Long queues frustrate pensioners at NamPost pay points

Pensioners in five regions have raised concerns over NamPost’s new payment system, which has delayed their monthly grants and left thousands waiting in long queues across the country. The government granted NamPost the contract to disburse grants, in an effort to cut out middlemen and save N$51 million.However, the move appears to have backfired. Since the roll-out, beneficiaries say the system has caused long queues, extended delays, and lacks toilets at pay points, with some pensioners describing the experience as frustrating and exhausting. Previously, grants were paid through Epupa Investment Technology, a private company that handled cash payments at various rural points and surrounding locations at Rundu. KAVANGO EAST In the Kavango East region, pensioners say the new system has brought more suffering than relief. “I came early in the morning before 08h00, but I was not helped. I have been here for over four hours. The process is pathetic, they are using only machines, and it is very slow,” says Christophina Mukwanyoka (76) from Ndama. She says elderly people stand in the sun for hours without water or toilets nearby. “We came yesterday and were not assisted. I am still here today, and there are a lot of people waiting. There’s no water for us to drink. People are struggling to relieve themselves because there are no toilets for us to use.” Another pensioner, Helena Kawana (72), says she has not received her payment since the new system started.“I am not paid until now, and my family depends on this grant. We do not have hope; we are shattered by this process. I almost fainted,” Kawana says. Some beneficiaries said they had not been assisted for two days. Joseph Musongo (68), who arrived at the venue before 07h00, said the elderly are being instructed randomly without help. “We are being told right, left, centre to go there and here without any progress. We are handcuffed in one place, and someone might be unfortunate here.” He said the machine stopped working while people from the previous day had not been assisted. “Majority of the people started questioning the workers and some began using force while demanding answers.”He said the system failed the beneficiaries. “Why should the government punish us this way? We want the councillors, and the governor to get a solution and inform the state what pensioners in this region are going through,” Musongo said. OKAHANDJA Hundreds of elderly people and people with disabilities last week arrived at the Okahandja NamPost office as early as 06h00 to collect their grants. Ismael Humbu (64), a pensioner from Otjinene in the Omaheke region, yesterday said he was visiting his family at Okahandja and used the opportunity to collect his cash at the town. He said he went to NamPost at around 06h00 and was only assisted at around 11h00. “It is disorganised and it is not the same as the previous one we had at Epupa. Here there are no proper queues.” He said “those who could speak for themselves” were helped first, and those with disabilities were left to wait in the long queues. EPUPA CONSTITUENCY At Omuzenga village in the Epupa constituency, about 100 elderly people allegedly spent two nights at the pay point waiting for NamPost. By 15h30 yesterday, NamPost had not shown up, and the elders were expected to spend another night at the spot. Ndahafa Nangolo, who travelled from the Oshana region to sell her merchandise, says the elders are sleeping at an open space under the trees.“Some of them are very, very old and have travelled from far. They arrived here on Monday morning, but NamPost did not show up,” she says. Marius Nangolo, who coordinates the disbursement of social grants for the Kunene, Omusati, Oshana, Oshikoto and Ohangwena regions, says while NamPost is trying to ease the situation, beneficiaries should show up at the postal offices on the first day of the month. “Our people come in numbers that you cannot even control. For example, you expect 3 000 people, you get 6 000, but we will address those problems. We will be required to have an awareness campaign that will educate our people to be patient and not even go to the neighbouring places,” he says. Pensioner and community activist Belinda //Garoës has proposed for NamPost to invest in vehicles to distribute the grants instead of the post offices alone. “The government gave NamPost money. They should buy cars so we get paid from the vehicles, because the manager of NamPost will just close the office at 17h00,” she said. ‘ADDITIONAL TEAMS’ NamPost chief operating officer Willem Mouton yesterday said the pilot programme was aimed at testing the stability of the system and beneficiary turnout. “Our team, however, noted the high turnout at the Okahandja branch and deployed additional mobile teams to support with grant distribution.“NamPost will operate an in-branch grant distribution schedule and to ensure orderly distribution when we go live countrywide,” he said. The programme was also piloted at Omitara Post Office in the Omaheke region, Groot Aub in the Khomas region, and Otjimbingwe in the Erongo region. NamPost’s corporate marketing and communications manager, Gladwin Groenewaldt, has acknowledged the challenges and says the organisation has deployed additional mobile teams to reduce the backlog. “We continue to work closely with the Namibian Police and our security service provider to ensure order at pay points,” Groenewaldt said yesterday. “We are contacting vendors to provide temporary water and ablution facilities at the payout points.”