Customize Consent Preferences

We use cookies to help you navigate efficiently and perform certain functions. You will find detailed information about all cookies under each consent category below.

The cookies that are categorized as "Necessary" are stored on your browser as they are essential for enabling the basic functionalities of the site. ... 

Always Active

Necessary cookies are required to enable the basic features of this site, such as providing secure log-in or adjusting your consent preferences. These cookies do not store any personally identifiable data.

No cookies to display.

Functional cookies help perform certain functionalities like sharing the content of the website on social media platforms, collecting feedback, and other third-party features.

No cookies to display.

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics such as the number of visitors, bounce rate, traffic source, etc.

No cookies to display.

Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.

No cookies to display.

Advertisement cookies are used to provide visitors with customized advertisements based on the pages you visited previously and to analyze the effectiveness of the ad campaigns.

No cookies to display.

OPINION – Enhancing service quality within the postal sector

OPINION – Enhancing service quality within the postal sector

The Communications Regulatory Authority of Namibia (CRAN) regulates postal services in Namibia, designating Namibia Post Limited (NamPost) as the National Postal Service Operator in Namibia. CRAN oversees the implementation of the licence conditions subject to the Designated Postal Operator licence issued to NamPost in terms of section 96(2) of the Communications Act (No. 8 0f 2009). CRAN aims to improve the efficiency, reliability, and accessibility of postal services countrywide. 

As a crucial part of CRAN’s mandate, the Postal and E-commerce services division is responsible for the administration and management of the postal regulation, in accordance with the Communications Act, regulations and all other relevant laws. 

Enhancing postal Quality of Service (QoS) in Namibia through a regulatory framework is one of the critical focuses of the regulator. Chapter 7 of the Communications Act (No. 8 of 2009) empowers CRAN to set and enforce conditions that ensure high quality postal services across Namibia. While postal service remains significant in the Information and Communication Technology (ICT) sector, CRAN continuously seeks to boost public confidence through postal QoS in the postal system by ensuring the efficient and effective flow of mail, parcels and all related items channelled through the Universal Postal Union’s network. 

It is against this background that the Postal and E-commerce services division has commenced to conduct quarterly postal QoS inspections for the 2023 to 2024 financial year. 

In February 2024, CRAN conducted the second round of postal site inspections aimed at monitoring the implementation and adherence to postal licence conditions and escalating non-compliance in the entire Khomas region. Subsequently, CRAN further extended the postal inspections to four northern regions in the month of April 2024. As a three-year strategic initiative, the inspections are primarily conducted to ensure the following: 

• Compliance with    regulatory    standards     and     service          quality requirements; 

• That the public postal licensee provides its services as outlined in the licence conditions; 

• Ensure compliance with the Communications Act; and 

• Analyse the findings collected from inspections and prepare reports with enforceable measures and recommendations to the licensee. 

So far, the regions covered include the Khomas, Otjozondjupa, Oshikoto, Oshana and Omusati. 

In conclusion, enhancing the QoS within the postal sector in Namibia is crucial for fostering economic growth, improving communication, and promoting social inclusion. Ultimately, by prioritising QoS, Namibia can strengthen its connectivity, enhance customer satisfaction, and contribute to the overall prosperity of the nation.

*Progress Enkali is a Specialist: Postal and Courier Services at the Communications Regulatory Authority of Namibia (CRAN)