COMPLAINTS RESOLUTION AND WHISTLEBLOWING

our commitment

At Total Eclipse Limited, we strive for excellence in all our services. However, we recognize that mistakes can happen. We value your feedback as an opportunity to improve our processes and rectify errors promptly. Whether you have a specific complaint regarding a service or wish to report a serious ethical concern (Whistleblowing), we are committed to handling your report with integrity, confidentiality, and speed.

Complaints Management (Client Feedback)

If you are dissatisfied with a product or service, please let us know so we can find a solution.

How to Submit a Complaint

You can reach us through any of the following channels:

  • Online Form: Click Here
  • Email: complaints@totaleclipse.biz
  • Phone: (+267) 3101013| 3105002
  • Physical Address: Plot 141, ALM Square, Unit 3 , Gaborone International Finance Park, Gaborone

What Information to Include

To help us resolve your issue quickly, please provide:

  • Your full name and contact details.
  • A clear description of the issue or service involved.
  • The date and time the event occurred.
  • Any previous reference numbers or names of staff members you have spoken with.

Our Process

  1. Acknowledgment: We will acknowledge your complaint within 24 hours.
  2. Investigation: Our independent compliance team will review the facts.
  3. Resolution: We aim to provide a final response within 5 business days. If the matter is complex, we will provide regular status updates.
Whistleblowing System (Ethical Reporting)

The Whistleblowing system is specifically for reporting serious concerns that involve illegal activities, fraud, corruption or breaches of the Data Protection Act.

Protection and Confidentiality

  • Anonymity: You may choose to remain anonymous.
  • Non-Retaliation: We strictly prohibit any form of retaliation against individuals who report concerns in good faith.
  • Independent Review: Reports are handled by the Senior Management to ensure an unbiased investigation.

Reporting Channels

If you suspect professional misconduct or illegal activity, please report it via:

  • Secure Email: whistleblowing@totaleclipse.biz
  • Anonymous Portal: Click Here
External Resolution

If we are unable to reach a solution that satisfies you, you have the right to escalate your concern to an independent body.

  • Consumer Affairs: Lodge a complaint here
  • Data Protection and Information Commissioner: For issues regarding personal data, you may contact the Information Commissioner (Botswana).