Postal and Courier Commission starts end-to-end measurement

The Postal and Courier Services Regulatory Commission (PCRSC) has started an end-to-end measurement of basic postal and courier services.

This is aimed at assessing the performance of operators in the delivery of universal postal service to improve efficiency.

Mr John Otuteye, Director of Licensing and Regulations of PCSRC, said the Commission would collate results from its findings to be analysed and compiled into a document to improve quality and improving safe delivery of service to consumers.

He said at this at the fourth Annual Stakeholders Forum in Accra to discuss issues related to the Postal and Courier sector under the theme: “Empowering the Postal and Courier operators for efficient delivery”.

Mr Otuteye said the World Bank in collaboration with the Ministry of Communication is providing funds for the engagement of consultants to help formulate a strategic plan for the Commission.

He said the objective was to provide the PCSRC with a reference document containing its operational, financial and administrative manuals to guide the Commission in achieving its mandate, including capacity building.

Mr Otuteye said the plan would review the legal and regulatory environment and develop appropriate draft legislations including subsidiary legislations to give effect to the Act establishing the PCSRC, with reference to the postal policy.

He said the plan, when implemented, would expand the postal network and contribute to economic development and promote social cohesion and integration.

He said the Commission “undertakes enforcement exercises to arrest and prosecute the Directors of Licensed Courier Operators for persistently refusing to renew their operating licences”.

Mr Otuteye added that the aim was to protect licensees and consumers from unfair conduct of other licensees with regard to quality of postal services.

He noted that the major problem facing the service was consumer complaints and stressed that the Commission would establish an efficient procedure for the efficient handling and resolution of customer complaints in accordance with the regulations established by the Licensor.

He said the Commission faced challenge in getting Operators to follow the provisions contained in their licence conditions and to co-operate with the PCSRC by providing information required which included financial and operational reports.

Mr Otuteye urged operators to pay their Annual Operating Fee to avoid any penalties adding that the Operating Licence could not be transferred to any person without the prior written consent and approval of the Licensor.

He also said the name of an operator could not be altered without the prior written consent and approval of the Commission.

Osabarima Ansah Sasraku III, Chairman of the Board of Commissioners of PCSRC, said as at 31st Aug 2011, the Commission had registered seven new private courier firms bringing to 70 the total number of registered postal and courier service providers.

He said the figure represented an increase over last years’ figure of 63.

Osabarima Ansah Sasraku said the Commission would launch public education and awareness programmes to promote activities of the Commission especially for business people who desire to venture into the postal and courier arena.

He said the Commission would meet with other stakeholders outside the mainstream operations such as the Customs Excise and Preventive Service, Ghana Airport Company, Ghana Ports and Harbours Authority and the Security Services.

“The meeting would provide platform for the members in the industry to discuss issues affecting its operations and come out with amicable solutions” he added.

Mr Emmanuel J.K. Arthur, Public Relations and Consumer Affairs Manager of PCSRC, said the Commission had instituted annual programmes such as stakeholders and consumer’s forum, Inspection of Post Offices and premises of courier operators, production of promotional materials and the development of official website currently being assessed by the National Information Technology Authority (NITA).

He said the move was to educate the public on the activities of the Commission in its quest to achieve results for development.

Mr Arthur said the Commission had Plans to open three zonal offices to be sited in Kumasi, Takoradi and Tamale with the help of liaison officers to provide basic information and assist prospective operators, forward completed application forms to the Head Office and sell application forms.

Mr Arthur appealed to Courier operators to publish or make public their charges which should be displayed at their offices for easy customer reference.