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 the performance results it achieved for the various indicators on a quarterly basis. 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.

Note: IMDA suspended the Quality of Service standards for postal services from Mar to Sep 2020 due to the COVID-19 pandemic. All Quality of Service standards were reinstated from Oct 2020 except for outgoing letters despatched.

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 - 98%^

^ With effect from 1 April 2020.

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%

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 - 98%^

^ With effect from 1 April 2020.

Last updated on: 27 Apr 2021