Postal service complaints? Here’s what to do
The Communications Regulatory Authority of Namibia (CRAN), under the Communications Act (No. 8 of 2009), regulates postal services in Namibia.In 2019, CRAN published the Licencing Regulations for the Postal Sector, establishing postal licence categories and licencing procedures for postal service providers. CRAN is also mandated to protect consumers, ensuring all service providers meet minimum Quality of Service (QoS) standards per the 2015 QoS Regulations.
Procedures
CRAN’s Complaints and Enforcement Unit within the Regulatory and Corporate Legal Services Department handles complaints. Upon receiving a complaint, the unit acknowledges it within three days, allows both parties to present their cases, and then prepares a decision for the Regulatory Affairs Committee, which communicates the outcome to the involved parties.
Grounds for complaints
Consumers can file complaints on issues such as:
• Lost or delayed mail and opened parcels.
• Service and product delivery dissatisfaction.
• Complaint handling, such as poor communication or lack of resolution.
• Customer service issues, including staff behaviour and wait times.
• Quality of service, including handling of mail and customer support.
• Privacy concerns about the handling of personal information.
When and how to complain to CRAN
Consumers may approach CRAN if a complaint to the postal provider is unresolved after 14 days or is unsatisfactorily addressed. Complaints should be submitted in writing, stating the cause, relief sought, and relevant evidence. Forms are available at CRAN’s office or online.
Where to complain
Complaints can be submitted to CRAN by hand at the Courtside Building in Windhoek, by email to [email protected], or online.
Postal service providers
Currently, Namibia Post Limited (NamPost) is the only registered postal service licensee, holding a Designated Postal Operator Licence since August 2020. As a result, CRAN currently accepts consumer complaints solely against NamPost.
For questions, queries and further clarification related to consumer complaints, kindly contact our Regulatory & Corporate Legal Services Department at Tel: +264 61 222 666 or Email: [email protected].
*Simson Shimakeleni is CRAN’s Legal Advisor: Complaints & Enforcement.
** Opinion pieces and letters by the public do not necessarily reflect the opinion of the editorial team. The editors reserve the right to abridge original texts. All newspapers of Namibia Media Holdings adhere to the Code of Ethics for Namibian Media, a code established jointly with the Media Ombudsman.