legal or regulatory channels

  • Avoiding unnecessary legal escalation through mediation

Developing and Documenting Dispute Policies

Participants will:

  • Draft clear dispute-handling policies

  • Embed complaint resolution into SACCO culture

  • Align policies with SASRA and other legal guidelines

Training Duration and Format

  • Duration: 2.5 hours

  • Delivery: Online or physical sessions

Fast, engaging, and results-oriented, this course ensures your SACCO is prepared to resolve complaints with professionalism and care.

Ready to strengthen member relationships through better dispute resolution?
Visit https://saccochampions.co.ke/ to learn more and enroll.

Resolve fairly. Respond fast. Retain trust.

Enquire/Request Quote Here