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-qos-2016-oct-dec

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-qos-2016-oct-dec

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-qos-2016-oct-dec

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

MAIL COLLECTION TIMES

Mondays to Thursdays
Within CBD – 7pm
Outside CBD – 5pm

Fridays
Within CBD – 8pm
Outside CBD – 6pm

Last updated on: 04 Sep 2019