29 June 2012 - The Infocomm Development Authority of Singapore (IDA) has revised the Quality of Service (QoS) framework for postal services.

Key changes include increased financial penalty and the appointment of an Independent Assessor

The Infocomm Development Authority of Singapore (IDA) has revised the Quality of Service (QoS) framework for postal services. This revised framework will be applicable to Singapore Post Limited's1 (SingPost) basic letter delivery service and will be effective from 1 July 2012.

One key change under the revised framework is the increase in financial penalty for breach of the QoS standards. A financial penalty of up to $50,000 per month per indicator2, which indicates delivery requirements within a specified time frame, may be imposed for non-compliance with QoS, compared with the current penalty of $1,000 to $5,000 per month per indicator.

Another key change is the requirement for SingPost to appoint an independent assessor to conduct a sampling letter test. SingPost's compliance with IDA's QoS framework is currently measured via a sampling letter test that is carried out by SingPost. SingPost will be required under the revised framework to also appoint an Independent Assessor to conduct the sampling letter test at SingPost's cost. This will serve as an additional method of measuring SingPost's compliance with the QoS framework on a monthly basis.

Mr Leong Keng Thai, IDA Deputy Chief Executive and Director-General (Telecoms & Post) said, "IDA reviews its QoS framework regularly to ensure the continued relevance of the postal QoS standards in today's environment. While the standards remain relevant, the changes underscore the importance of postal services, and ensure that SingPost will continue to improve its service standards to meet the public's postal needs."

The QoS framework for postal services was last reviewed in 2006. While its standards are already among the most stringent in the world, IDA initiated the review of the QoS framework in 2011 in view of the increase in consumer feedback regarding basic letter services, and to ensure that the standards remain relevant in the current environment.

For more information, please refer to www.ida.gov.sg.


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Notes to Editor:

1 As the designated Public Postal Licensee (PPL), SingPost is required to perform a set of Universal Service Obligations as determined by IDA, including:

  • providing services for the conveyance and delivery of letters to any person in Singapore who requests for such services; and
  • providing and maintaining post boxes and post offices throughout Singapore.

2 SingPost continues to be the designated organisation representing Singapore at international and regional postal meetings. Please refer to Annex for indicators.

About Infocomm Development Authority Singapore

The Infocomm Development Authority of Singapore (IDA) is committed to growing Singapore into a dynamic global infocomm hub. IDA uses an integrated approach to developing infocommunications in Singapore. This involves nurturing a competitive telecoms market as well as a conducive business environment with programmes and schemes for both local and international companies. For more news and information, visit www.ida.gov.sg.

For media clarification, please contact:

CHIA Wan Fen (Ms)
Manager, Corporate and Marketing Communication
Email: chia_wan_fen@imda.gov.sg