By MATSIKO GonzagueRwanda Utilities Regulatory
BackgroundCurrent status of Postal SectorRegulatory EnvironmentThe role of regulation in the postal and courier sectorUniversal AccessQuality of Service(QoS)SecurityConsumer protection
The Postal System has been the main communications infrastructure in Rwanda since1922.
The National Postal Office(NPO) operated without a guiding regulations and this situation emphasized the gap governing the sector, which established the National Post Office as a monopoly in 1992.
From that time until now, NPO has been the only officially recognized postal operator.
New entrants came into the postal market
(particularly the express segment) by taking advantage of gaps in the existing laws and regulatory regime.
The postal services in Rwanda are providing by the National Post Office and number of Private Operators both local and international.
The National Post Office of Rwanda has 19 branches in 17 Districts out of 30 districts.
Rwanda is in process of integrating postcode into National Addressing System in order to enhance e-commerce. Post Office received an expert from UPU to make visibility study on how Postcodes can be integrated to existing addressing system.
The Rwanda postal sector is experiencing significant change which is characterized by increased customer expectations, increased competition, technological changes, and the internationalization of business, particularly in cross-border mail, express mail and logistics.
Postal sector is now under supervision of the Ministry having postal matters in its duties (currently the Ministry of Youth and ICT).
Law No. 09/2013 of 1st March 2013 establishing RURA and Postal Sector regulation is one of the mandates given to RURA
RURA drafted regulations on Postal and Courier Operators will be adopted very soon.
Drafted Postal Sector Policy in Rwanda(seeks to provide Rwanda with a clear vision and policy direction for driving a growing and modernized postal services industry) waiting to be adopted.
Waiting the ICT bill to be adopted very soon( establishing a framework for ICT policy and regulation, Postal sector is included the scope of this bill).
To promote and encourage the expansion of postal services for the social and economic development of the country;
To ensure the compliance with the rules of transparent and competition;
To ensure equal treatment of beneficiaries and the respect of the principles of adaptability and continuity of the public service;
To ensure that services are provided throughout the country as far as practicable, reasonably postal services to satisfy demand for the services;
To ensure that providers of postal and courier services achieve the highest level of efficiency in the provision of the services and are open to customer and community needs;
To provide quality standards required by the Authority for the provision of postal and Courier services in the Country ;
To promote and protect the interests of beneficiaries;
To guarantee the secrecy of the correspondence.
Postal Regulations encourages the postal operator to provide universal postal service and continually improve on service coverage and penetration levels, which can be used to measure achievements in the universal service provision.
Authorities hereby established the minimum postal service standards for the universal services with regard international postal regulations.
Postal operators shall comply with quality of service standards, which was determined by the Authority in accordance with international postal regulations.
Dos should have in place automate quality of service monitoring equipment and the necessary skills to improve quality of service in the postal sector.
The Regulatory Authority determined items prohibited to be routed by postal operators.
In our regulation we have highlighted that Security measures are one facilities required for operating as postal or courier Licensee. For instance, scanning machines or detectors on of office of exchange and sniffer dogs.
The regulatory authority needs to protect the consumers from poor quality of services, and ensure that operators conform to international postal standards.
A customer shall have the right to compensation in case a postal or courier article is lost or misplaced within the operator’s network or system.