Mail integrity policies

We refer to the report 'Mail dumped in the sea contained bank documents' (The Sunday Times, June 29). As the national regulatory agency responsible for postal services, the Malta Communications Authority (MCA) wishes to clarify a number of issues.

Maltapost reports significant incidents, such as this one, immediately and on an ongoing basis to the MCA. It also compiles a formal report quarterly. This standard procedure is intended to ensure that, where such incidents occur, they are dealt with expeditiously and any related procedures rectified to decrease the probability of occurrence. In this case, corrective measures were immediately undertaken.

Furthermore, in June 2006, the MCA published a decision about integrity of mail, detailing obligations on Maltapost with regards to minimising the exposure of postal articles to the risk of loss, theft, damage and/or interference, among others. Postal operators are required to ensure that their mail integrity policies and procedures meet or exceed the established minimum standards. The MCA monitors compliance with these standards on an ongoing basis.

Following a report commissioned by the MCA, a number of issues were identified which Maltapost was directed to address by reviewing its standard operating procedures. While various new procedures have already been implemented by Maltapost, this process is still ongoing and other measures will be implemented shortly.

Anyone in Malta who feels aggrieved may submit a complaint on Maltapost's official form and should request the reference number when submitting the complaint.

This will facilitate future reference to the complaint should the customer wish to follow up the case with Maltapost, or if unsuccessful, with the MCA.