Consultation paper on postal services standards

The Malta Communications Authority, as the independent regulator of the postal sector in Malta, yesterday published a consultation paper on the quality of service standards to be met by Maltapost plc.
Joseph Tabone, MCA chairman, said: “Efficient and cost effective postal services are an essential element of the infrastructure needed by businesses and individuals alike. The quality of service targets set for Maltapost must reflect what customers want and what Maltapost can achieve by focusing its efforts on meeting the ever rising customer requirements”.
The consultation process will specifically target the standards to be met by Maltapost as the designated universal service provider. The requirements for the quality of service standards are explicitly laid out in the European postal directive and transposed in the Postal Services Act.
The consultation paper addresses the implementation of the quality of service requirements. It reflects the MCA’s viewpoints and is meant to facilitate the way forward towards the establishment of standards specifically in relation to: routing times and regularity and reliability of services for the delivery of local and overseas mail; complaints handling and compensation and reporting and performance monitoring requirements.
“I strongly encourage business users and the general public to respond to this consultation so that the quality of service targets can be calibrated in line with what customers want and expect, in full understanding of the technical and financial issues involved,” Mr Tabone said.
The consultation period runs until February 15. Copies of the consultative document Maltapost plc – Quality Of Service Requirements – can be downloaded from the MCA’s website at www.mca.org.mt or obtained free of charge from the MCA’s offices.