We thank Ms Punitha Govindasamy for her feedback ("Parcel received? Speedpost wants photo of customer too"; Tuesday).

We are sorry that our courier did not follow the proper procedure and assure her that we are taking this matter seriously.

We do not photograph the recipients of parcels.

The couriers are instructed to photograph the unit number of the delivery address so as to assist with queries as required.

In this case, the courier did not follow the correct procedure.

When Ms Govindasamy contacted our call centre, our staff did not assure her that we do not take photographs of customers.

We have addressed this oversight with the staff concerned and have counselled them.

As part of our continuous improvement, we will reinforce compliance with proper procedures in our training.

We are committed to ensuring our customers' privacy.

Lim Li Koon (Ms)

Communications Specialist

Singapore Post