18th Jul 2022 11:00
(Alliance News) - UK watchdog Ofcom on Monday said mail delivery firms "must get better" at handling complaints.
Ofcom, or the Office of Communications, which is the regulator of the broadcasting, telecommunications and postal industries in the UK, unveiled new measures to help customers deal with any fallouts with "crucial" parcel delivery firms.
"Customers' overall satisfaction with delivery services is high as competition in the parcels market has increased, but Ofcom has identified a series of problems with the way that complaints are currently handled across the industry," it added.
Ofcom said its own research showed almost two thirds of customers had problems with deliveries over a three-month period.
Ofcom continued: "Postal users and online shoppers increasingly rely on parcel deliveries, so it is crucial that delivery firms have strong systems in place to deal with any problems."
In order to combat this, Ofcom requires these parcel firms to have a "simple and transparent" complaints process in place.
This includes customers being given a clear contact, told how long the process will take and dealing with staff who have the "appropriate training".
Ofcom also pointed out its new measures require postal operators have policies and procedures in place to ensure disabled customers can communicate their delivery needs, which will need to be met.
"Deliveries are part and parcel of our daily lives. But the customer service that some people have been getting when a delivery goes wrong simply hasn't been good enough. So we're strengthening our regulations to make sure people are treated fairly by delivery firms," Lindsey Fussell, Ofcom's Networks & Communications Group director, said.
"If we're not satisfied with how parcel companies respond, they could face enforcement action or tighter rules in future."
Finally, Ofcom said it will also continue to set "strict" annual delivery targets for Royal Mail PLC and will impose a cap on second-class stamp prices.
The safeguard price cap for second-class stamps is currently set at 68p.
It noted Royal Mail, as the UK's universal service provider, is subject to more regulation than other postal operators.
FTSE 250-listed Royal Mail is required by Ofcom to deliver at least 93% of first-class post - across the UK - within one working day of collection, and 98.5% of second-class post within three working days.
Shares in Royal Mail were up 0.5% in London on Monday mid-morning at 276.50 pence each.
By Paul McGowan; [email protected]
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