Chitukuko Sacco Malawi


To be the leading financial institution in Malawi


A SACCO that provides quality and affordable financial services to individual members and organizations in accordance with the Best Practices.

Our Goal

To effectively and efficiently provide quality and affordable financial services that would in turn contribute to sustainable economic growth and development.

Our Core Values

  • Professionalism and impartiality in the provision of services.
  • Integrity
  • Transparency
  • Teamwork
  • Innovation
  • Concern for the community
  • Customer satisfaction through effective and efficient service delivery.

Our Commitment:

This Customer Service Charter marks an important milestone in Chitukuko Sacco Society’s commitment to excellence in service delivery. It is a commitment by the Sacco to offer excellent service to all its customers and stakeholders.

Our Obligations (Staff Obligations):
We shall endeavour to provide our stakeholders with high quality service by:-

  • Having competent and knowledgeable staff as regards our products and services.
  • Communicating effectively on new developments giving clear and concise information
  • Acting on any feedback relayed and prompt response
  • Being polite and courteous
  • Always adhering to the Sacco By-laws, rules and regulations.
  • Exercising honesty and integrity when transacting

 Your responsibilities (Member Responsibilities):

  • To be courteous and respectful to our staff.
  • To be kind and polite to other customers.
  • To attend meetings (AGM & SGM) punctually.
  • To always adhere to the Sacco By-laws, rules and regulations.
  • To engage us in constructive criticism through the laid down procedures.
  • To comply with Malawian laws in dealing with the Society.
  • To provide accurate information and authentic documents during transaction.
  • To exercise honesty and integrity in transacting with us.
  • Not to offer inducement by way of gifts and favours to Board of Directors or staff, or to solicit the same in return for our services.

Our Promise

When you visit us:
•    Attend to you within fifteen (15) minutes of your visit.
•    Treat your concern with confidentiality and privacy.

When you call us on the telephone we shall:
•    Answer your call within the 3rd ring
•    Be ready and willing to serve
•    Let you know who you are speaking to
•    Remain polite, courteous and friendly

When you write an e-mail to us we shall:
•    Provide an initial response within 12 hours
•    Let you know who is dealing with your inquiry
•    Remain polite and courteous
•    Address the issue to completion within 24 working hours i.e. 3 days

When you contact us via social media (Facebook) we shall:
•    Provide an initial response within 24 hours and follow-up on agreed action
•    Remain polite and be courteous

When you need information from us we shall:
•    Ensure we provide you with accurate, complete and up-to-date information
•    Ensure that our website and web-portal are accessible

When you have a complaint about our service, we shall:
•    Acknowledge receipt of complaint with an initial response within 12 hours
•    Resolve the complaint within 24 working hours i.e. 3 working days

We shall provide the following services within 20 minutes
•    Account opening
•    Cash and cheque deposits
•    Over the counter withdrawals
•    General inquiries

We shall provide the following services within an hour
•    Dormant account activation
•    Request for personal information change


We shall provide the following services within the same day:
•    New member registration
•    Standing order instruction processing
•    Internal Money Transfers (Within the Society)

We shall provide the following services within two (2) days:
•    External Money transfers (to other financial institutions)

 Processing of salaries into member accounts


Credit Facilities:
Loan / Advance processing and disbursement for various credit facilities shall be as follows:
•    Normal Loan- 14 days
•    Refinance Loan- depending on loan type
•    Usova loan- Every Fridays should be applied by Thursday
•    Emergency loan- 1 day
•    Advance loan- 1 day
•    Material loan- 3-14 days depending on amount

We shall refund share to exiting members:
•   90 days after giving the notice to withdraw.


Our staff:

The society recognizes its staff as its most valuable resource and will therefore continue to develop and motivate them through:-

  • Staff training
    •    Provision of a conducive working environment
    •    Continuous performance appraisal
    •    Efficient handling of personnel matters
    •    Timely payment of salaries/allowances/benefits

Our Suppliers:
•    Suppliers have to be conversant with Public Procurement and Disposal Act, and the Chitukuko Sacco Procurement Policy
•    Goods delivered and/or services satisfactorily offered to completion shall be paid within 30 days upon presentation of invoice
•    Suppliers should NEVER compromise our staff

The Government:

It is the duty of Chitukuko Sacco to comply with regulations by all government bodies including; Reserve Bank of Malawi; the Financial Cooperatives Act 2011, Cooperatives Societies Act 2010; MUSCCO etc

 General Information:

•    Our offices are open from Monday to Friday (Weekdays) 8.00am to 3:00pm;
•    We are closed on Weekends, Public & National holidays 

To contact us:


Chitukuko Sacco Society Limited
Along Zomba road Maselema

Tel: +265 887 000 888


Pacific Mall, beside Blockbuster

Tel: +265 882 647 454


In Anglican offices Off Blantyre-Zomba Road

Opposite Nedbank offices

Tel: +265 881 599 804

E-mail:  This email address is being protected from spambots. You need JavaScript enabled to view it.
Facebook: Chitukuko Sacco

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