Criteria for assessing the quality of postal services KT1 in Vietnam

Criteria for assessing the quality of postal services KT1 in Vietnam (Internet image)

1. What is KT1 postal service?

According to Clause 1 and Article 5 of Decision 37/2021/QD-TTg, KT1 postal service is the acceptance, transportation, and delivery of letters, packages, and packages of documents; documents and containers containing state secrets (hereinafter referred to as KT1 postal items) via the KT1 Postal Network.

2. Criteria for assessing the quality of postal services KT1 in Vietnam

The quality of KT1 postal services in Vietnam is assessed according to the criteria specified in Article 4 of Circular 15/2022/TT-BTTTT, specifically as follows:

(1) Safety of postal items: 100% of postal items are delivered to the receiving address in an undamaged condition that does not affect the contents of the items, except in the case of force majeure events as prescribed by law.

(2) Service time: KT1 postal service is provided 24 hours a day, seven days a week, including public holidays and Tet.

(3) Frequency of delivery: KT1 postal items are delivered at least twice a day, and especially at commune level, at least once a day. The frequency of transmission in areas with special geographical conditions is specified in Appendix I, issued together with Circular 15/2022/TT-BTTTT.

(4) Process time:

(i) KT1 Postal Service Transit Time is the period from when the item is accepted until it is first delivered to the receiving address indicated on the item.

In cases where a postal item uses multiple KT1 postal services at the same time, the transit time is calculated according to the service with the shortest transit time.

(ii) The KT1 postal service transit time is determined by Jen's formula (where J is the date of acceptance, represented by the date stamp on the item, and n is the number of working days).

(iii) Within the province, the maximum transit time is:

+ KT1 service and KT1 service by density: J+1.5;

+ KT1 Express Service: J+1.

(iv) Within the interprovince, the maximum transit time is:

+ KT1 service and KT1 service by density: J+3.5;

+ KT1 Express Service: J+2,5.

(v) Timed KT1 Parcels are delivered at the sender's requested time to the address before or on time as indicated on the item.

(vi) For areas on the list of regions with special geographical conditions mentioned in (3), the whole process time is added up to 2.5 days compared to the whole process time specified in (iii) and (iv), except for the case of force majeure events as prescribed by law.

(vii) Regulations on delivery of KTT postal items:

+ During working hours, KT1 postal items are delivered at the address indicated on the postal items;

+ Outside working hours, Saturdays, Sundays, and public holidays, and Tet: urgent KT1 postal items are delivered to the focal point designated by the service user as prescribed in Clause 4 of Article 17 of Circular 15/2022/TT-BTTTT.

(5) Statute of limitations for settling complaints: six months from the end of the processing time of the KT1 parcel.

(6) Time limit for complaint settlement: no more than 10 working days from the date of receipt of the complaint.

3. Classification of postal services KT1 in Vietnam

Specifically, in Article 3 of Circular 15/2022/TT-BTTTT, KT1 postal service in Vietnam is classified as follows:

(1) KT1 postal service by scope of service provision includes intra-provincial KT1 postal service and inter-provincial KT1 postal service.

(2) KT1 postal services according to service characteristics include:

- KTT service: is KT1 postal service without confidentiality requirements and urgency?

- KT1 service according to confidentiality (A, B, or C): is a KT1 postal service with requirements for Top Secret, Secret, or Confidential information and high requirements for ensuring safety and security.

- KT1 service according to urgency (Express, Timer):

+ KT1 Express service: is the KT1 postal service that requires fast processing speed;

+ Timer KT1 service: is a KT1 postal service that requires delivery to the receiving address at the agreed time between the sender and the service provider.

- KT1 service according to density (A, B, C) and urgency (Speed, Timer):

+ KT1 service by density and expedited: is KT1 service by density that requires fast processing speed;

+ Service KT1 according to the confidentiality and timer: is the service KT1 according to the confidentiality that requires transmission to the receiving address according to the time agreed between the sender and the service provider?

Circular 15/2022/TT-BTTTT takes effect on January 1, 2023.

Thanh Rin

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