By MONICA Q. TAMBALA
Lilongwe, 7 June, MANA: Following the recent Malawi Communications Regulatory Authority (MACRA) caution on unlicensed courier service providers, MACRA continues to encourage customers to work with licensed courier services for better service delivery.
In an interview with Malawi News Agency (MANA), Communications Manager for Malawi Communications Regulatory Authority, Zadziko Mankhambo, said they receive complaints from different people and engage them according to the license conditions of the entity.
“We encourage people to use licensed courier operators because when something is wrong we can easily take them to account. There are penalties which are issued in accordance with every breach of the license conditions,” Mankhambo said.
While courier services are meant to step in and provide a much quicker and more reliable solution to delivering mail, it has come to light that some courier services lack quality service delivery as some parcels go missing while others exceed the required time.
“As MACARA we have a license complaining procedure which the consumer is supposed to do. The grievance first goes to the service delivery company and comes to us if the customer is not satisfied,” Mankhambo added.
In a separate interview, one of the customers Deborah Banda welcomed the development describing it as beneficial for her business as it will ensure safety and guarantee of parcels.
“A lot of the workers at some courier services mistreat customers when parcels go missing as they deny responsibility of the loss. I hope they will change their attitude as I will confidently report my case to MACRA should it happen again,” she said
Commenting on service delivery, Talha Malik of speed courier says they handle issues that come to their attention appropriately.
“This is a service industry and complaints are expected, both positive and negative on a daily basis as we operate in fourteen branches delivering nationwide”.
“Depending on the scenario, we always find out what the problem was in order to give a good service,” Malik further added.
MACRA’s intervention comes in after several complaints from customers over poor service delivery from selected local courier service providers.
