MCA proposes tougher guidelines for mail delivery by Maltapost for next three years

The MCA was proposing, amongst others, that the QoS targets for inland mail is revised upwards and cater also for loss and substantial delay. Under the proposed quality of service targets for Maltapost, the percentage of local ordinary mail delivered by Maltapost within one working day would remain 93% for the 2010-11 period, but would rise to 94% as from 2011.

Likewise, the percentage of bulk mail delivered by Maltapost within one working day would remain at 93% for the 2010-11 period, but would also rise to 94% as from 2011.

Finally, the quality of service target for registered mail and parcel post delivered within one working day would remain at 97% for the 2010-2011 period but would rise to 98% as from 2011.

The QoS targets were set as the percentage of postal items that should be delivered within one working day from the date of deposit.

The deposit must occur before the latest collection time notified, that is, 7pm from Monday to Friday and 3pm on a Saturday, to the delivery of the postal item to the addressee.

The MCA was also making proposals in relation to the code of practice published by Maltapost. Moreover, the MCA was proposing that Maltapost submitted “a more detailed annual report on complaints received, including any emerging and recurring issues and actions taken to correct them”.

The MCA explained that since Maltapost was the designated universal service provider for postal services in Malta, it was “obliged to offer a basic set of services at a specified level of quality”.

The universal postal service encompassed “the minimum range of services to be provided in Malta at an affordable price for the benefit of all users,” the Authority added.

The MCA also announced that the consultation period would run till 17 September 2010.