Electronic Communications Act, 2005 (Act No. 36 of 2005)RegulationsCompliance Procedure Manual Regulations, 2011FormsForm 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 |
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Branch code
|
Displayed at all outlets |
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Display of business hours
|
Displayed at all outlets |
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Collection frequencies and clearing times
|
Displayed at all outlets |
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Products and services
|
Displayed at all outlets |
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Code of conduct
|
Displayed at all outlets |
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Complaint procedures and Dispute Resolution
|
Displayed at all outlets |
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Share call number, email and fax numbers at customer contact centres
|
Displayed at all outlets |
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Regional / provincial contact details
|
Displayed at all outlets |
2. | Accessibility |
Requirements
|
Target |
Achievement (Number) |
Comments |
Access to people with disabilities
|
At all branches |
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Parking bays for people with disabilities
|
At all outlets |
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Implementation of electronic payment systems for the payment of postal services
|
At all outlets |
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Height of countries
|
At all outlets |
3. | Queuing time |
Queuing time for customers at all outlets
|
Not more than 7 minutes |
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Province
|
Number of outlets |
Average queuing time (minutes, seconds) |
Comments |
Eastern Cape
|
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Free State
|
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Gauteng
|
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Kwa-Zulu Natal
|
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Limpopo
|
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Mpumalanga
|
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Northern Cape
|
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North West
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Western Cape
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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
|
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English
|
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IsiNdebele
|
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Sepedi
|
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Sesotho
|
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SiSwati
|
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xiTsonga
|
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Setswana
|
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tshiVenda
|
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isiXhosa
|
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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
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Designation
|
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Date
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