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Customer Care Regulations on Postal Service Amended

November 3, 2021

Independent Communications Authority

Customer Care Standards Regulations applicable to Postal Service Licensees have been amended.

The Independent Communications Authority published the amended Regulations in Government Gazette 45415 in terms of the Independent Communications Authority of South Africa Act.

The Regulations are designed to prescribe minimum customer care standards applicable to the Postal Service Licensee.

A new Regulation 1A on definitions is inserted.

A new Regulation 2 on the customer care standards for postal services is also inserted.

It focuses on visibility; accessibility; language; reports; staff; consumer confidentiality and insurance policies.

A new Regulation 4 on complaints escalated to ICASA by customers is also inserted.

According to ICASA, the aim of amending the Regulations is to strengthen the provision of quality postal services through setting out minimum standards to protect and promote the interests of customers and to enable ICASA to monitor and enforce compliance with the customer care standards provided.

The amended Regulations will come into effect 90 days after the date of publication.