Regulations > Compliance Procedure Manual Regulations, 2011 > Forms

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

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.

Signature

Designation

Date

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