Regulator fails to deliver protection for UK addresses
In August 2006, Postcomm published a consultation document on the Review of Policy on Exceptions to the Universal Service Obligation on delivery services. The Decision and Direction document on this consultation has now been published.
Under the Postal Services Act 2000, Postcomm has a duty to obligate Royal Mail to deliver six days a week to every home or premises in the UK, subject only to exceptions determined by Postcomm.
The purpose of this consultation was to allow Postcomm the opportunity to test whether the low level of appeal cases (15 in total, only 8 have been dealt by Postcomm) over the past two years was a true reflection of customer satisfaction. It also aimed to assess whether the key aims of Postcomm’s policy regarding deliveries were being met.
We are disappointed with the outcome of Postcomm’s decision document following its policy review of exceptions to Royal Mail’s Universal Delivery Service, as we believe that Postcomm has not considered how the measurement process for exempting an address is still highly detrimental to customers.
Postwatch is concerned with the timescale Postcomm has given itself with the appeals process. Postcomm has given an indicative timescale of six months, from the receipt of a Stage 4 appeal from a customer or Royal Mail, to issue a decision. It goes on to state that Postcomm would be open to judicial review if it does not issue a decision within a reasonable time.
This is completely detrimental for customers, as it is highly unlikely that individual customers will have the chance or resource to take Postcomm, the regulator to a judicial review.
With regards to addresses that get a less than daily delivery of mail, Postcomm stated that due to changes in the technical, economic and social environment since 2003 they did not need to consider a higher minimum delivery frequency of more than once a week. Postwatch believe that when deliveries are at a level of once a week, it deprives the recipient of access to a range of services, such as hospital appointments and also, in certain circumstances adds additional costs to other organisations. The increase of technology does not necessarily mean that people depend less on the postal service.
To read the Decision Document in full, please click here.
Under the Postal Services Act 2000, Postcomm has a duty to obligate Royal Mail to deliver six days a week to every home or premises in the UK, subject only to exceptions determined by Postcomm.
The purpose of this consultation was to allow Postcomm the opportunity to test whether the low level of appeal cases (15 in total, only 8 have been dealt by Postcomm) over the past two years was a true reflection of customer satisfaction. It also aimed to assess whether the key aims of Postcomm’s policy regarding deliveries were being met.
We are disappointed with the outcome of Postcomm’s decision document following its policy review of exceptions to Royal Mail’s Universal Delivery Service, as we believe that Postcomm has not considered how the measurement process for exempting an address is still highly detrimental to customers.
Postwatch is concerned with the timescale Postcomm has given itself with the appeals process. Postcomm has given an indicative timescale of six months, from the receipt of a Stage 4 appeal from a customer or Royal Mail, to issue a decision. It goes on to state that Postcomm would be open to judicial review if it does not issue a decision within a reasonable time.
This is completely detrimental for customers, as it is highly unlikely that individual customers will have the chance or resource to take Postcomm, the regulator to a judicial review.
With regards to addresses that get a less than daily delivery of mail, Postcomm stated that due to changes in the technical, economic and social environment since 2003 they did not need to consider a higher minimum delivery frequency of more than once a week. Postwatch believe that when deliveries are at a level of once a week, it deprives the recipient of access to a range of services, such as hospital appointments and also, in certain circumstances adds additional costs to other organisations. The increase of technology does not necessarily mean that people depend less on the postal service.
To read the Decision Document in full, please click here.
posted by Postwatch at 9:42 am
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