Tag: Royal Mail

Postcomm publishes proposed complaint handling regulations

Posted by | Jun 30, 2008 | |

Following consultation in January 2008 on complaint handling standards, Postcomm has published its proposed complaint handling regulations.

The key elements of the regulations are:

– a definition of complaint – a common definition provides consumers and companies with some clarity and assurance that companies are operating on the same basis, and assists with cross industry comparison. The BS ISO definition has been adapted for use by Postcomm to work within the context of the complaint handling standards regulations;
– a requirement to have a complaint handling procedure – the complaint handling standards set out the information which must be included in the complaint handling procedure but do not prescribe the specific processes or timescales to be followed;
– a requirement for complaints to be recorded on receipt and updated on any subsequent contact – this helps to address consumers’ concerns about having to repeat details more than once, provides a clear starting point for redress, and a way for licensed postal operators to identify underlying problems;
a requirement to signpost the complaint handling procedure – to ensure a consumer is aware of the complaint handling procedure when they make subsequent contact to the licensed postal operator indicating their complaint is not complete;
– 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 with the new NCC for any complaint referrals; and
– a requirement to publish complaints data – licensed postal operators must publish specific complaints data annually . Postcomm will review these annual reports and will formally review the regulations in 2010/2011.

The consultation will be open for four weeks and will close on 31 July 2008.

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Post Office card Account (POCA)

Posted by | Jun 30, 2008 | |

The Counters Advisory Group (CAG), a group of organisations committed to promoting the needs of post office customers, chaired by Postwatch, has written today to James Purnell, the Work and Pensions Secretary to support Post Office Ltd being awarded the contract for the replacement of the POCA. The group feels very strongly that customers who want to collect their pensions and benefits from their post office should continue be free to do so.

It is also clear to the group’s members that failure to award the contract to Post Office Ltd would have a significant impact on the number of post offices that would remain in business.

The full text of the letter can be viewed at www.postwatch.co.uk

Notes To editors

1. CAG is chaired by Elizabeth Hodder.

2. The following organisations are members of CAG:

Age Concern England;

Citizens Advice;

Commission for Rural Communities;

Federation of Small Businesses;

Help the Aged;

Local Government Association;

National Association of Local Councils;

National Consumer Council;

National Federation of SubPostmasters;

National Federation of Women’s Institutes;

Postcomm;

Public Utilities Access Forum;

Rural Shops Alliance;

Royal National Institute of Blind People;

Townswomen’s Guild; and the

Village Retail Services Association.

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Post Office launches new 7.05 pct growth bond

Posted by | Jun 30, 2008 | |

The Post Office launched a new one year Growth Bond paying a leading rate of 7.05 pct.

The Growth Bond is ideal for savers looking for a guaranteed rate of return over a fixed period of time, and unlike other similar products on the market is open to anyone with a minimum investment of GBP 500.

The new bond, along with other growth bonds in the Post Office range, is available at all UK Post Office branches, by telephone and online, making them easily accessible to all types of saver.

Post Office director of savings Richard Norman said: “The new one year growth bond offers one of the most competitive rates on the market. It is a fantastic opportunity for savers who do not need immediate access to their savings and who want a secure and convenient way to ensure a guaranteed fixed rate of return.

“In times of economic uncertainty this guarantee is more important than ever. By making it available online, in branch and over the phone, we have made it one of the most widely accessible bonds on the market.”

Post Office also offers three and five year fixed term bonds paying a rate of 6 pct interest.

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Royal Mail launches dedicated production helpline (UK)

Posted by | Jun 27, 2008 | |

Royal Mail is continuing to demonstrate its commitment to the direct marketing industry by launching a dedicated production helpline for production managers.

The initiative, manned by experienced production specialists, will offer over the phone support to agencies requiring immediate answers to production issues, including:

• Quick problem solving – effective solutions for postage weight issues, difficult formats and how to save money on P&P

• Instant technical advice – over the phone answers on pricing of items, Freepost artwork approval, PPI etc

• Extra mailing services – help with campaign management, Sameday service and approval for mail campaigns

Tim Hamill of Royal Mail said: “We are launching this new helpline in response to the feedback we have received from direct marketing agencies over the last few months. Print production is a tough job requiring answers to niggling questions on an ongoing basis. Through the helpline we want to relieve some of this pressure and really add value to our client relationships.”

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Postcomm: Royal Mail must reduce costs further (UK)

Posted by | Jun 26, 2008 | |

Nigel Stapleton, Chairman of Postcomm the UK postal industry regulator, said that Royal Mail must make greater efforts to become more competitive and not look to Postcomm for a relaxation of price regulation.

In the 2007/2008 annual report, Mr Stapleton said that most people firmly believe that mail can hold its own, despite the rise in email and internet use, but that all mail operators need to raise their game in terms of price competitiveness, service quality and product innovation.

He said that the GBP 100 million loss on the universal service was of great concern as well as the break-even position overall from its addressed letters business. He said Postcomm had relaxed a key feature of the current price control, thereby allowing bigger increases to the prices of certain products where currently prices are below their fully allocated costs. Postcomm was also minded to suspend during 2007/08, the compensation that would otherwise be due from Royal Mail to its customers when quality of service drops below the licence standards. However, he said that Royal Mail needed to be more innovative and reduce costs further to retain customers:

He drew attention to sporadic industrial action in 2007, saying that two thirds of the total working days lost in the UK through strikes were attributable to the series of stoppages at Royal Mail while the company sought to gain support from its workforce for the initiatives required to become more cost competitive.

On an optimistic note, he pointed out that more mail users are now being offered a choice of using either Royal Mail or one of the new entrants to the market.

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