DELIVERY & OTHER 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 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

 

Location & Contacts

Plot 35, Kampala Road Kampala

P.O Box 7106, Kampala, Uganda

Tel: 256-414-255511 - 5,

256-414-340915 - 9

Email: customercare@ugapost.co.ug  (link sends e-mail)

UPL WhatsApp line: 0797 298 493

 

Working Hours

Monday - Friday 8:00a.m - 6:00p.m

Saturday 9:00a.m - 2:00p.m

Sunday: Closed

 

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