Standards

DELIVERY & OTHER STANDARDS

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

International out bound

Items are delivered to the addressee within 5 working days.

J+5

Search