Electronic and Postal Communications (Quality of Service) G.N. No. 416 (contd) ______ FIFTH SCHEDULE _______ (Made under Regulation 12) QUALITY OF SERIVICE PARAMETERS FOR POSTAL SERVICES Criteria Speed of service – the transit time from when a mail piece has been posted and the postage cancelled or recorded at the originating office, to when the piece arrives at the destination office or delivered to the customer. Indicator Intra-City/Town Inter-City/Town Zone A Inter-City/Town Zone B Inter-City/Town District Inter-City/Town Rural Standard/Target D + 0 (85%) D + 1 (90%) D + 2 (90%) D + 4 (85%) D + 5 (80%) NOTE: D represents “Day of posting”. e.i 85% of all intra-city/town mail needs to be delivered to the destination office or customer on the same day Customer satisfaction – the proportion of customers’ complaints to the customer base or corresponding values for ordinary mail or transactions for counters. Mail Counters 0.10% 0.20% Complaint/inquiry handling – time in which a registered complaint or inquiry is officially responded to customer Local registered mail Response given in 5 working days after its receipt International registered mail Response given in 3 working days after its receipt 21