ZIMBABWE’s postal and courier services sector is facing a structural decline as shifting consumer behaviour, rising costs and digital disruption continue to erode traditional mail volumes.
According to the Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz) fourth-quarter 2025 sector performance report, postal and courier volumes fell sharply by 19,09 percent to 291 106 items, down from 359 794 in the previous quarter.
Despite the overall contraction, the Potraz report highlighted a spike in inbound letters, which surged by 372,70 percent to 32 503 during the quarter from 6 876 in the previous quarter.
Potraz said this suggests that while domestic letter usage is declining, international correspondence — possibly linked to diaspora activity — continues to sustain parts of the segment.
Domestic postal letters recorded the steepest decline, plunging 47,23 percent during the quarter, while international outgoing letters dropped by 53,64 percent. Only a few categories registered growth, with international incoming letters rising sharply by 372,7 percent, while international incoming courier volumes increased by 18,35 percent.
The report indicated that the broader communications landscape is changing rapidly, with consumers relying more heavily on digital platforms, mobile data and online messaging services.
The decline comes as Zimbabwe’s telecommunications sector continues to expand, particularly in mobile Internet and broadband services.
“The 2026 outlook for Zimbabwe’s postal and telecommunications sector is defined by a rapid transition toward a data-centric ecosystem, spearheaded by the accelerated deployment of 4G, 5G and fibre infrastructure.
“The expansion will potentially drive a surge in both mobile and fixed Internet traffic in the year ahead.” Mobile Internet traffic rose by 11,27 percent during the quarter, while fixed Internet traffic increased by 8,86 percent, reflecting growing demand for streaming, online communication and digital services.
On the infrastructure front, the number of operational postal outlets remained unchanged at 281. However, courier outlets declined from 210 to 204 after global logistics firm DHL closed six outlets during the period,” Potraz said.
The contraction pushed service density higher, with each outlet now serving 32 320 people, up from 31 925 previously.
During the period under review, sector revenue declined by 2,3 percent to ZiG185,51 million from ZiG189,89 million, while operating costs rose by 6,8 percent to ZiG217 million.
More notably, capital expenditure surged by 149,3 percent to US$1,9 million from US$764 631, suggesting operators are investing heavily in technology upgrades and infrastructure modernisation to remain competitive.
According to Potraz, the cost-to-income ratio deteriorated from 107,5 percent to 117,5 percent, indicating that operators are increasingly spending more than they are earning.
Mr George argues that the sector is caught in a difficult transition phase.
“Operators are being forced to invest in digital transformation and logistics capabilities at a time when their traditional revenue streams are shrinking. It’s a classic case of disruption where legacy models are no longer viable, but new ones are not yet fully mature.”
Technology analyst Mr Tawanda Murehwa said the figures reflect a long-term structural transition rather than a temporary downturn.
“The postal sector is facing the same disruption seen globally. Consumers and businesses are shifting toward instant digital communication platforms, electronic billing, e-commerce systems and cloud-based services. Traditional letters are becoming less relevant in daily economic activity,” he said.
He said courier services are likely to remain important, particularly for e-commerce and international trade, but operators will need to modernise their business models.
“Operators now have to reposition themselves around logistics, parcel delivery and digital commerce support services rather than relying on conventional postal volumes,” he said.
Mr Murehwa added that continued investment in Internet infrastructure and the Government’s push towards artificial intelligence and digital transformation would accelerate the shift.-herald
