Algérie Poste launches central complaints system with reference numbers

Algérie Poste has launched a central system for recording and resolving complaints from customers with current postal accounts across Algeria, according to Algérie 360.

Millions of people hold a current postal account, and the company says they can now follow their own complaints without returning to the counter.

Each complaint receives a unique reference number when it is entered in the central computer system. The customer uses this number to check at any time how the case is progressing.

Each file can be followed from filing until it is resolved, and, if needed, passed up to the company's highest decision levels.

Customers have three ways to file a complaint, starting with the online portal at reclamation.poste.dz, where a request takes a few clicks.

The second is by phone, through the short number 1530, which connects callers to the company's call centre.

The third is in person, at post offices across the country, where branch heads are directly responsible for recording complaints.

Algérie Poste says the aim is to lighten administrative procedures and reduce the distance between its counters and citizens. The company says it combines large-scale digitisation with human contact points.

The company says older people and users with specific needs should be heard without a difficult journey or computer skills. It also says all users should have equal access to postal and financial services.

Algérie 360 says blocked Edahabia cards, queues at branches and cash withdrawal difficulties are among the complaints users most often raise on social media.

In October, the company extended phone support, with customer service open until midnight six days out of seven.

Algérie 360 adds that a formal process of this kind should help identify recurring blocking points.