SingPost fined for not meeting QoS standards

Singapore Post (SingPost) has been heavily fined for not meeting its domestic Quality of Service (QoS) targets.

The Singapore Infocomm Media Development Authority (IMDA) imposed the fine for not meeting the postal Quality of Service (QoS) standards for delivery of local basic letters, registered basic letters and international basic letters in 2018.

The IMDA said in a statement: “Having considered all factors, IMDA has imposed a financial penalty of S$300,000 on SingPost for the 20 incidents of non-compliance with IMDA’s QoS standards in the period from January to December 2018.”

IMDA stated that it had directed SingPost to take “urgent steps to improve its service standards and restore public confidence in its postal services”.

The IMDA’s investigations revealed SingPost did not meet the following postal QoS standards:

– SingPost did not deliver 99% of local basic letters within the Central Business District (CBD) by the next working day in four months.

– SingPost did not deliver 100% of local basic letters by the second working day in nine months.

– SingPost did not deliver 100% of registered basic letters by the second working day in four months.

– SingPost did not meet the requirements for the delivery of international incoming basic letters within the CBD by the next working day in three months.

The IMDA concluded, “IMDA will continue to work with SingPost to improve the quality and reliability of its postal delivery services.”

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