Re: Samoa Post’s service angers mother
Samoa Post wishes to respond to the above article in the Samoa Observer on Tuesday 1 November 2016. We agree with concerns raised by Mrs. Tavila in her letter, as all mail items sent, are expected to be delivered to the addressees as schedule. Her registered item did not arrive as expected, and we are obliged to provide clarification.
Mrs. Tavila’s registered item sent to China on the 15 June 2016, was dispatched as transit mail to Australia Post on the same day. The said bag was scanned received by Australia Post on the 23 June 2016. The delay was due, to what was explained by Australia Post, as a 3 week strike action by Australian Customs, and priority was given to Parcels and Express Mail items.
Australia Post does not provide tracking for registered items, as they are not mandatory, according to international Postal Regulations. In this effect, there were no tracking events for this item’s onward transmission from Australia Post to China Post. Australia claimed the item was sent to China Post, without tracking and the said item’s where about at this point in time, is still unknown.
Since the addressee in China denies receipt of the item, and the item was not delivered as schedule, we assumed the item was lost in transit. Samoa Post is liable to reimburse the sender for the loss of her registered item under international Postal Regulations.
Samoa Post performed its obligations towards the customer, through sending her registered item to its destination on time, however the regrettable events, were beyond Samoa Post’s jurisdiction. We apologize to Mrs. Tavila, on how her inquiry was handled by Samoa Post officials, and the delay in resolving her inquiry, but improvements were made to our Customer Services, moving forward.
But as we are approaching the Christmas period, we respectfully remind our valued customers that:
price of the service the customer selects, corresponds to specific features and compensation for that particular service;
end to end tracking for Registered Services are not mandatory, some countries provide tracking and some don’t;
end to end tracking for Parcels and Express Mail Services, are mandatory and customers can track these items, anytime online through our website: www.samoapost.ws, or through the destination country’s website;
Samoa Post does not offer Insurance Services, and the perception that Samoa Post be liable for full indemnification of the value of the content of the mail item, or the customer’s consequential loss, is misleading and beyond Samoa Post’s legal liabilities, under international Postal Regulations. Postage charged and paid by customers, covers freight and delivery costs, in destination countries.
Ma le fa’aaloalo lava,
Tupe Ualolo Nun Yan