Brunei Darussalam once again received the Express Mail Service (EMS) Cooperative Customer Care Award for 2023, ranking 17th out of 175 countries.
This marks the second consecutive year the country received the award since becoming a member of the Universal Postal Union (UPU) and EMS Cooperative in 1984. Acting Postmaster General of the Postal Services Department, Ministry of Transport and Infocommunications Dr Rosdi bin Haji Abdul Aziz received the award on behalf of the Sultanate, presented by Director General of the UPU Masahiko Metoki and Chair of EMS Cooperative at the UPU International Bureau Patrick Richon in Berne, Switzerland on April 19. The award was presented during the EMS Cooperative General Assembly.
The award was presented to the Postal Services Department in recognition of the exceptional delivery of EMS customer care services throughout 2023.
Key accomplishments include maintaining a response timeliness rate of over 98 per cent for inquiries received via call centres and addressing ticket requests within three working hours.
Moreover, the Postal Services Department achieved a resolution rate exceeding 92 per cent within 10 working days, ensuring prompt handling of inquiries without any remaining unanswered for more than 30 calendar days. – James Kon & Lyna Mohamad
