IMDA fine SingPost US$221,000 for not meeting 2018 QoS standards

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The Infocomm Media Development Authority (IMDA) has imposed a financial penalty of S$300,000 (US$221,000) on Singapore Post Limited (SingPost) 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.

Under IMDA’s Postal QoS framework, SingPost is required to deliver 99% of local basic letters to an address within the Central Business District (CBD) and 98% of local basic letters to destinations outside the CBD by the next working day. SingPost did not deliver 99% of local basic letters within the CBD by the next working day in four months.

The Postal QoS framework requires SingPost to achieve 100% delivery of local basic letters and registered basic letters by the second working day. However, SingPost did not deliver 100% of local basic letters by the second working day in nine months. SingPost also did not deliver 100% of registered basic letters by the second working day in four months.

The Postal QoS framework also requires SingPost to deliver 99% of international incoming basic letters received before 3:00pm at Singapore Post Centre to an address within the CBD and 98% of international incoming basic letters to destinations outside the CBD by the next working day. SingPost also has to dispatch 100% of processed outgoing basic letters to departing flights by the next working day. 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.

In assessing the penalties, IMDA took into account that SingPost had 20 incidents of non-compliance in 2018, compared to nine incidents in 2017. IMDA also took into consideration that these were repeated failures, and in some cases involved lost letters. Nevertheless, IMDA also noted that the failure margins in 2018 were generally lower on average compared to the year before.

Having considered all factors, IMDA has imposed a financial penalty of S$300,000 (US$221,000) on SingPost for the 20 incidents of non-compliance with IMDA’s QoS standards in the period from January to December 2018.

IMDA has also completed its investigations of the case of the postman that discarded returned mail and advertisement mails at Reflections at Keppel Bay in 2018. The postman, Liu Zhengang, was dismissed by SingPost after the incident and has returned to China.

IMDA’s investigation found the postman to have breached the Postal Services Act for discarding postal articles and has issued an advisory to him. He will be barred from employment in Singapore and will be arrested if he returns to Singapore. IMDA reserves the right to prosecute him. IMDA has also issued an advisory to SingPost to remind it of its obligations to safeguard mail integrity and security and to train and educate its staff to perform their task properly.

IMDA takes a very serious view of any lapses in SingPost’s mail services and has directed SingPost to take urgent steps to improve its service standards and restore public confidence in its postal services.

To this end, IMDA notes that SingPost has actively implemented immediate measures such as hiring more postmen, extending delivery slots for basic mail parcels to weekday evenings and Saturdays, and increasing the number of dedicated counters and staff at post offices for mail/package collection. SingPost has also pledged to conduct an overall review of its operations to improve its service standards and meet consumer expectations amid the changing postal landscape.

IMDA will continue to work with SingPost to improve the quality and reliability of its postal delivery services.

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With a decade of experience in trade publishing, Hazel first joined UKi Media & Events in 2011 as assistant editor before progressing to editor of Business Airport International. After taking 18 months off to bring up her daughter and try her hand at marketing copywriting, she returned to UKi Media & Events in January 2018 to do what she loves best – magazine editing!

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