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 NBS Bank, Victoria Avenue, Blantyre (P.O. Box 2730, Blantyre, Malawi)
Lilongwe Branch NICO Centre, Old Town
Website (supports chat functionality)
Call Centre Toll Free number 323
WhatsApp 0991 323 323
Facebook @nicogroupmw
Twitter @NICOGroupMalawi
LinkedIn 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