Consumer Scotland “disappointed in Ofcom’s decision”

Consumer Scotland has responded to Ofcom’s announcement on reforms to the Universal Service Obligation (USO) on Royal Mail saying that  it failed to protect the interests of consumers in Scotland. 

Head of Post for Consumer Scotland Grace Remmington said: “The universal postal service provides a vital service to people across Scotland. In recent years, consumers in Scotland have suffered poor reliability when sending and receiving mail, while also enduring sharp increases in the price of stamps.

This was an opportunity to shape services to consumer needs. However, the decision means consumers are being asked to accept a reduction in service, including fewer delivery days for second class mail, slower deliveries for some second class post and lower quality of service targets for both first and second class post.

We are disappointed in Ofcom’s decision to proceed with these changes without also taking forward additional steps to protect the interests of consumers in Scotland.

“One issue of particular concern is the quality of postal services to the Scottish island communities of Orkney, Shetland and the Western Isles, who currently have no postcode level quality of service targets.

“Consumer Scotland recommended targets be introduced for these areas to drive up standards, and it is a significant missed opportunity that Ofcom has not acted on this.

“As Ofcom has not yet looked at issues of affordability, consumers are being asked to accept these changes to the postal service without sufficient clarity or protection on the price they will be charged for a reduced service.

“Ofcom should proceed urgently with work on affordability to ensure postal services are affordable and provide good value for money. It is important that this work protects existing safeguards on increases in the price of second class stamps and considers what additional protections consumers may need to make sure post is affordable within the new USO arrangements.

“We are pleased that Ofcom has responded to our feedback on the need for strengthened stakeholder engagement as changes to the universal service are implemented and that it has asked Royal Mail to establish a new stakeholder forum including statutory consumer bodies and industry groups. Ongoing dialogue, engagement and monitoring is vital to ensuring the needs of consumers are protected during the implementation of the reformed Universal Service Obligation.