UK Royal Mail defends service ahead of Dispatches blow

Royal Mail is attempting to pre-empt this week’s potentially damaging Channel 4 Dispatches programme, by claiming it is on course to beat its minimum delivery targets for the year.

The documentary, Reopening the Post, shows various incompetent practices, such as agency staff being drafted in to sort mail and then told to deliver it without the aid of a map.

Postwatch chairman Peter Carr also appears on the programme, accepting that progress is being made. He says: “Customers will be confused by the contrast between the good quality of service results published and the Dispatches revelations. Changing culture takes time.”

The postal operator has delivered a record performance from April to June, with 93.4 per cent of first class letters arriving the day after posting. Second class post has also beaten its target, with 98.6 per cent of mail delivered within three working days.

Adam Crozier, chief executive of Royal Mail, comments: “Independent research is showing our performance is at a world-class level, but Royal Mail wants to be demonstrably the very best and most trusted postal service in the world.”

He adds: “We know that we are far from perfect and have much to do – the challenges we face remain daunting.”

Last year, Dispatches was forced to apologise to Royal Mail, following its controversial programme claiming that credit cards were being stolen by its postal workers (PM November 12, 2004).

The broadcaster admitted the cards featured had not been plundered from Royal Mail, and had never been handled by the company.