SingPost Staff “Vandalised’ Package & Accused Customer of False Declaration; SingPost Has Since Responded

By
George Yang
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Lest you’ve not sent any parcel overseas before, here’s a rough guide of how it works.

Firstly, you’ll package the parcel as per usual, but you’d have to fill up a green sticker called “Customs Declaration”. Over there, you need to declare what’s in the parcel, the value of the package and sign off.

It’s for customs clearance, and lack of information there might result in a delay at customs.

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Usually (at least, that’s what I understood), the staff would just give you the sticker; you’ll then write everything, sign off and that’s it: your parcel is ready to be delivered after the long queue.

But Facebook user Eliza Faith Ong didn’t have it easy recently.

Staff Wrote Something on Parcel

On 27 March 2019, Ms Ong posted a Facebook post that’s set to tarnish SingPost’s already-tarnished image even more.

Long story short, here’s what happened:

  • Ms Ong wanted to post a parcel that contained “dried snacks” and “beauty products” to her sister in New Zealand, but the SingPost staff claimed that there was liquid in it
  • Ms Ong insisted there was no liquid
  • After some discussion, the parcel was allowed in
  • However, when Ms Ong’s sister received the parcel, this sentence was written on the parcel: “Suspect liquid items but customer insisted to send and false declaration.”

Ms Ong considered this as a “vandalisation” as she had bought the kraft paper and wrapped it nicely as a gift.

SingPost has since responded, not via their social media account or direct on Ms Ong’s post, but a reply to STOMP.

An Apology (Again)

Remember how difficult it was to get an apology from the national courier?

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Well, now it seems like they’re finally apologising for every mistake made by their staff.

According to STOMP, this is SingPost’s response to the incident:

“On 19 March 2019, one of our more experienced frontline team members at our Bras Basah Complex Post Office assisted Ms Eliza Ong over the counter in delivering a parcel to New Zealand.

“When asked what the contents were, Ms Ong had mentioned facial masks and cosmetics amongst the items within the package, along with dried food items.

“Our team member advised that liquids, aerosols and gels fell under the category of ‘Dangerous Goods’ as per Singapore Customs, and may be subjected to confiscation or failed delivery.

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“We are pleased to hear that the parcel was delivered, and we apologise to Ms Ong for our team member being overzealous in our approach in this situation.

“The management has counselled our team member on his actions, which should not have been done. SingPost will be reaching out to Ms Ong to apologise for her experience.”

Well, long story cut short…the staff was “overzealous” and they’re going to apologise to Ms Ong soon.

Which leads to the next question: why the need to write on the package after the warning?

Surely it’s not to cover backside?

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#justsaying

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George Yang
Email: [email protected]