Minimum Consumer Service Standards for SPH Media

51 Dr Tan Wu Meng asked the Minister for Digital Development and Information whether the Government funding to SPH Media has conditions specifying minimum consumer service standards, including the provision of hardcopy newspaper delivery to the doorstep and not just the mailbox of customers who have subscribed to daily newspapers' print editions.

Mrs Josephine Teo: Government funding to SPH Media Trust (SMT) is intended to support its talent, technology and vernacular capabilities. As part of the funding requirements, SMT must also ensure the circulation and delivery of its Flagship Titles’ print copies, on all days except Print Holidays.¹ This applies to the Straits Times, Lianhe Zaobao, Berita Harian, Tamil Murasu and the Business Times. SMT should also inform the Government, as well as the public, and deploy contingency arrangements if there are unexpected delays in circulation affecting a significant proportion of home deliveries. There are penalties if SMT reports more than an acceptable number of such unplanned incidents.

Outside of these requirements, SMT has autonomy over its business operations, including how newspapers are delivered to subscribers. It is important that SMT has flexibility to decide on the optimal delivery approach as it relies on some 390 vendors which face different challenges, including manpower shortages.