Our response to the COVID-19 outbreak
Our response to the COVID-19 outbreak

Delivery Service Alerts: International Delivery Services & Contactless Collections

In light of the current challenges brought on by the Covid-19 pandemic, with the suspension of flights to many international destinations and with the temporary closure of several postal offices around the world, international postal service options are currently limited.

As a vital sector provider, Emirates Post is working hard to ensure the provision of timely and reliable international delivery solutions. We continue to offer our international premium service to over 100 countries worldwide and are working with our partners towards the resumption of full international postal services currently only available to select countries.

Customers can check the available international delivery options on the Rate Calculator on our website.

Emirates Post continues to accept inbound international postal & e-Commerce shipments from all countries that are still capable and operating.

We remind customers of our contactless collection process for international premium bookings made online and by account customers through our dedicated call centre. Customers make the booking, print and sign the e-airway bill prior to the arrival of our courier. When the courier arrives, customers will be asked to place the shipment and the e-airway bill at the door and either step away a safe distance or close the door for the courier to pick up the item.

EMIRATES POST REDUCES OPERATING HOURS IN DUBAI BASED CENTRES

In line with the latest directives of Dubai’s Supreme Committee of Crisis and Disaster Management aimed at containing the spread of the COVID-19 virus, Emirates Post will further reduce working hours, on a temporary basis, at all of our Dubai-based Customer Happiness Centres.

Starting Monday, 6 April 2020, all our Dubai based Customer Happiness Centres will operate from 9 am to 2 pm only (with no afternoon shifts) and will close over the weekend (Fridays & Saturdays). Delivery and courier services continue as normal.

As a vital sector service provider, we remain open for business and urge everyone to exercise caution and respect government directives on social distancing and restrictions on movement, and ask customers to adhere to health and safety guidelines and wear masks and gloves whilst visiting our Centres.

We remind our customers that certain Customer Happiness Centres have been temporarily closed due to building/establishment or area closures:

  • Tamm Dalma Centre and Das Island branches in Abu Dhabi
  • TECOM, DMCC, DIFC, Dubai Silicon Oasis, Al Ras, Al Khor, and Naif branches in Dubai
  • RAKEZ branch in Ras Al Khaimah and
  • SEDD branch in Sharjah

Customers can remain informed on our latest business updates via our official social media channels.

Service Alert – Al Ras Area

On the morning of March 31, 2020, Dubai's Supreme Committee of Crisis and Disaster Management announced restrictions on movement in the Al Ras area for intensified sterilization procedures. These heightened restrictions and road closures will affect our delivery services to addresses within this location.

We are working with the authorities to determine if and how access may be granted to our operational team to service residents located in this area and will continue to complete shipment deliveries wherever possible.

In addition, our Al Ras, Al Khor, and Naif Customer Happiness Centers are temporarily closed for the coming two weeks as per government directives. Rest assured that any items currently in those branches are safely stored and available for pick-up once the Centers reopen.

In the meantime, any services and shipments intended for the above-mentioned Centers will be transferred as of April 1, 2020 to our Customer Happiness Center – Deira Main.

Similar to other organizations providing vital services, our team is working hard under these difficult circumstances, hence, whilst we remain committed to ensure a smooth delivery and customer experience for all, we anticipate that there may be some delays in our delivery times and services.

Thank you for your patience and understanding as we continue to serve the community of the UAE and maintain the safety of our teams.

Important Changes to Emirates Post Services

Emirates Post is committed to serving the UAE while taking the necessary measures to keep our employees, customers and our communities safe. During these challenging times, we are reviewing our business operations and processes daily and quickly adapting our approach with health and safety as our primary goal.

To that effect, the following changes have been made to our delivery operations and retail postal network.

Changes to our Customer Happiness Centers:

Hours of Service: We have reduced our hours of service to be from 9am – 2pm and 9am – 6pm depending on the center. We ask that you do not bring your young children with you when visiting our Customer Happiness Centers.

We are working to keep our post offices open, however some may close due to building closures beyond our control and request that you visit the nearest operating Customer Happiness Center instead. 

The following Customer Happiness Centers have temporarily closed due to building/establishment closures:

Customer Happiness Center – Tamm Dalma Centre (Abu Dhabi)

Customer Happiness Center – TECOM (Dubai)

Customer Happiness Center – DMCC (Dubai)

Customer Happiness Center – DIFC (Dubai)

Customer Happiness Center – RAKEZ (Ras Al Khaimah)

Customer Happiness Center – SEDD (Sharjah)

Social & Physical Distancing: We are asking waiting customers to please adhere to the distancing requirements of at least 1.5 meters. Our employees are conducting contactless transactions with customers as much as possible to limit physical interactions.

Transactions: We encourage customers to pay on-line, by debit, credit or wireless where possible even though we continue to accept cash payments.

Incoming Parcel pick-up: Parcels awaiting collection at the post-office will not be returned-to-sender if not collected until further notice as we have temporarily suspended the package holding periods. We kindly ask customers who are feeling ill or self-isolating, to delay their visit to our Happiness Centers and to pick up their parcel when it is safe to do so. Alternatively, Customers can have their items delivered for a small fee by placing a call to our Customer Call Center to arrange for this service.

Outgoing Parcel pick-up: Customers can book online for shipment pick-up services, which include domestic express, premium domestic and premium international shipments. Our couriers will then come to the indicated location to pick up the shipment.

Changes to how we Deliver:

Parcel Delivery:  As you may have noticed and to eliminate customer interactions at the door during deliveries, our drivers are conducting contactless deliveries. Whenever possible, based on the type of shipment, they will forgo the need for a signature upon receipt and will just verify the name and Emirates ID details instead.

Service guarantees:  Our aim is to continue providing timely and reliable service. Our operations team are now working in intervals and from our various locations in order to limit gatherings whilst ensuring service continuity. As a vital service provider, we are working closely with the authorities regarding traffic/ public movements and are looking at increasing our delivery capacity to support our customers.

Thank you for your Patience and Appreciation

It is everyone’s responsibility to do what they can to limit the spread of the virus and we ask that our customers respect the social and physical distancing protocols as per the government’s directives.

Like other organizations providing vital services, our team is working hard under these difficult circumstances. Thank you for your patience and for giving them supportive smiles and sincere thank-yous.

Our response to the COVID-19 outbreak

At Emirates Post, our staff and customers are at the heart of our business. To ensure the continuation of our services and maintain your trust in the quality and safety of our products and services, we have taken the following precautionary protocols:

General Safety Measures

  • Given the current circumstances, we are on high-alert and observing the global situation to ensure the health and wellbeing of our staff and customers
  • We are implementing safety measures in line with the requirements set out by the UAE health authorities and World Health Organization (WHO) guidelines. This includes disinfection protocols across our operations several times a day to combat any chances of transmission:
    • Customer Happiness Centres and all offices
    • Loading areas, sorting centers, and all shipments coming in
    • Trucks and other transportation vehicles
  • We have banned global business travel, advised against personal travel, and postponed all business events

Visitation Policies:

  • Only scheduled visitors will be allowed entry to our offices. All visitors will be vetted to ensure good health and advised on hygiene protocol before entering the premises
  • It is the responsibility of the organizing party to communicate with the guest and ensure they have no type of illness prior to entering the building

Service Continuity at Customer Happiness Centers

  • Our Customer Happiness Centers remain operational for the time being with no changes to timings. The teams in our branches are working in shifts and are minimizing needless contact with customers as much as possible.
  • We have implemented remote working for our administrative roles and activated teleconferencing solutions to facilitate virtual meetings. We urge our customers to make use of our online services and solutions as much as possible given the need for social distancing during this period.

 

Contactless Measures

  • To help minimize close contact in our communities, our delivery drivers will not be handing over hand-held devices to customer to capture signatures (where permitted). Instead, items will be placed outside the intended recipient’s door, and from a safe distance ask the customer to confirm their full name and ID details in lieu of signatory proof.  
  • The teams in our Customer Happiness Centers shall cease the practice of physical signature for all item deliveries. They shall accept over-the-counter delivery transactions by asking customers to place his/her own identity card in the reading device to capture their data.
  • We encourage customers to use credit cards or wireless methods of payment to settle fees when possible.

Increased Delivery Capacity

  • We have ramped up our delivery capacity to support our partners with their last-mile fulfilment requirements given the increase in online orders placed by UAE consumers.
  • We have offered free delivery of mail items to PO Box subscribers that are 60+ years of age and People of Determination.

 

Digital Options

  • Place an order online for a pick-up service and one of our courier drivers will collect the shipment for dispatch from your office or home.
  • Renew personal or corporate PO Box subscriptions through our website

Business Continuity (BCP)

  • The Executive Management Committee (EMC) and BCP task force conduct daily video conferencing calls on the evolution of the situation, discuss the protocols taken by the official authorities, assess our operations and approve any new measures to be implemented.
  • Our Business Units are mobilizing their detailed Business Continuity Plans, including pandemic operating plans, and implementing preventive actions as instructed by the UAE authorities.
  • If an employee comes to work exhibiting flu-like symptoms, or has a temperature higher than 37.3 degrees Celsius, we immediately ask that they visit the closest medical facility for testing. If there is no facility nearby, we will quarantine them and organize their care until medical transportation to a facility can be organized
  • If any of EP’s team tests positive, they will be immediately quarantined with measures taken for their care and those that they have come in contact with, and replaced with a back-up team
  • All of our employees receive regular educational briefings on maintaining hygiene practices and good health
  • All Emirates Post staff have been provided with sanitizers and disinfectant wipes and masks and are encouraged to wash their hands regularly
  • All front line Emirates Post staff have been issued basic hygiene packs.
  • Our buildings have been equipped with hand sanitizer dispensers and are being restocked as needed
  • Should the current situation require Emirates Post to operate with reduced operating hours in our Customer Happiness Centers; a rotation schedule will be put in place to ensure we are able to continue serving our communities.
  • In regards to our operations, we have a contingency resource plan to support the replacement of essential staff, should the need occur, however this will be evaluated to the relevant conditions in accordance with government mandates.

Disruptions to International Postal Network

  • We are working diligently with the Universal Postal Union and our postal partners to offset any delays and interruptions in our international postal network
  • Limited delays are inevitable due to airline schedule disruption, cancellations, workforce reductions and protocols in destination countries
  • We are keeping channels open with countries around the world through cargo solutions and close liaison with our affiliates in the private sector, including premium service partners.

Emirates Post is committed to serving our customers and the people of the UAE in a safe manner and appreciate your trust in this difficult time.


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