Customer service
Working hand-in-hand, from order to delivery
Getting the right tools to the right place at the right time saves lives
We work with our customers at every step of the journey, helping them to plan ahead and ensure the nets are delivered as quickly and efficiently as possible.
Whether it’s a bed net needed before the rainy season or documents required to clear customs, our customer service team ensures the details are right—so partners can stay focused on the people they serve. With years of experience in global health supply chains, the team understands vessel capacity, inspection timelines, registration requirements, and the regulatory nuances of shipping to multiple countries.
Our dedicated customer service unit, established in 2018, helps donors, procurement agents, and logistics teams manage orders smoothly from placement to delivery.
Dedicated customer support
Weekly coordination calls, proactive troubleshooting, and strong relationships with freight and inspection partners help ensure that even large, multi-country distributions stay on track.
On-time delivery
A delay in PermaNet delivery can mean missing the malaria transmission season and putting lives at risk. Our team works closely with customers to book inspections in advance, avoid bottlenecks, and find solutions quickly when challenges arise.
Aligned with local regulations
Every country has different rules for imports, inspections, and documentation. Our team supports partners in preparing and coordinating export documentation to satisfy national regulations and keep shipments moving.
Transparent tracking and traceability
We provide real-time updates from order confirmation through to delivery. Since 2022, every bag, bale, and container has carried a barcode and label aligned with global standards—enabling full traceability to the point of use.