UNDERSTANDING THE CONSUMER COMPLAINTS PROCEDURE FOR THE POSTAL SERVICES SECTOR IN NAMIBIA

06 NOVEMBER – WINDHOEK

The Communications Regulatory Authority of Namibia (CRAN) is mandated to regulate the Postal Services by the Communications Act (No. 8 of 2009).

CRAN passed the Regulations Prescribing Licence Categories and Licensing Procedures for Postal Service Licensees in Government Gazette No. 7072, General Notice 506, dated 02 December 2019, in accordance with the Communications Act (Licensing Regulations for the Postal Sector). These Licensing Regulations for the Postal Sector set out the Postal Licence Categories and the Licensing Procedures for Postal Service Providers.

Additionally, CRAN is further mandated to safeguard consumers under Section 79 of the Communications Act. All telecommunications, broadcasting, and postal service providers are required to maintain the minimum Quality of Service (QoS) standards in accordance with the Regulations Prescribing Quality of Service Standards Applicable to Service Licensees, 2015 (QoS Regulations).

---

The Consumer Complaints Procedure for the Postal Sector

Adjudication of Postal Complaints

• The duty to process complaints in CRAN resides with the Complaints and Enforcement Unit of the Regulatory and Corporate Legal Services Department.
• Upon receipt of a complaint, the unit ensures acknowledgment within 3 days.
• The complaint is then processed, allowing all parties involved to present arguments and counterarguments.
• The Complaints and Enforcement Unit prepares a decision paper for the Regulatory Affairs Committee.
• The Regulatory Affairs Committee’s decision is communicated to the parties involved.

---

What Issues Can Be Complained About?

Any person (natural or juristic) may lodge a complaint against a postal service provider on issues such as:

• Lost Mail: When mail or parcels are lost.
• Delayed Mail: When mail or parcels do not arrive on time.
• Opened Mail: If mail or parcels have been opened.
• Service and Product Delivery: Dissatisfaction with the delivery of services or products.
• Complaint Handling Process: Concerns regarding delayed responses, lack of resolution, or poor communication.
• Customer Service Issues: Complaints related to rude or unhelpful staff, long wait times, compensation for losses or theft, or difficulty contacting support.
• Quality of Service: Concerns about timely delivery, proper handling of mail, and customer support.
• Confidential Information: Security concerns regarding personal information.

---

When to Complain to CRAN

Consumers can submit a complaint to CRAN if a complaint submitted to the postal service provider remains unresolved after 14 days, or if the consumer is dissatisfied with how the postal service provider handled the complaint.

---

How to Complain

A written complaint, including the cause, relief sought, and supporting evidence, must be submitted on the prescribed form, available at CRAN’s office at Courtside Building, 3rd and 4th Floor, c/o Fidel Castro & Rev. Michael Scott Street, Windhoek, or on their website https://www.cran.na/consumer-forms/.

---

Where to Complain

Complaints may be delivered to CRAN:

• In Person: Courtside Building, 3rd and 4th Floor, c/o Fidel Castro & Rev. Michael Scott Street, Windhoek.
• Via Email: ael@cran.na
• Online: https://www.cran.na/consumer-forms/

---

Postal Service Providers in Namibia

Currently, Namibia Post Limited (NamPost) is the only registered postal service licensee in Namibia. NamPost was awarded a Designated Postal Operator Licence on 19 August 2020 under the Communications Act and Licensing Regulations for the Postal Sector. Consequently, CRAN only accepts consumer complaints lodged against NamPost.

For questions, queries, and further clarification related to consumer complaints, contact the Regulatory & Corporate Legal Services Department at Tel: +264 61 222 666 or Email: ael@cran.na.

---

ENDS

Issued By:

Mr. Simson Shimakeleni
Legal Advisor: Complaints & Enforcement
The Communications Regulatory Authority of Namibia (CRAN)
Tel: +264 61 222 666
Email: communications@cran.na