postoffice.co.za Customer Service Complaints Procedure : South African Post Office

Name of the Organization : South African Post Office
Type of Facility : Customer Service Complaints procedure
Head Office : Centurion
Website : https://www.postoffice.co.za/CustomerService/complaintsprocedure.html

What is the Procedure to file Complaint?

Any person or organisation may lodge a complaint about any aspect of the Post Office’s operations and services. To lodge a complaint, please contact us through any of the following methods:

Related / Similar Post :
South African Post Office Customer Service Contact Number

South African Post Office Customer Service Complaints Procedure:
** You can contact the Branch Manager where the service was rendered.
** Call The National Contact Centre on 0860 111 502
** Email us at customer.services AT postoffice.co.za
** Fax us on 0866 861 857

Write to us at :
PO Box 10 000,
Pretoria, 0001

Please supply the following details :
** Full details of complainant (name, surname, postal address, telephone number, fax, email address)
** The branch name and nature of the incident.
** The customer’s expected outcome.
** Standard for resolving complaints

Once a complaint has been lodged :
** The time frame to resolve the complaint in accordance with the customer care standards laid out by the Postal Regulator, is five working days from time of receipt.

** Where a complaint cannot be resolved within the prescribed time frame, the customer will be notified within three working days, and be informed of planned action.
** If the customer is not satisfied with the outcome from the Post Office, then he/she may approach the Postal Regulator for the resolution of any disputes.

The Postal Regulator :
ICASA Consumer Complaints
Private Bag X10002, 2146
Telephone: + 27 11 321 8200
Facsimile: + 27 11 448 1870

What is National Customer Service Centre?

** The National Customer Service Centre is offering a variety of services.

** Not only does the National Customer Service Centre do Track and Tracing of items, it also handles calls for our Transport and Logistics Business Unit.
** Other services offered include, Docex, (e.g. tracing of legal documents), support on ad-hoc projects handled by the Post Office and Post Box Enquiries.

** The centre also receives all complaints and general queries from all customers.
** We also provide a Credit Card facility where customers can phone and place orders on line.
** These customers usually purchase postage stamps in bulk, postage included envelopes and the Easy Post product range.

** Our aim is to build a long lasting relationship with both our personal customers and business customers through rendering high quality pro-active services.
** Please contact us on 0860 111 502 for all queries, complaints, compliments, advise or information that you require about our postal services.

Code of Practice :
** Code of practice for South African Postal Industry in terms of the standard and guidelines prescribed by the Independent Communication Authority of South Africa.

Objectives of the code :
** To provide guidelines that will ensure acceptable standards of conduct by the South African Post Office and set uniform standards of service for consumers.

** To uphold professionalism, responsiveness, honesty, trust, respect, excellence, quality and commitment to client satisfaction and compliance.
** To promote harmonious interaction and relationship between the South African Post Office and its clients.

South African Post Office Customer Service Centre Email IDs

South African Post Office Customer Service Centre Email IDs are given below. Please contact us on 0860 111 502 for all queries, complaints, compliments, advise or information that you require about our postal services.

Please use the email address of the province where the incident occurred?
customerservicesho AT postoffice.co.za
customerserviceskzn AT postoffice.co.za
customerservicesec AT postoffice.co.za
customerservicescp AT postoffice.co.za
customerserviceswc AT postoffice.co.za
customerserviceswits AT postoffice.co.za
customerservicesnr AT postoffice.co.za

Some Important Information From Comments

Comments:
1. Indeed, the service is very poor where can we report them. To this day, I have not received my package which was supposed to have been delivered by 17th May. It held at customs and no one cares to update. I called post-office and they just say their unable to get hold of customs. I wonder if will I ever get my parcel (or) I am just being scammed by them.

2. I paid for registered post and when checking the tracking of the letters, there is non after the first comment was posted that the letter was received, when calling the post office they told me, I called Cape Mail & was advise the IT department is aware of the problem & she doesn’t think, the web page will be updated so, in other words I paid for services not rendered as I need the track & trace report.

3. I am complaining about the delay of our post offices. I have ordered 2 to 3 items in December. I didn’t get those items until now, why your service is so poor like that. Even if you track the items you may see that the items has been collected by the postal agency but, you won’t get it soon, you will get it after 2 to 3 months. Its boring sometimes.

FAQ On South African Post Office

Here are some frequently asked questions (FAQs) and answers about the South African Post Office

Q: What is the South African Post Office (SAPO)?
A: The South African Post Office (SAPO) is the national postal service provider in South Africa. It is a government-owned entity responsible for providing postal and related services to individuals, businesses, and government entities in South Africa.

Q: What services does the South African Post Office offer?
A: The South African Post Office offers a wide range of services, including domestic and international mail delivery, postal box rentals, registered mail, courier services, money transfers, bill payments, philatelic services, and more. SAPO also provides various retail and financial services, such as selling postage stamps, envelopes, and packaging materials, as well as offering banking and insurance services.

Q: Where are South African Post Office branches located?
A: The South African Post Office has an extensive network of branches and outlets across South Africa. Branches are located in many towns and cities throughout the country, and there are also post office agencies in smaller communities. SAPO’s website or customer service helpline can provide information on the nearest post office location.

Additional Generic Procedure

Here are the steps on how to file a complaint in the South African Post Office website:
1. Go to the South African Post Office website at https://www.postoffice.co.za/.
2. Click on the “Contact Us” tab.
3. Click on the “Complaints” link.
4. Enter your full name, email address, and contact number.
5. Select the type of complaint you want to file.
6. Enter a brief description of your complaint.
7. Attach any supporting documents, such as a copy of your receipt or tracking number.
8. Click on the “Submit” button.

Once you have submitted your complaint, you will receive an email confirmation. The South African Post Office will investigate your complaint and will contact you within 10 working days.

Here are some additional things to keep in mind when filing a complaint with the South African Post Office:
* You must be the sender or recipient of the item that you are complaining about.
* You must provide as much information as possible about your complaint, such as the date of the incident, the tracking number, and the amount of money involved.
* You must attach any supporting documents, such as a copy of your receipt or tracking number.
* You must be patient, as it may take some time for the South African Post Office to investigate your complaint.