Tag: Royal Mail

Royal Mail today welcomed the decision of the postal regulator Postcomm not to fine the company for a dip in quality of service during the autumn and winter of 2003/2004, or to impose compensation payments beyond those historically agreed. A report issued today by Postcomm says the main factors adversely affecting service were industrial action at the end of 2003 and a serious fire at a mail centre a year ago – and that Royal Mail “did all it reasonably could” to reduce the impact of those events on customers. It applauds the “extensive and effective action” by Royal Mail to restore service quality – currently running at the best levels in a decade, acknowledges the operational changes made by Royal Mail were right – both for the business and its customers and confirms that no further compensation payments are due to customers beyond those previously agreed.

Royal Mail has forfeited GBP60 million to customers because of its poor service quality in 2003/04 when it missed all its main service quality targets, Postcomm revealed today. In view of this — and a number of other measures agreed by Royal Mail — Postcomm has decided not to impose further financial penalties on the company. Postcomm’s judgement takes account of the serious shortcomings in Royal Mail’s performance during the period, but also the extensive and effective action it has taken since then towards putting matters right.

Postcomm today began consulting on a number of measures to ensure the fully competitive multi-operator postal market, which comes into effect next January, will operate smoothly and efficiently. Postcomm’s proposals involve all licensed operators meeting common standards to safeguard the mail in their charge from theft, damage or interference. Separately, Postcomm is proposing common operating procedures to ensure such things as letters marked “return to sender” and customer service enquiries are handled by the appropriate operator.
Nigel Stapleton, chairman of Postcomm said: “Customer confidence is an essential pre-requisite for a competitive postal market. In preparation for full market opening Postcomm is today issuing two consultation documents – on mail integrity and on common operating procedures — which we believe will secure that confidence.”