Quality of Service

Delivering quality and reliability

Our standards and commitment to exceptional service

Our pledge

The Mauritius Post pledges to delight its customers through a well-trained, professional, and dedicated staff.

Quality objectives

Our quality objectives are aligned with our business goals to ensure satisfaction for all stakeholders:

Timely Mail Collection and Dispatch: Ensuring prompt collection and timely dispatch of mail.
Next Day Delivery: Achieving next day delivery at ‘D+1’ (85%) or as requested by the customer. (D= day of posting)
Efficient Counter Service: Reducing customer waiting time through efficient counter services.
Accurate Information: Providing reliable and accurate information to customers.
Professional Agency Services: Offering reliable agency services for the satisfaction of principals and customers.
Financial and Commercial Services: Providing professional and reliable financial and commercial services.

Our five service commitments to you

In line with our Customer’s Charter, we aim to meet service standards in the following areas:

1. Quick service

Our goal is to serve customers promptly, particularly during peak periods (11:00 to 12:30). We set performance targets for our post offices and monitor our progress through independent surveys.

2. Personal service

We offer personalized and effective service despite handling cash behind screens. We strive to be:

Friendly, efficient, polite, and welcoming
Responsive to any problems on the spot

You can help by clearly stating your needs. If in doubt, please ask.

3. Professional service

Our staff is well-trained to deliver service excellence across more than 50 services, ensuring:

Accurate and up-to-date information
Professional responses to your questions
Prompt and confidential handling of your business

4. Fair treatment for all

We aim to improve services for all customers, including those with disabilities. If you have specific needs, let us know and we will do our best to accommodate.

5. Providing information

We ensure you receive accurate and relevant information about our services.

Our services

A wide range of services is available at post offices. For more details, visit your nearest post office.

Compensation scheme

If a registered postal packet is lost, rifled, or damaged, the sender is entitled to compensation within the limits prescribed by the Universal Postal Union Letters Post Regulation.

International bureau

Postal administration of Mauritius

The International Bureau ensures adherence to international quality standards, with a target delivery time of J+5 at 85% for various global destinations, including France, Great Britain, Hong Kong and more.

International quality standard

Facilitating global postal services with precision and reliability.

J+5

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J+5

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J+5

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SAL parcels delivery standards

International delivery targets and standards for Mauritius Post

Administration ISO Code		Check
Origin	Destination	Category	Standard	Destination
MU	AU	AIR PARCELS	J + 12	SYDNEY
MU	FR	AIR PARCELS	J + 12	PARIS
MU	GB	AIR PARCELS	J + 12	LONDON
MU	IN	AIR PARCELS	J + 12	MUMBAI
MU	ZA	AIR PARCELS	J + 12	JOHANNESBURG
MU	DE	AIR PARCELS	J + 12	FRANKFURT
MU	HK	AIR PARCELS	J + 12	HONG KONG

Air parcels delivery standards

International delivery targets and standards for Mauritius Post

Administration ISO Code		Check
Origin	Destination	Category	Standard	Destination
MU	AU	AIR PARCELS	J + 12	SYDNEY
MU	FR	AIR PARCELS	J + 12	PARIS
MU	GB	AIR PARCELS	J + 12	LONDON
MU	IN	AIR PARCELS	J + 12	MUMBAI
MU	ZA	AIR PARCELS	J + 12	JOHANNESBURG
MU	DE	AIR PARCELS	J + 12	FRANKFURT
MU	HK	AIR PARCELS	J + 12	HONG KONG

Dealing with your problem through our helpline

If the Postmaster cannot resolve your issue, contact our helpline at 2082851 or email us at pohqs@intnet.mu. We acknowledge within 48 hours and reply within 7 working days. Some cases requiring detailed investigation may take longer, but you will be informed.

Mauritius Post helpline

Our helpline is open:

Weekdays: 8:15 am to 4:00 pm
Saturday: 8:15 am to 11:45 am

Customer services

Our Customer Services department is open:

Monday to Friday: 8:15 am to 4:00 pm
Saturday: 8:15 am to 11:45 am

For enquiries, you have several convenient options:

Email: pohqs@intnet.mu
Fax: Use 2129640 to reach us.
Telephone: Dial 2082851 for immediate assistance.
Enquiry Form: Complete the form available at any post office or on our website.
In-Person: Visit us at Mauritius Post Limited Headquarters in Port Louis for face-to-face consultations with our customer service team.