The Committee’s report raised key concerns, including:

- Disparities in customer service levels between Crown post offices and franchise post offices, as revealed in MORI research commissioned by Postwatch and the postal services regulator Postcomm;

- The need for Post Office Ltd to better communicate the reasons for converting Directly Managed branches to franchise post offices; and

- The need for the Government to pay a fair price for services that Post Office Ltd undertakes on its behalf.

Commenting on the report, Peter Carr, Chairman of Postwatch, said, “The Committee has raised a number of important questions for both Post Office Ltd and the government. We particularly welcome the recommendation that Post Office Ltd offers its customers a detailed rationale for changes in the network, and consults in a more transparent manner. Postwatch has already started negotiations with Post Office Ltd and we will be pressing Post Office Ltd to take up these key recommendations.

“We also welcome the report’s statement that customer service standards must be consistently high across the post office network. The MORI research commissioned by Postwatch and Postcomm highlighted that disparities in customer service levels between Crown Offices and franchise post offices exist. This is unacceptable, and Post Office Ltd must address these shortcomings.”

Notes to Editors

1. The Trade and Industry Committee’s report ‘Crown Post Offices’ was published on 5th January 2005.

2. Postwatch gave oral evidence to the Committee on the 16th November 2004.

3. Postwatch’s written evidence is available at www.postwatch.co.uk/pdf/pressnews/16.11.04Postwatch_Response_to_TICCrown