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
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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.
Hello, I reside in Potchefstroom -Ikageng. On 5 May 2023 me and my 73 year old mother who is a SASSA grant recipient, visited the post office in Ikageng township just before 3pm to enquire about her gold SASSA card which has expired and retained in the ATM.
They told us that we need to come on Mondays or Tuesdays for old age card renewals, but we need to be there at the crack of dawn for they only help 50 people per day. We did not dispute that but rather, asked them if they could be able to make an exception for my mother who has a knee injury and cannot walk very fast. I even went as far as explaining that I can come early to join the queue on her behalf and she can come later in the morning.
However, I won’t have taxi fare as we stay very far from the post office. Therefore, I asked the lady who is the one that controls the queue who told me that her name is Boitumelo (she was not wearing a name badge), if it happens that I may not be able to make it on time (as I will be walking and even at six o’clock it’s still dark and we all know that our country is not safe) will they be able to make exceptions for my mother regarding our circumstances. The lady said no and went on to tell me that I am a female therefore, I cannot be broke to a point of not having taxi fare I must make a plan. There was a gentleman next me who was also a client and he laughed at me. I felt so insulted and humiliated. I am very astonished by such a remark from a service provider. Could you kindly attend to the matter I will not be insulted like that by another human being who is even supposed to be a professional in their workplace.
I reside in Potchefstroom -Ikageng. On 5 May 2023 me and my 73 year old mother who is a SASSA grant recipient, visited the post office in Ikageng township just before 3pm to enquire about her gold SASSA card which has expired and retained in the ATM.
They told us that we need to come on Mondays or Tuesdays for old age card renewals, but we need to be there at the crack of dawn for they only help 50 people per day. We did not dispute that but rather, asked them if they could be able to make an exception for my mother who has a knee injury and cannot walk very fast. I even went as far as explaining that I can come early to join the queue on her behalf and she can come later in the morning.
However, I won’t have taxi fare as we stay very far from the post office. Therefore, I asked the lady who is the one that controls the queue who told me that her name is Boitumelo (she was not wearing a name badge), if it happens that I may not be able to make it on time (as I will be walking and even at six o’clock it’s still dark and we all know that our country is not safe) will they be able to make exceptions for my mother regarding our circumstances. The lady said no and went on to tell me that I am a female therefore, I cannot be broke to a point of not having taxi fare I must make a plan. There was a gentleman next me who was also a client and he laughed at me. I felt so insulted and humiliated. I am very astonished by such a remark from a service provider. Could you kindly attend to the matter I will not be insulted like that by another human being who is even supposed to be a professional in their workplace.
The Howick KZN Post Office. Is closed on Sat 29 April 2023. This is not a public holiday.
Also, the Howick KZN Post Office closes when there is Load-shedding.
Is this legal…
Hi,i would like to complain about Post Office at Nafcoc Shopping centre in Soshanguve,Pretoria.Since my parcel arrived at the Post office on the 02 March 2023 and i only received the email on the 19th March 2023 that my parcel has been held at the Post office.Since that I’ve been going up and down to the post office to collect my parcel without any success. As a result i was told that the post office
is closed and the parcel is still inside.So i really don’t know what to do or what is the next alternative plan.
The post office in Hertzogville Free State, the customer service consultant stole my aunt’s money and to date they still investigating and promised to come back to us. Can someone assist with this, it’s been 4 months now. They stole R6100 from a 75-year-old, even we opened a case with the police but nothing is happening
My Name is Deepan Manilal Gohil.
On 21.09.2022 I sent a registered mail from Cape Town addressed to Kenyan High Commission Pretoria. TRACKING REF: PE903718665ZA. One week before that another registered mail to Kenya High Commission was mailed from Nairobi, Kenya. Please confirm safe receipt of the same two registered mails. And confirm if they were collected by Kenya Embassy.
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 2022. 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’m just being scammed by them.
I wonder why we still have Post Office, I have send a registered mail on the 06 May 2022 up until now the recipient hasn’t received it. I tried to phone the number 080011XXXX the reply is that the number is not in service.
I hate to use post office coz this people they not work.our parcel always stuck in mail center.I will never use post office again and last they steal my parcel.guys please don’t keep our parcels.
Whats Rong to the post office my post was posted on the 12 March2022 but still my parcel is not at me here in Utrecht and it’s a speed service ,from king williams town post office what Rong I can’t see where is it why?
I’m complaining about the delay of our post offices, I’ve 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’ll get it after 2 to 3 months. its boring sometimes
Good day
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 the call Cape Mail, I called Cape Mail & was advise the IT department is aware of the problem & she doesnt think the web page will be updated so in other words i paid for services not rendered as I need the track & trace report
Good day to you. The complaint is about collecting my s.r.d. R350 grant from the post office in Grassy Park, Cape Town. About two months ago i went to collect my s.r.d. payment at the post office in grassy park. I was immediately refused payment in a rude and abrupt manner. I COULD NOT BELIEVE THE WAY I WAS TREATED, JUST AFTER WALKING UP TO THE WINDOW TO COLLECT PAYMENT. I was told….” look at this id !! i am not going to help you with this broken id !! look at it !!!” then i said to the woman. ” i don’t understand. the i.d number is clear to see, and that is my face on the i.d document. she replied…” The cover is loose from the id !! i’m calling my manager. i’m sure his gonna say the same thing”. wich he did, in a very abrupt manner. i could not believe the treatment i was getting. i said to him…” can i ask you a question ?”. he replied..NO…NO !!. GO AND GET A TEMPORARY I.D. And he just walked back to his office. and then she just said ” next please “. i borrowed R60 from my neighbor to travel to plumstead post office, and they accepted my i.d. without any problem. the woman that treated my with disrespect for no reason, is called “RENE”. i can only describe her is the woman with the straight black hair. it put me in a terrible mode. when i got home, i took it out on my family, which still haunts me. now i hear that people can even get their R350 grants without an id., and even on a day they are not supposed to get paid, through a so called ” connection” at grassy park post office”. they then pay the person a fee for doing that. I AM DISGUSSTED !!!. the post office was contracted by sassa to deliver a service by paying grantees their money. not to be rude and insulting towards citizens. this is an issue i need to talk about on social media. I DON’T SIT WELL WITH RUDENESS AND DISONNESTY….NOT AT ALL. i hope these words don’t fall on deft ears, and that good changes will be made at grassy park post office. she also said that…” i will check if there”s money for you, but i’m not gonna pay you”. i don’t understand the point. it looks like she’s telling me… “if there is money available for you, you can go and collect it at another post office. i feel angry as i type this letter. let me rather stop. please do something about RENE and her rude manager. thank you for taking the time to read the complaint. good day to you and be safe.
Good day
The lady working at the desk at the post office at the square in boksburg needs to be fired immediatley , she lies there is no paper when we came to do license renewal went back and sent a friend with a proxy letter and she still declined to do the work for me . This lady is rude when she speaks and one day someone will catch her and break her mouth .