We thank Mr Henry Ong Ling Tiong for his feedback ("Improvements needed in last-mile delivery service"; Forum Online, Nov 3).
Our investigation into Mr Ong's recent experience found that after a failed delivery attempt, our courier left a delivery advice for Mr Ong to collect the parcel from a nearby POPStation.
While the courier did call on the right unit during the delivery attempt, he placed the advisory note by mistake into the letter box of the adjacent unit, and thus, Mr Ong was unaware of the parcel awaiting his collection.
After five days, the parcel was redirected to Paya Lebar Post Office, in accordance with standard procedure.
We are sorry for the inconvenience caused and we appreciate Mr Ong's understanding and patience in this.
We have since delivered the parcel to him. We have also given due notice to the courier of the consequences of his error and will monitor his performance closely.
While human errors can and do occur, we do not want to make excuses. We will keep training and reminding our staff to stay vigilant at their jobs at all times to avoid mistakes.
The tracking of international parcels involves coordination across proprietary systems of different companies which may use different shipping number formats and multiple tracking references.
We have informed Mr Ong that our systems register the international tracking number.
Nevertheless, there is always room to improve the experience of our customers and we are reviewing our processes.
In this digital age, keeping the customer up to speed is as important as providing quick, flexible and reliable services.