CUSTOMER SERVICE CHARTER
We, at NICO Technologies 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
- Transparency
- 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 is a third party involved
- Innovation
- By Constantly coming up with new ideas to promote business efficiency and effectiveness
- By Simplifying operations leveraging on new technologies
- Learning
- By Continuous knowledge acquisition on technology changes to improve productivity
- By Embracing knowledge sharing to enhance technology uptake
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 | Michiru House, Victoria Avenue, Blantyre (P.O. Box 2730, Blantyre, Malawi) |
| Lilongwe Branch | NICO Centre, Old Town |
| Website (supports chat functionality) | https://nicotechnologies.com |
| Call Centre | Toll Free number 323 |
| 0991 323 323 | |
| info@nicotechnologies.com | |
| @nicogroupmw | |
| @NICOGroupMalawi | |
| NICO Group Malawi |
*Support on all channels is available from 07:30 to 16:30 hrs from Monday to Friday each week except for public holidays.
Your Rights and Obligations
As our customer, you have the right to:
- Lodge a complaint
- Privacy and confidentiality in the handling of your personal information See information related to your accounts
- See information related to your accounts
As our customer, we expect you to:
- Treat our staff with courtesy
- Respond to requests for information relevant to your product or the process being carried out
Our Promise on Timelines
In our drive for customer centricity, we work to meet the following timelines in our service delivery:
| Service | Timelines | Service | Timeline |
| Printing of Identity Cards | 1 working day for 100 identity cards after submission of all details |
| Acknowledging enquiries, complaints, and requests by Helpdesk | Within 30 minutes |
| Resolving and responding to enquiries, complaints, and requests by Helpdesk | Within 24 business hours |
| Providing a quotation | Within 48 business hours |
| IT Incident Resolution (Severity 1) | 2 – 4 hours |
| IT Incident Resolution (Severity 2) | 8 – 24 hours |
| IT Incident Resolution (Severity 3) | 24 – 48 hours |
| IT Incident Resolution (Severity 4) | 48 – 120 hours |
Annual Reviews
We will review our Customer Service Charter each year 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