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Quality of Service

Priority Domestic mail - E2E J (Jour-Day) N Delivery Standard

In the green paper on postal services in 1992 the European Commission emphasized the need to establish common rules for the development of community postal services and the improvement of quality of service. The Commission identified requirements for quality of service measurement that also include Independent end-to-end measurement capabilities. End-to-end is the process of mail from when it is placed into the collection/acceptance system to the final delivery point under the responsibility of MaltaPost p.l.c.

The objective of this measurement is to estimate the transit time of domestic priority mail in accordance with the Malta Communication Authority's decision notice on the quality of service issued on 2 December 2016 . The overall transit time quality of service is expressed as percentage of mail delivered within J + n days according to the EC postal directive.

Method of Measurement

Quality of Service MCA Targets

Quality Results

As from October 2005, this end-to-end measurement is being conducted by an independent organization. 

Domestic Priority Mail

All locally-addressed mail, posted before the last collection time will be processed on the same day and delivered on the following working day. This next-day delivery service is measured against a 95% regulatory target.

Inbound mail

Inbound cross border mail (international mail to be delivered in Malta) that arrives at Marsa Office of exchange before 1900hrs between Monday and Friday and 17.30 hrs on Saturday will be processed on the same day and delivered within the standards and exceptions as those identified under domestic priority mail.

Outbound mail

Locally posted mail, addressed to EU member countries and to Australia, Brazil, Canada, Hong Kong, Iceland, India, Israel, Japan, Liechtenstein, New Zealand, Norway, People's Republic of China, Russian Federation, Switzerland, United States of America and Vatican City, is collected, processed and dispatched to destination by the next working day. Mail to other countries is dispatched once every three days.

The MCA set standard for EU countries, Australia, Canada and USA is J+1 95%, whereas for all other countries the target is J+3 99%.