[Regulation 2 heading substituted by section 4 of Notice No. 1464, GG45415, dated 29 October 2021: effective 29 January 2022]
The customer care standards for the Postal Service Licensee to be adhered to at all times are the following:
| (a) |
The post office name and postal code must be displayed at the entrance of all post offices. |
| (b) |
Business hours must be displayed at all post offices. |
| (c) |
All post offices must display mail collection frequency and clearing times. |
| (d) |
Products and services currently on offer must be displayed at all post offices. |
| (e) |
Up-to-date posters of complaints procedures and dispute resolution mechanisms must be displayed at all post offices and on the Licensee’s website. |
| (f) |
All post offices must display the share call number, telephone number, and email address, as well as the fax number of the Licensee’s contact centre. |
| (g) |
All post offices must display the area manager’s contact details e.g., telephone number and email address. |
| (h) |
Directional signage must be visible on main access routes within a three (3) kilometre radius of all post offices. |
| (i) |
All post offices must have their Global Positioning System (GPS) coordinates displayed on the Licensee’s website. |
| (a) |
Post offices and postal services must be made accessible to persons with disabilities, and to older persons. |
| (b) |
Customer service time should not exceed seven (7) minutes for postal services. |
| (c) |
In the instance that queuing time exceeds seven (7) minutes, a Licensee, or the person delegated by the Licensee, must intervene to address the issue in the interest of customers. |
| (d) |
The Licensee must implement an electronic system for payment of postal services. |
| (e) |
In the event that a post office is to relocate or permanently close, the Licensee must display such a notice for the customers at least sixty (60) days before such closure or relocation. |
| (f) |
The post office relocation or closure notice must include the location of the nearest alternative post office. |
| (g) |
Should a post office be temporarily closed, the Licensee must immediately display such a notice, which must include information of the nearest post office. |
A post office must communicate with its customers in English and in any other official language that is dominant in the area where the post office is situated.
| (a) |
A Licensee must submit to the Authority quarterly reports on customer complaints it receives. |
| (b) |
Reports must be detailed and include, but not limited to: |
| (i) |
Number of complaints received per month, including unresolved complaints from previous months; |
| (ii) |
Name and surname of the complainant; |
| (iii) |
Date on which the complaint was received and resolved; |
| (iv) |
Nature of complaint received; |
| (v) |
Number of items lost per month; |
| (vi) |
Average turn-around times for all complaints resolved; and |
| (vii) |
Number of applications on the waiting list for post boxes. |
A Licensee must ensure that:
| (a) |
Staff at all post offices have a thorough and accurate knowledge of their products and related services; and |
| (b) |
Staff wear corporate clothing and name tags. |
| 2.6. |
CONSUMER CONFIDENTIALITY |
Personal information of a customer must be processed in accordance with the requirements as set out in the Protection of Personal Information Act, 2013 (Act No 4 of 2013).
Customers must be made aware of insurance facilities for lost or damaged letters or parcels, when entering into postal services transactions.
[Regulation 2 substituted by section 4 of Notice No. 1464, GG45415, dated 29 October 2021: effective 29 January 2022]
Financial Management of Parliament Act, 2009
