The postman who was responsible for Ms Hoe Jia Hui's delivery ("Postman hands over registered item to neighbour"; Nov 26) had not followed procedure when he entrusted her neighbour with her registered article.

He had been persuaded by the neighbour that it was the usual practice for him to receive mail on Ms Hoe's behalf.

Notwithstanding the circumstances, this is still a deviation from our standard operating procedures.

We have apologised to Ms Hoe for the inconvenience caused and provided her with the background to the incident.

We have also kept her informed of follow-up actions and she has accepted our apology.

SingPost thanks Ms Hoe for her feedback and understanding.

We take a serious view of the incident.

Our postman, who is relatively new to the delivery area, has been counselled to adhere strictly to the standard operating procedures.

We will continue to monitor the operations closely.

Hong Mei Yu (Miss)
Senior Manager
Group Communications
Singapore Post