KUALA LUMPUR – Pos Malaysia Bhd has denied having a backlog of undelivered mail, saying items are being delivered promptly, despite complaints by consumers.
Responding to The Vibes, a Pos Malaysia spokesman said the company saw a peak in volume earlier this month during the online sales season.
“First and foremost, we don’t have a backlog. When we are extra busy and notice a volume surge, like we saw through the 9.9 sales, we use the ‘first-in-first-out’ method and hire extra staff to ensure consistent delivery,” the spokesman said.
Pos Malaysia was asked how it is addressing the issue of a backlog of undelivered mail, including bills and subscription items, amid the peak period.
The question was raised after The Vibes received a slew of complaints by customers, many of whom claimed postal workers did not frequent their homes to deliver the mail as often as they did before.
Ever since the outbreak of the Covid-19 pandemic last year, visits by Pos Malaysia riders were reportedly infrequent, leaving many urbanites in the Klang Valley wondering what has happened to their mail.
Some of these customers claimed they have “hardly seen a postman come around anymore” in recent months, while others say they have yet to receive subscriptions of publications – such as The Economist and The New Yorker – from abroad, books bought via Book Depository, and so on.
They aired their frustrations at not having received several issues of foreign publications as they do not come cheap, all the more so with the ringgit’s declining value.
Even though the postal service is crucial and essential, some customers said they have not received their utility or credit card bills, thus risking services such as their internet being cut off without notice.
Following the earlier report, Pos Malaysia acknowledged the recent lapse in deliveries and attributed standard operating procedures as among the reasons for this.
“Our priorities from day one of the pandemic have been protecting well-being and safety of our employees while also ensuring we keep Malaysians connected, continuing to deliver to more than nine million addresses nationwide,” the company spokesman said.
However, Pos Malaysia’s denial of a backlog has now suggested a disconnect between the complaints by consumers and the business-as-usual stance taken by the company.
“The pandemic has certainly presented numerous challenges, both in terms of the huge increase in volume we have been handling for more than 18 months, and for our incredible frontline heroes, who each and every day have gone that extra mile to keep Malaysians connected,” the spokesman said in the latest response.
“Our volumes are manageable and service levels are heading back to pre-pandemic levels.”
The company’s response to the issue also arrived the same day as it announced the resumption of international outbound services for mail and parcels – such as its International Air Mail, International Small Packet, Flexipack International, and International Air Parcel services – on Wednesday.
In a statement, it said the services above will be available for 56 countries.
“The outbound services, in addition to the Express Mail Service, which resumed in March, will further allow you to connect with your loved ones, friends, families and grow your business overseas.
“Send a letter, business document or parcel, and make the last mile worth the smile.”
However, the spokesman said customers can reach out to the company if they have complaints regarding their expected deliveries. – The Vibes, September 24, 2021
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