Standards

STANDARDS Customer service parameters 

  1. Parameter: Service Accessibility

Definition: Presence of pick and drop off points set out by Posta Uganda or an appointed agent. Purpose: This parameter indicates coverage and type of postal service available to customers across the country. Target: 95%

  1. Parameter: Licensee Disclosure  

Definition: Information displayed at each operational outlet to support a customer’s purchase decision. Purpose: This parameter contributes to empowering customers through availing adequate information (on Tariffs, Operational Hours, Terms and conditions of carriage, Liability policy, Delivery timelines, Prohibited goods and Contact information). Target: 95%   Technical parameters 

  • Parameter: Speed and Reliability

Definition: The time it takes to deliver a postal item against what is promised by Posta Uganda. Purpose: To ensure that Posta Uganda delivers as promised to the customer (the Average transmission time (in days) taken between posting and delivery of items). Target: 85% of all postal items delivered within 48 hours as specified by the regulator.  

  1. Parameter: Complaints Resolution

Definition: A documented process on how customers’ complaints on loss, damage or delay of a postal article while in conveyance. Purpose: Ensuring due responsibility is taken in cases of loss, damage or delay of items in transit. Target: 100% of all complaints resolved.

  1. Letters, Packets and Parcels delivery – critical tick in time (latest arrival time at office of exchange is 2:00pm)
GPO and Kampala area48hrs
From GPO to District Post Offices72hrs
From GPO to Sub Post Offices96hrs


DETAILED MAIL STANDARDS

DOMESTIC MAIL DELIVERY STANDARDS
(MAILS POSTED BEFORE 12:00 NOON ON EACH WORKING DAY)

 DescriptionNumber of daysDelivery standard
1Ordinary Mail posted  for delivery in the same officeSame day delivery J= Day of arrival of the item at the office      of destination.  J+0 e.g. General Post office for  delivery at General Post Office
2Intra town mailNext business day deliveryJ+1
3Inter town mail (between major post offices and along Post bus routes)2 business days
J+2
4Posted at GPO for delivery to areas off the Post bus routes)3 business daysJ+3
5Hard to reach areas4 Business DaysJ+4

EMS DELIVERY STANDARDS FOR INBOUND ITEMS
(ITEMS RECEIVED AT THE OFFICE OF EXCHANGE BEFORE 10:00 AM)

 DescriptionNumber of daysDelivery standard
1Zone 1 (Kampala)Same day deliveryJ+0
2Zone 2 (Along the Post bus routes)Items are delivered to the addressee within 24 hoursJ+1
3Zone 3 (Off Post bus routes)Items are delivered to the addressee within 36 hoursJ+2

INTERNATIONAL OUT BOUND ITEMS

4International out boundItems are delivered to the addressee within  5 working days.J+5

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