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We refer to the complaint from Marina Lynn Martin of Petaling Jaya entitled “Lost trust in postal service” (theSun, Jan 7).

For your information, the packet received by Martin was delivered in good condition to Martin’s home address.

Martin also confirmed that she was not at home when the packet was delivered and a family relation had accepted the packet on her behalf.

The packet was said to have contained clothes, chocolate bars and a Nintendo DS. Martin claimed that Pos Malaysia is liable for the missing Nintendo DS on the grounds that she found the tape tampered with (folded on one end) on receipt of the packet on Jan 2.

We received the packet for examination on Jan 18. However, upon close inspection, there is insufficient evidence to examine Martin’s claims that the packet has been tampered with whilst in Pos Malaysia’s handling.

This is because the packet has gone through several processing stages from the point of posting in the US to Malaysia and this also includes the customs departments in both countries.

Under Pos Malaysia’s policy, a packet is treated as normal mail and is not eligible for any claims for loss or damage.

Likewise, under the service terms and conditions of the US Postal Services (USPS), liability is only restricted to loss or damage claims for items sent via Registered First Class Mail International, Registered Priority Mail International flat rate envelope and Insured Priority Mail International whereby the item’s reference number begins with the letters CA-CC and CE-CZ (from the customs declaration form), Collect on Delivery (COD) and Express Mail service items.

Based on the above information, we would like to inform you that the packet received by Martin has the reference number beginning with the letters LC (from the customs declaration form) and therefore is not eligible for any compensation claims.

With regards to our explanation as above, Martin has agreed for her gifts to be returned to her on Jan 22.

We would like to advise all customers who wish to deliver valuable items to consider other more secure options that provide secure delivery service such as registered mail and insured mail that is provided by postal administrators worldwide, including Pos Malaysia and USPS.

Pos Malaysia will strive to provide the best and most convenient service to our customers. Thus, we value the feedback and suggestions from our customers in order to improve and enhance the quality of our services.

We also welcome all customers to contact our Customer Service Centre through PosLine at 1-300-300-300 from 8:30 am to 9:30 pm, Monday to Saturday (except on the first Saturday of the month) should they have any suggestions or comments.

Datin Rohaiza Hashim
Head of Corporate
Pos Malaysia Berhad

Source: The Sun – February 12, 2008