We refer to Mr Lo Chin Yang's letter 'Again, mail delivered to neighbour's letter box' (ST Online Forum, Aug 29).

We have since met Mr Lo to investigate his concerns and have apologised to him for the misdeliveries and the inconvenience caused. The postwoman responsible has been given a warning and counselled to be extra careful in her deliveries.

We wish to share with Mr Lo and all readers that mail delivery, being largely labour-dependent, may be subject to some degree of human error. Nevertheless, we are mindful of minimising such errors so as not to compromise the security and integrity of our customers' mail. We have since stepped up on the daily field inspections by our Inspectors of Post and we will be monitoring the delivery performance of the area more closely to prevent any recurrences. We also subject our delivery standards to stringent regular internal and external independent audits to ensure that they are met.

We would also like to assure all readers that SingPost takes various measures to help staff who are not performing well, which include counselling and retraining. In the case of more serious errors, disciplinary action will be meted out. Staff are rarely dismissed and when they are, it is due to the gravity of their errors.

We thank Mr Lo for his feedback which will help us improve our level of service. For any other feedback on our mail delivery services, members of the public can call our hotline 6845 6210 or email us at singpost@singpost.com.

Tay Poh Choo (Ms)

Vice President (Corporate Communications/Customer Service)

Singapore Post Limited