STANDARDS Customer service parameters
- 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%
- 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.
- 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.
- Letters, Packets and Parcels delivery – critical tick in time (latest arrival time at office of exchange is 2:00pm)
| GPO and Kampala area | 48hrs |
| From GPO to District Post Offices | 72hrs |
| From GPO to Sub Post Offices | 96hrs |
DETAILED MAIL STANDARDS
DOMESTIC MAIL DELIVERY STANDARDS
(MAILS POSTED BEFORE 12:00 NOON ON EACH WORKING DAY)
| Description | Number of days | Delivery standard | |
| 1 | Ordinary Mail posted for delivery in the same office | Same 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 |
| 2 | Intra town mail | Next business day delivery | J+1 |
| 3 | Inter town mail (between major post offices and along Post bus routes) | 2 business days | J+2 |
| 4 | Posted at GPO for delivery to areas off the Post bus routes) | 3 business days | J+3 |
| 5 | Hard to reach areas | 4 Business Days | J+4 |
EMS DELIVERY STANDARDS FOR INBOUND ITEMS
(ITEMS RECEIVED AT THE OFFICE OF EXCHANGE BEFORE 10:00 AM)
| Description | Number of days | Delivery standard | |
| 1 | Zone 1 (Kampala) | Same day delivery | J+0 |
| 2 | Zone 2 (Along the Post bus routes) | Items are delivered to the addressee within 24 hours | J+1 |
| 3 | Zone 3 (Off Post bus routes) | Items are delivered to the addressee within 36 hours | J+2 |
INTERNATIONAL OUT BOUND ITEMS
| 4 | International out bound | Items are delivered to the addressee within 5 working days. | J+5 |