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Customer Care Standards for Postal Services Under the Spotlight

March 3, 2021

Independent Communications Authority

Amendments are proposed to the Customer Care Standards Regulations applicable to Postal Service Licensees.

The Independent Communications Authority (ICASA) invited comment on the draft amendments in Government Gazette 44196.

The Regulations were published in Gazette 35097 in 2012.

They set down the minimum Customer Care Standards applicable to Postal Service Licensees.

An amendment is proposed to Regulation 1 setting out the intention of the regulations and inserting key definitions.

Amendments are also proposed to Regulation 2, 3 and 4.

According to ICASA, the draft amendments are designed to strengthen the provision of quality postal services by setting out minimum standards to protect and promote the interests of customers.

They also aim to enable ICASA to monitor and enforce compliance with the customer care standards.

Comment is invited until 5 May 2021.

Meanwhile, in Gazette 44206, ICASA calls on interested applicants to participate in a qualification process to operate as a secondary geo-location service provider.

The call is made in terms of Regulation 16 (1) (e) of the 2018 Regulations On the Use of Television White Spaces.