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Quality of Service (QoS) Standards

Every letter and package is as important to us as it is to you. We are committed to fulfilling our delivery standards to you.

Indicator	Target per Month
Local Basic Letters* (i) % of letters delivered by next working day (D+1)** to an address: •   Within CBD •   Outside CBD (ii) % of letters delivered by second working day** (D+2) 100%	99% 98% 100%
Local Registered Basic Letters Delivery (i) % of registered letters delivered by second working day (D+2)***	100%
Incoming Basic Letters Received (i) % of letters received before 3pm at Singapore Post Centre delivered by next working day to an address: •   Within CBD •   Outside CBD	99% 98%
Outgoing Basic Letters Despatched (i) % of outgoing mail processed and connected to departing flights# by next working day**	100%

*Basic letters refer to stamped and franked letter items up to 500g. For packages, publications and others (examples: promotional materials, merchandise, newspaper, periodical, catalogues, books) the delivery standard is 3-5 working days.

**For mail items posted before collection cut-off times e.g. within CDB: Mon-Thu: 7pm;  Fri: 8pm; Outside CBD: Mon-Thu: 5pm; Fri: 6pm.

***Cut-off time for RA Basic letters at Post Office is 2pm; Mon-Fri. Those posted after 2pm require one additional day.

***Excludes packages, publications and others (examples: promotional materials, merchandise, newspaper, periodical, catalogues, books). This will require additional 2- 3 working days.

^#subject to availability of flights

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Registered Article Service Terms & Conditions (T&Cs)

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1. Definitions

(i) “Service” means the registered article service provided by SingPost;

(ii) “Customer” means the customer of the Service; and

(iii) “Working day” means Mondays to Fridays (excluding public holidays).

 

2. Service

2.1 SingPost shall use its reasonable efforts to deliver the Customer’s article according to the Registered Article Delivery Standards (available upon request).

2.2 SingPost shall not be liable for paper-related  contents such as documents. The maximum liability of SingPost for other contents is limited to Singapore Dollars Sixty-Eight (S$68.00) per article or the declared value of the content, whichever is lower.  The Customer may purchase insurance offered by SingPost’s insurers, if required.

2.3 All claims for insurance must be accompanied by such documents and information as may be required by SingPost, including but not limited to the documentary proof of the value of the content and a letter from the addressee confirming non-receipt of the article. In the event that the article is an item purchased by the addressee on-line, the Customer must also produce a duplicate of the invoice issued by the payment mode provider evidencing payment for the article by the addressee.

2.4 SingPost shall not be liable if the article is not adequately packed by the Customer or if the packing does not conform to the Rules of Packing as listed in the Postal Services Guide (available upon request).

 

3. Request for Duplicate Copies of the Delivery Receipt

3.1 Duplicate copies of the signed local delivery receipt is available upon payment of Singapore Dollars Three (S$3.00)* (available within 2-3 working days from the date of request) and Singapore Dollars Five (S$5.00)* (available within 1-2 working days from the date of request). Duplicate copies of the signed overseas delivery receipt may be available (depending on the overseas Postal Administration), upon payment of Singapore Dollars Ten (S$10.00)* (which if available, will take at least 25 working days from the date of request).

 

4. Dangerous and Prohibited Items

4.1 Dangerous and prohibited items, including but not limited to explosives, poison, flammable items, radioactive material, compressed gas, corrosive, firearms and any items which by its nature or packaging may expose officers of SingPost to injury or cause damage to other items, are prohibited by law and will not be accepted.

4.2 Coins, bank notes, currency notes or securities of any kind payable to bearer are to be sent via insured post only. Compensation will not be payable for such lost items under the registered service.

 

5 Enquiries

5.1 Please allow at least eighteen (18) working days for delivery of overseas registered articles before raising an enquiry. For enquiries from any one (1) Customer in a calendar week, SingPost will process a maximum of twenty-five (25) enquiries or five per cent (5%) of the total registered articles posted for that week, whichever is lower. The overseas Postal Administration may take up to two (2) months to give a conclusive reply to the Customer's enquiries. All enquiries must be made within six (6) months from the date of posting. All enquiries shall be subject to such terms and conditions as may be required by SingPost.

5.2 For enquiries, the Customer shall provide a copy of the posting receipt, the registered number, details of the content, sender and addressee, and a letter from the addressee confirming non-receipt of the article, failing which SingPost will not be able to trace the registered item.

 

6. Retrieval

6.1 SingPost may, but shall not be obliged to, assist the Customer in requests for retrieval of articles, but only for selected countries of destination and provided the articles have not already been delivered.

6.2 For requests of retrievals (whenever it is possible), please provide such information as may be required by SingPost, including but not limited to a full description of the item, full addressee information, type of envelope (colour and size) and the original of the posting receipt. The Customer shall pay an administrative fee of Singapore Dollars Twenty (S$20.00)* for each successful retrieval.

 

7. Consent to Use and Disclose Customer Information and Data

7.1 The Customer agrees that SingPost shall be entitled to use or disclose any information or data disclosed by the Customer in accordance with the SingPost General Terms & Conditions located at the SingPost website at http://www.singpost.com (or available from SingPost on written request). The Customer is entitled to withdraw such consent in accordance with the procedure as prescribed by SingPost from time to time.

 

8. Entire Agreement

8.1 The Customer shall be bound by and shall fully observe and comply with all the SingPost General Terms & Conditions as well as such other terms and conditions as may be agreed between SingPost and the Customer. The rights and protections conferred on SingPost under these Registered Article Service Terms and Conditions shall be additional to the rights and protections conferred on SingPost under the SingPost General Terms & Conditions and any other terms and conditions as may be agreed between SingPost and the Customer. In the event that any of these Registered Article Service Terms & Conditions are inconsistent with the SingPost General Terms & Conditions, these Registered Article Service Terms & Conditions set out herein shall prevail.

 

*All charges stated herein are exclusive of Goods and Services Taxes ("GST") and are subject to prevailing GST.

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PACKAGING MATERIALS AVAILABLE AT POST OFFICES

Quality packaging materials are now available at affordable prices at all post offices

S/N	Items	Dimensions (L x W x H)	Retail Price*
(A) Postpac Carton / Envelope
1	Carton Size 1 - C1	20cm x 15cm x 10cm	S$2.20 per carton
2	Carton Size 2 - C2	31cm x 23cm x 12cm	S$2.90 per carton
3	Carton Size 3 - C3	40cm x 25cm x 15cm	S$3.90 per carton
4	Carton Size 4 - C4	50cm x 30cm x 20cm	S$4.90 per carton
5	Carton Size 5 - C5	60cm x 40cm x 30cm	S$7.90 per carton
6	Envelope Size 1 - E1	133mm x 190mm	S$0.80 per envelope
7	Envelope Size 2 - E2	203mm x 280mm	S$1.35 per envelope
8	Envelope Size 3 - E3	304mm x 406mm	S$1.90 per envelope
9	Envelope Size 4 - E4	330mm x 483mm	S$2.75 per envelope
10	Envelope Size A4 - A4	260mm x 330mm	S$1.55 per envelope
(B) Security Envelope
1	Size C6	125mm x 162mm	S$1.00 per envelope
2	Size DL	129mm x 220mm	S$1.10 per envelope
3	Size C4	242mm x 316mm	S$1.45 per envelope
(C) Security Seal
1	Small	53mm x 37mm	S$0.40 per seal
2	Large	105mm x 75mm	S$0.80 per seal
(D) Postube
1	Size 1	5cm (Diameter), 46cm (Length)	S$2.10 per tube
2	Size 2	7cm (Diameter), 46cm (Length)	S$2.85 per tube
3	Size 3	5cm (Diameter), 72cm (Length)	S$2.45 per tube
4	Size 4	7cm (Diameter), 72cm (Length)	S$3.70 per tube
(E) Others
1	Air Bubble Sheets	45cm x 45cm	S$0.50 per sheet
2	Kraft Paper (Green)	89cm x 120cm (90g)	S$0.55 per sheet
3	Kraft Paper (Brown)	89cm x 120cm (60g)	S$0.35 per sheet
4	Loose Fill Foams (White)	-	S$1.40 per sheet

* Price listed is inclusive of GST and is correct as of 5 March 2012.  For latest update, please check with the post office.

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A.M. Mail Service Terms & Conditions (T&Cs)

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All the Terms and Conditions set out herein shall apply to the A.M. Mail Service and the user(s) of the A.M. Mail Service.

1. Modes of Delivery

The modes of delivery may be by

(a) Delivery into letterbox ("Letterbox Delivery"); or
(b) Door-step delivery ("Doorstep Delivery").

 

2. Maximum Weight

The total weight of each A.M. Mail together with its contents shall not exceed the weight limit of 300 grams.

3. Delivery

(a) For all A.M. Mail which comply with the terms and conditions applicable to the A.M. Mail Service and are posted into any SingPost posting boxes before the collection time as stated on the posting boxes, SingPost will use its reasonable efforts to deliver such A.M. Mail in accordance with the Recipient's particulars indicated by the Sender on the delivery note before 11 a.m. (based on time in Singapore) the next working day (i.e. Mondays to Fridays excluding public
holidays) from the date postmarked by SingPost on the A.M. Mail prepaid envelope.

(b) If the A.M. Mail cannot be delivered for whatever reason, it will be returned to the Sender's
letterbox, provided that the Sender's address is clearly stated on the delivery note. 

 

4. Delivery Note

(a) The delivery note for A.M. Mail which is delivered to Recipient’s letterbox will be time-signed by the postman.

(b) A.M. Mail which is to be delivered to Recipient’s door-step will be delivered to the Recipient’s address as given by the Sender, but not necessarily to the named Recipient personally. The delivery note for A.M. Mail which is delivered to Recipient’s door-step will be time-signed by the Recipient or any person to whom the A.M. Mail is handed over at the Recipient’s address, or, if nobody answers the door at the Recipient’s address, by the postman.

The A.M. Mail shall be deemed to be delivered and SingPost obligations herein shall be deemed fully discharged -

(a) for Letterbox Delivery, when the A.M. Mail is dropped into the Recipient's letterbox

(b) for Doorstep Delivery, when the A.M. Mail is handed over to the Recipient or any person at the Recipient's address, or if nobody answers the door at the Recipient's address, by the postman slipping the A.M. Mail under the door of the Recipient's address.

 

5. Request for Duplicate Copies of the Delivery

A duplicate copy of the time-signed delivery note is available upon payment of Singapore Dollars Two (SGD$2.00)*.

 

6. Restricted Areas

The A.M. Mail Service is provided only to addresses within the main island of the Republic of Singapore (including Sentosa Island and Jurong Island but excluding the other off-shore islands).

 

7. Sender's Responsibility

The Sender shall ensure that the respective name, address and telephone number of the Sender and the Recipient are clearly and accurately stated on the delivery note.

For A.M. Mail that are addressed to companies, the Sender shall ensure that the name of the company, address, name of the Recipient and department/section in which the Recipient is located are clearly and accurately stated on the delivery note.

 

8. Prohibition

Mails which their possession or transmission are prohibited by law will not be accepted, such as explosive, poisons, flammable packages, radioactive material, compressed gas, corrosive, firearms and any mail which by its nature or packing may expose officers of Singpost to injury or cause damage to other mails.

 

9. Limitation of Liability

9.1 To the extent permitted by law, and subject to satisfactory proof of claim by the Sender, SingPost's liability for any damages or loss whatsoever to the Sender in contract, tort (including negligence) or otherwise whosoever and whatever the cause thereof, arising by reason of or in connection with the A.M. Mail Service, shall be limited to and be no more than the provision of three (3) free A.M. Mail prepaid envelopes to the Sender. For the avoidance of doubt, SingPost shall not be liable to pay the Sender any monetary compensation whatsoever.

9.2 SingPost shall not in any case be liable for indirect or consequential loss or damage (including but not limited to loss of profits, business, anticipated savings).

9.3 SingPost shall not be in breach of these terms and conditions, and shall not be liable to the Sender for its failure to perform its obligations if, and to the extent that, such failure results from the Sender failing to perform any of its obligations under these terms and conditions.

 

10. Indemnity

The Sender shall indemnify and keep SingPost indemnified against any claim, action, suit or proceeding brought or threatened to be brought against SingPost by a third party and for any loss or damage suffered by SingPost, arising out of any act or omission on the part of the Sender, or arising out of any act, omission or default (whether or not negligently) of any of the Sender's obligations or a breach of the Sender's warranties or undertakings, under these terms and conditions, and the Sender shall pay SingPost all damages, costs (including legal costs on a solicitor and client basis) and interest suffered by SingPost in connection with such claim, action, suit or proceeding.

 

11. Force Majeure

SingPost shall not be liable for any loss or damage arising from its failure to perform any of its obligations under this contract if such failure is the result of circumstances outside its control including but not limited to the outbreak of war, any governmental act, act of war, explosion, accident, civil commotion, riot, industrial dispute, strike, lockout, stoppages or restraint of labour from whatever cause, whether partial or general, weather conditions, traffic congestion, mechanical breakdown, obstruction of any public or private road or highway or any other force majeure, fire, flood or any other act of God.

 

12. Claims

All claims by the Sender in relation to any failure on SingPost to perform its delivery obligations under the A.M. Mail Service herein must be made within 14 days from the date the A.M. Mail is posted into SingPost posting boxes. Such claims must be made in writing, accompanied by supporting documents and relevant receipts.

Please submit all claims to: -
A.M. Mail/ Registered Mail Enquiry Section
Singapore Post Limited
10 Eunos Road 8 #03-36
Singapore Post Centre
Singapore 408600

 

13. Severability

If any of the provisions herein becomes invalid, illegal or unenforceable in any respect under any law, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired.

 

14. Exclusion of Rights of Third Parties

A person who is not a party to this contract has no rights under the Contracts (Rights of Third Parties) Act (Cap.53B) of the Republic of Singapore to enforce any terms of this Agreement.

 

15. Applicable Law & Disputes

15.1 These terms and conditions shall be subjected to and construed in accordance with the laws of the Republic of Singapore. All proceedings in relation to any matter in dispute arising out of or in connection with these terms and conditions shall be commenced in the courts of the Republic of Singapore and the parties hereby submit to the exclusive jurisdiction of such courts.

15.2 For the avoidance of doubt and without prejudice to sub-clause 15.1 hereof, it is hereby agreed and understood that these terms and conditions shall, notwithstanding anything contained herein, be subject to the Postal Services Act (Cap.237A) including any statutory modification or re-enactment thereof and any rules and regulations made thereunder and any directions whatsoever which the Info-Communications Development Authority of Singapore has given or may give to SingPost or under any provision of any licence granted by the Info-Communication Development Authority of Singapore.

15.3 All prevailing terms and conditions, where applicable, shall apply.

 

*All charges stated herein are exclusive of Goods and Services Taxes ("GST") and are subject to prevailing GST