Acts Online
GT Shield

Electronic Communications Act, 2005 (Act No. 36 of 2005)

Regulations

Compliance Procedure Manual Regulations, 2011

Forms

Form 13 : Customer Care Standards

 

FORM 13

 

CUSTOMER CARE STANDARDS

 

POSTAL SERVICES (RPS)

 

This Form must be submitted in accordance with the Customer Care Standards for Reserved Postal Services

 

This Form should be submitted quarterly in accordance with the Authority's Financial Year.

 

1. Visibility

 

Requirements

 

 

Target

Achievement (%)

Comments

Corporate signage

 

Displayed at all branches



Branch code

 

Displayed at all outlets



Display of business hours

 

Displayed at all outlets



Collection frequencies and clearing times

 

Displayed at all outlets



Products and services

 

Displayed at all outlets



Code of conduct

 

Displayed at all outlets



Complaint procedures and Dispute Resolution

 

Displayed at all outlets



Share call number, email and fax numbers at customer contact centres

 

Displayed at all outlets



Regional / provincial contact details

 

Displayed at all outlets



 

 

2. Accessibility

 

Requirements

 

 

Target

Achievement

(Number)

Comments

Access to people with disabilities

 

At all branches



Parking bays for people with disabilities

 

At all outlets



Implementation of electronic payment systems for the payment of postal services

 

At all outlets



Height of countries

 

At all outlets



 

 

3. Queuing time

 

Queuing time for customers at all outlets

 

 

Not more than 7 minutes

Province

 

 

Number of

outlets

Average queuing time (minutes, seconds)

Comments

Eastern Cape

 




Free State

 




Gauteng

 




Kwa-Zulu Natal

 




Limpopo

 




Mpumalanga

 




Northern Cape

 




North West

 




Western Cape

 




 

 

4. Language

 

4.1 List the languages available at postal outlets and indicate the number of postal outlets offering each language:

 

Mark with an "X" where applicable

Language

Number of outlets


Afrikaans

 



English

 



IsiNdebele

 



Sepedi

 



Sesotho

 



SiSwati

 



xiTsonga

 



Setswana

 



tshiVenda

 



isiXhosa

 



isiZulu

 


 

4.2 Total number of languages available:

 

 

 

 

5. Insurance Policies

 

Standard

 

 

Target

 

Achievement (%)

 

Comments

 

Information about insurance on parcels or mail should be communmicated to customers

 

 

 

At all times



 

6. I, ......................................................................., in my capacity as ...............................................................hereby verify that the information provided is true and correct.

 

7. Signature

 

Signature

 

 

 

 

Designation

 

 

Date