UK postal operators complaint handling regulations

Postcomm has announced new complaint handling regulations which will come into effect on 1 October 2008 and apply to UK licenced postal operators. The new regulations follow consultations in January and July 2008 on complaint handling standards. October also marks the abolition of Postwatch, the industry watchdog and the new regulations are aimed at sharpening up complaint handling procedures within the industry

Under the Consumers, Estate Agents and Redress Act, Postcomm has a statutory duty to make regulations on complaint handling standards that would apply to licensed operators.

The regulations only apply to those licensed operators who are providing services for which a licence is required. Licensed postal operators who only offer access services (for which they do not actually require a licence) do not have to comply with the regulations but can voluntarily choose to abide by the regulations.

Postcomm has announced new complaint handling regulations which will come into effect on 1 October 2008 and apply to UK licenced postal operators. The new regulations follow consultations in January and July 2008 on complaint handling standards. October also marks the abolition of Postwatch, the industry watchdog and the new regulations are aimed at sharpening up complaint handling procedures within the industry

Under the Consumers, Estate Agents and Redress Act, Postcomm has a statutory duty to make regulations on complaint handling standards that would apply to licensed operators.

The key elements of the regulations are:

* a definition of complaint;
* a requirement to have a complaint handling procedure;
* a requirement for complaints to be recorded on receipt and updated on any subsequent contact;
* a requirement to signpost the complaint handling procedure;
* a requirement to deal with consumer complaints in an efficient and timely manner;
* a requirement to signpost consumers to the redress scheme;
* a requirement to have appropriate arrangements in place for effectively managing complaints from vulnerable consumers; and
* a requirement to publish complaints data.

The regulations only apply to those licensed operators who are providing services for which a licence is required. Licensed postal operators who only offer access services (for which they do not actually require a licence) do not have to comply with the regulations but can voluntarily choose to abide by the regulations.