Quality Standards for Mail Delivery

Mr Baey Yam Keng asked the Minister for Communications and Information since July 2012 when SingPost was required to appoint an independent auditor to conduct monthly tests to determine whether it meets IDA's seven quality of service (QoS) standards, how has SingPost's performance been and whether IDA has been satisfied with the delivery standards so far.

Assoc Prof Dr Yaacob Ibrahim: In July 2012, IDA enhanced the postal Quality of Services (QoS) framework. Thereafter, SingPost was required to appoint an independent auditor to conduct monthly tests, to determine SingPost's compliance with the QoS framework.

Based on the auditor's findings, IDA has noted that SingPost has complied with the QoS standards, with the only exception earlier this year in February 2013 when SingPost failed to meet the QoS standard for 100% delivery of local basic letters by the second working day. SingPost achieved only 99.6% for this standard and thus IDA imposed a financial penalty of $10,000.

Aside from these auditors' findings, IDA also actively monitors consumer complaints on postal delivery service and may impose penalties on SingPost if any non-compliance of the QoS framework is discovered from the investigations of such complaints.

I understand from IDA that Singapore's postal QoS framework is one of the most stringent in the world. Most countries do not require 99% and 98% of local basic letters posted before stipulated collection times 2 , to be delivered by the next working day for destinations within and outside the Central Business District respectively. In addition, 100% of such letters need to be delivered by the second working day. Nonetheless, I would like to assure this House that IDA will continue to ensure that SingPost improves its delivery processes so that the public's postal needs are met.

Note(s) to Question No(s) 27:

2 The stipulated collection times for Mondays to Thursdays are 7 pm for mail posted within the CBD, and 5 pm for mail posted outside the CBD. On Fridays, the collection times are extended by one hour.