Tag: Royal Mail

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.

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Privatisation fever grips La Poste and Deutsche Bahn

There’s a new whiff of privatisation in the air. Two of mainland Europe’s biggest state-owned utilities, La Poste in France and Deutsche Bahn in Germany, have signalled they are planning for an injection of private capital as they gear up for liberalisation of EU markets in the post and on the railways.
The postal market is due to be fully competitive from 2011 while the rail market will pre-date it by two years. But the two behemoths are already planning their transformation, with DB’s Hartmut Mehdorn, its chief executive, saying its float of 24.9 pct of its transport, logistics and services arm will take place in late October. This could raise EUR 5bn in one of Europe’s biggest most recent IPOs.
The more extraordinary of the two operations is that of La Poste. Throughout the tortuous negotiations among EU institutions over postal liberalisation, originally slated for 2009, the French operator was among the fiercest critics of full-scale competition – unlike the British, Germans and Swedes. But Jean-Paul Bailly, its chairman, has had a Damascene conversion.
He now wants to raise up to EUR 3bn to help finance La Poste’s European expansion and to get the legal process in place so that the public enterprise, changed into a SA (PLC), can open up its capital as early as 2011. Rather than attract pension funds, Bailly apparently wants to raise capital via the stockmarket. The state, probably in the form of its investment arm, the CDC, could play a restricted role and the 400,000 current and retired employees would be reserved their share. But the target is institutional and retail investors.
The British group, in its submission to the independent (Hooper) review of the postal market, complains repeatedly of its limited equity capital as its struggles to deal with losses in its declining universal, six-day letters service and what it claims is a GBP 2.6bn cash gap caused by price controls. Its regulator, Postcomm, openly favours the injection of private capital and private sector partnerships to enable a “more rapid transformation” and make it more efficient and profitable.
But it’s far from clear how this would be achieved and experts believe that private capital will only be available if Royal Mail is broken up, with profitable parts of its business like Parcelforce sold off. Meanwhile, the Greeks and Estonians are thinking of privatising their postal operator. The Danes and Swedes are getting together, with the Danish state, postal employees and private equity group CVC owning 40% and the Swedish state and employees of Posten owning the other 60% of the combined operation.
Unless the Hooper report comes up with some radical proposals and this or the next government is ready to bite the bullet, the Brits, the privatisation pioneers, are in danger of being left behind in the EU – again.

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GLS launches returns service in Germany

GLS has launched a new service in Germany named ShopReturn for easy management of return shipments in the B2C mail-order market.

ShopReturn allows customers of mail-order companies as well as the mail-order business itself efficient and easy management of return shipments by enabling customers to hand in their return shipments at any of the 5,000 GLS parcel shops in Germany.

Those mail-order firms who make use of ShopReturn attach a return label with the parcel in advance so the customer can adhere this to the return shipment. After the customer hands in the parcel at a GLS parcel shop, GLS delivers the return shipment back to the mail-order company within 24 hours.

GLS said that it will only charge shippers the costs of actual returns. There is no return charge for the customer.

The launch of the ShopReturn service is part of the company’s extended B2C development strategy using its network in Germany as alternative delivery points when private customers are not at home to receive their shipments. The new service responds to the boom in online orders from e-commerce.

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