Ukrposhta has changed the operating rules for its branches during alerts
On September 23, Ukrposhta updated its customer service rules at city branches. From now on, during air raid alerts, the acceptance and pickup of packages will take place outside the regular line.
From now on, parcel drop-offs will be given top priority, while parcel pickups will be given second priority. This means that customers with parcels will be served outside the general queue.
Financial services, including pension payments and other transactions, will be provided according to the standard procedure. As the CEO explained, such transactions can be completed after the air raid alert ends on the same day, since Ukrposhta’s servers are secure.
Smiliansky gave the example of a delivery from Kyiv to Odesa. For a package to arrive in Odesa the next day, it must be sent from Kyiv no later than 10:00 p.m. Before that, it must be picked up from the post office, transported to the sorting center, sorted, and loaded onto a vehicle.
Therefore, if a customer is standing in line at 3:55 p.m. and an air raid alert is announced at 4:00 p.m. that lasts until 6:00 p.m., a package accepted after the branch resumes operations can only be shipped the next day. However, if it was accepted before the alert was announced, it will continue on its scheduled route.
Ukrposhta explains that it aims to reduce the time shipments spend at branch offices, especially during shelling.
According to Smiliansky, the company fully reimburses customers for the cost of packages if they are lost due to shelling. At the same time, money cannot always replace the contents of a shipment, especially when it comes to personal belongings.
Starting September 23, more than 90% of city branches with more than one service window will switch to the new service procedure. The “Express Window” will give priority to parcel-related transactions.
The director of “Ukrposhta” notes that the new procedure is being introduced due to constant air raid alerts, which may shorten branch operating hours. The main goal is to have time to accept a package and forward it before the branch has to close due to an alert.
At the same time, the rules for branch operations during “yellow” and “red” air raid alerts remain unchanged for now.
The company also plans to launch self-service stations and increase the number of parcel lockers.
Source: Ihor Smilianskyi
Earlier, Ukrposhta announced delivery times for packages despite the shelling.
Ukrposhta will deliver marriage certificates to a number of countries.
As a reminder, Ukrposhta continues to install in-branch parcel lockers. They are currently operational in 15 regions of Ukraine and allow most customers to receive parcels without waiting in the general line.
Ukrposhta has suspended operations at its last brick-and-mortar branch in Druzhkivka, a town near the front lines in Donetsk Oblast, due to constant Russian shelling and the threat to employees and local residents.
