Debated in Parliament on 4 Feb 2026.
Ms Hany Soh asked the Minister for Digital Development and Information over the past three years (a) what has been the trend of Singapore Post Ltd’s (SingPost) compliance with the Postal Quality of Service (QoS) standards set by the Infocomm Media Development Authority (IMDA); (b) whether the IMDA has received feedback for service quality improvement by SingPost; and (c) if so, what are the three highest categories of feedback received.
Sir, SingPost has consistently met the Postal Quality of Service (QoS) standards over the years. Data on this compliance is published on the Infocomm Media Development Authority's (IMDA's) website.
In 2025, last year, IMDA received 23 pieces of feedback on postal service quality, all of which were related to misdelivered letters and delays in letter delivery. Similar trends were observed in 2023 and 2024.
Ms Hany Soh.
I thank the Senior Minister of State for his reply. In this regard, I have two supplementary questions. One is pertaining to a recent feedback that I have received from my Woodgrove residents. In fact, it is about misdelivery or missing letters that they were supposed to receive, inviting their children to attend our Woodgrove's Edusave ceremony. This is a rather unfortunate incident and we wondered how does the Ministry of Digital Development and Information (MDDI) intend to ensure that there is continuous improvement to SingPost's services; bearing in mind, in the Senior Minister of State's earlier reply, it was mentioned that, indeed, some of the feedback has already been brought to the Ministry's attention.
The second supplementary question is,
Sir, firstly, may I say that I am sorry to hear about that incident at Woodgrove. I know Edusave Awards mean a lot to parents and their children. And hearing this, I will ask my IMDA colleagues to take a look into this particular case.
Secondly, on the issue of the how we assess SingPost's compliance with the QoS framework, IMDA gets an external, independent assessor to do a simulated letter test on a quarterly basis to determine whether SingPost has met the QoS requirements. And the results are published on IMDA's website.
In terms of the comparison of our QoS standards with other countries, in fact, Singapore has one of the most stringent QoS requirements compared to many other countries. For example, in Hong Kong, for Hongkong Post, letters are typically delivered within one to three days. And for many other countries the letters are generally delivered between two and five days.
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