Electronic and Postal Communications (Quality of Service)
G.N. No. 416 (contd)
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FIFTH SCHEDULE
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(Made under Regulation 12)
QUALITY OF SERIVICE PARAMETERS FOR POSTAL SERVICES
Criteria
Speed of service – the
transit time from when a
mail piece has been posted
and the postage cancelled
or recorded at the
originating office, to when
the piece arrives at the
destination office or
delivered to the customer.
Indicator
Intra-City/Town
Inter-City/Town Zone A
Inter-City/Town Zone B
Inter-City/Town District
Inter-City/Town Rural
Standard/Target
D + 0 (85%)
D + 1 (90%)
D + 2 (90%)
D + 4 (85%)
D + 5 (80%)
NOTE:
D represents “Day of posting”.
e.i 85% of all intra-city/town mail needs to be delivered to the destination office or
customer on the same day
Customer satisfaction – the
proportion of customers’
complaints to the customer
base or corresponding
values for ordinary mail or
transactions for counters.
Mail
Counters
0.10%
0.20%
Complaint/inquiry
handling – time in which a
registered complaint or
inquiry is officially
responded to customer
Local registered mail
Response given in 5
working days after its
receipt
International registered
mail
Response given in 3
working days after its
receipt
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