Quality of Service for Postal Services

IMDA requires Singapore Post Ltd (SingPost) to comply with the Postal Quality of Service (QoS) standards established by IMDA. SingPost measures and submits to IMDA, every quarterly, the performance results it achieved for the various indicators. From time to time, where feasible, the standards set are reviewed and modified to meet with the growing demand for a higher level of service to the consumers at large.

The information below is based on SingPost's quarterly submission.

Delivery of Local Basic Letters

(a) % of mail delivered by next working day (D+1)

IMDA's requirement: % of mail delivered by next working day to an address within CBD* - 99%
% of mail delivered by next working day to an address outside CBD* - 98%

Mail Delivered by next working day 2019 Jan Mar

Outgoing Basic Letters Despatched

(b) % of outgoing mail processed and connected to departing flights by next working day
(subject to availability of flights)

IMDA's requirement: 100%

Outgoing Mail connected by departing flights by next working day 2019 Jan Mar

Incoming Basic Letters Received

(c) % of mail received before 3pm at Singapore Post Centre delivered by next working day

IMDA's requirement: % of mail delivered by next working day to an address within CBD* - 99%
% of mail delivered by next working day to an address outside CBD* - 98%

Incoming Mail received before 3pm at Singapore Post Centre delivered by next working day 2019 Jan Mar

* For postal delivery purposes, CBD generally refers to postal sector codes beginning with 01, 03-08, 17-18 and 22-23.

Last updated on: 05 Aug 2020