Zigama CSS

Whistleblowing and Reporting an Issue

If you have witnessed anything at Zigama CSS that is dishonest, unsafe, unethical, or against the rules, you can report it here. You may choose to remain anonymous and do not have to provide your name.

How to report an Issue

This page is for reporting suspected wrongdoing by a staff member, agent, or supplier. You do not need proof or certainty to raise a concern. Reports made in good faith will not result in any action against you, even if the concern is later found to be unfounded.

Need Help With Something Else?

For account issues, failed transactions, or delayed branch responses, please use the Contact Us page to reach the appropriate team faster. Do not include account numbers, PINs, or passwords in your report. If someone is in immediate danger, call the police on 112 first.

Go to the contact page

Issues worth reporting

Fraud and theft

Unauthorized taking of money or assets, fake transactions, or altering records to conceal wrongdoing.

Bribery and Favouritism

Offering, requesting, or accepting money or other benefits to influence decisions, such as processing and approving a loan or service, prioritising a request, or ignoring wrongdoing.

Abuse of position

Misusing authority or access to harass, intimidate, or gain an improper personal benefit.

Breaking the rules

Violating the Bank’s policies, failing to disclose conflicts of interest, or acting in ways that breach regulatory requirements.

Frequently asked questions about reporting an issue at Zigama CSS

Will my report be kept confidential?

Yes. Zigama CSS is committed to maintaining the confidentiality of all reports. Personal information you provide is treated with the utmost discretion, and you are encouraged to report anonymously if you prefer.

What types of issues can I report at Zigama CSS?

You can report a wide range of issues, including service related issues, fraud or suspicious activities, unethical behaviour, customer service complaints, and any concerns about the Bank’s policies or practices.

What happens after I report an issue?

Your report is acknowledged and reviewed by the relevant department. Depending on the nature of the issue, an investigation is conducted, and you are informed of the outcome or resolution where appropriate.

What protects you

Rwandan law and the Bank’s internal policy protect anyone who reports wrongdoing honestly and in good faith. This protection is based on four key principles.

You can stay anonymous
You may report wrongdoing without providing your name or identifying information.
Your Name Is Protected
If you choose to provide your name, it will only be accessible to the designated report handlers and will not be shared with the department or individuals concerned.
Non-Retaliation
Good-faith reporting will not result in dismissal, demotion, transfer, or other penalties. Retaliation against a reporter is itself a disciplinary matter.
It’s Okay to Be Wrong
You only need to raise a genuine concern; you do not need to prove it. Reports made honestly but found to be unfounded will not result in consequences. Knowingly false reports are treated differently.

Submit a Report

Tell us what you observed in your own words. Include as much detail as possible about what happened, where, and when to help us assess the concern.

You may report anonymously without providing your name, address, or phone number. However, internet activity may still be visible to your employer or service provider. For greater privacy, consider using the designated reporting portal or a device and connection not linked to you.

Choose How to Report

Select your preferred way to submit your report

Enter the name if known, or leave it blank if you prefer it to remain anonymous.

Supporting Documents

This form does not accept attachments. If you have supporting documents, mention them here and submit them through the confidential address provided or when contacted by the responsible team.

What happens next

Every report is sent directly to Internal Audit and the Chair of the Audit Committee, with no other parties involved in the initial process.

  1. Logging

    Your report is recorded and assigned a reference within two working days. All reports are retained after being logged.

  2. Assessing

    Internal Audit reviews the report and determines whether it requires investigation or referral to the regulator or police. Anyone named in the report is excluded from the assessment.

  3. Investigating

    Where investigation is required, findings are reported to the Audit Committee and, where appropriate, the Board. Most investigations are completed within 30 days.

  4. Closing

    If you provided contact details, you will be informed of the outcome. Anonymous reporters can use their reference number to request an update through the confidential reporting channel.

Other Reporting Options

You are not obliged to use the above form. Other reporting channels are available below. The first three reach the same designated recipients, while the remaining options are independent of ZIGAMA CSS.

Confidential email

whistleblowing@zigamacss.rw

Read by internal audit and the chair of the Audit Committee only. Use it when you have documents to attach.

Confidential line

+250 788 352 829

Ask for internal audit. Quote your reference if you are following up an anonymous report.

By post

Chair, Audit Committee

Zigama CSS, P.O. Box 4772 Kigali. Marked confidential, it is opened by the chair alone. The surest route if you want no digital trail.

National Bank of Rwanda

bnr.rw

Our regulator. For a concern about how the cooperative itself is run, or if you believe a report made here would not be dealt with.

Office of the Ombudsman

ombudsman.gov.rw

Takes reports of corruption and injustice from anyone, and can act independently of us.

Rwanda Investigation Bureau

rib.gov.rw

Where a criminal offence has been committed. Their hotline is 3512.