Regulator criticises Royal Mail over junk mail letter

Royal Mail has been accused of cynically manipulating customers by claiming they might not receive vital information if they opt out of junk mail.

Householders wanting to end the mountains of unsolicited letters that land on the doormat are being warned they risk missing important notices from local and central government.

These could include public health warnings such as how to deal with an outbreak of bird flu or Home Office advice about terrorist threats.

But yesterday the independent consumer body Postwatch described the threat – which angry customers say is blackmail – as ‘completely untrue’.

A spokesman said: ‘Royal Mail is using this fear factor that if you opt out of the service there may be information that you want and won’t get.

‘Yet when it changed its prices recently it delivered that unaddressed information to every household in the UK – including those that had opted out of junk mail.

‘Similarly, the arrangement for important local and central government communiques to get through has always been in place.

‘The message Royal Mail is sending out is completely untrue. People will get vital information.’

Postwatch released a letter it received from Royal Mail a year ago after it took up the case of a customer who complained about the exclusions if he opted out of junk mail.

The letter states: ‘We acknowledge that if the Government, or a local council, have information of an urgent nature then we will ensure delivery.’

The revelation caused further anger yesterday. Labour MP Stephen Pound accused Royal Mail of effectively blackmailing customers to protect its lucrative junk mail business – last year it delivered 3.3billion items and the amount is rising.

‘I think they should water down whatever they are drinking at Royal Mail,’ Mr Pound said. ‘Clearly one arm doesn’t know what the other is doing.’

Conservative shadow culture minister Mark Field said: ‘This could leave Royal Mail open to charges of deliberately misleading customers. It needs to put this straight immediately.’

The uproar over ‘unaddressed’ mail was ignited when Royal Mail suspended a postman who advised people on his round how to avoid junk mail. Roger Annies, 48, delivered his own leaflet to dozens of residents in Barry, South Wales, explaining they could opt out of the mailshots by filling out a form.

Royal Mail has launched an email address – [email protected] – in addition to posted requests from customers to end junk mail deliveries.

But yesterday it was still warning callers to its telephone hotline that they would not receive ‘any unaddressed mail’ if they sent in the form.

A spokesman yesterday confirmed all customers would automatically receive ‘urgent’ notices on public health issues or major threats.

Other material, such as electoral roll forms and notices about major road closures could be considered for delivery to those who had opted out if local authorities argued there were exceptional circumstances.