Zero-Harassment Code of Conduct
Every borrower treated through UzaDebt is entitled to respectful, private communication aligned with Bank of Tanzania Financial Consumer Protection principles. Our agents and automated systems must never:
- Contact your employer, colleagues, family members, guarantors not party to the mandate, or phone contacts.
- Use threats, abusive language, public shaming, or false legal/arrest claims.
- Send unsolicited messages outside reasonable hours (08:00–19:00 EAT) or ignore an opt-out/channel preference.
Financial Hardship & Temporary Pause Support
If you experience job loss, medical emergency, or sudden income disruption while on an active plan, you can request a Temporary Hardship Pause or restructured schedule directly from the Customer Care & Support box inside your Customer Portal.
Balance Disputes & Collection Hold Procedure
If you believe a balance is incorrect, already paid, or belongs to another person, submit a Balance Review / Dispute through the Customer Portal or email hello@uzadebt.io with your UzaDebt reference and any payment receipt. Upon logging a dispute, outbound reminders are paused while we reconcile records with the originating lender.
Complaints Handling & Resolution SLA
| Stage | Commitment | Channel |
|---|---|---|
| Acknowledgement | Within 1 business day (logged with ticket timestamp) | Customer Portal / Email / WhatsApp |
| Lender Verification | Within 5 business days for balance or payment disputes | Compliance & Recovery Desk |
| Final Written Outcome | Within 7 business days (or 14 days for complex archives) | Email & Portal Event Log |
External Regulatory Escalation
If a complaint is not resolved to your satisfaction by our internal Compliance Desk, you may escalate the matter to the originating bank or financial institution’s complaints unit, the Bank of Tanzania (BoT) Consumer Protection Desk, the Fair Competition Commission (FCC), or—for data privacy matters—the Personal Data Protection Commission (PDPC).