Postwatch, the consumer watchdog for postal services, will over the next three months be seeking views on what Royal Mail’s performance targets should be from
April 2006. In a consultation document, published this week by e-mail, Postwatch sets out its current thinking for comment and to stimulate debate.
The first task is for Royal Mail to improve performance by hitting its existing targets.
But looking ahead, Postwatch sees the need to define more clearly what level of service customers can expect.
Postwatch proposes that; - Targets should be added to the licence for;
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The redirection service.
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The time by which mail should be delivered (noon or within 1 hour of the locally set time).
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Collections (not earlier than the time shown and tabs to show when the last collection has happened).
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Daily Deliveries: (99.9% of walks to be completed every day).
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Loss: (no more than 1 in 5,000 items to be lost within Royal Mail).
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Damage: (no more than 1 in 10,000 items to be damaged within Royal Mail).
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Post Office Queues: (95% of customers should queue for no more than 5 minutes).
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All 16 current licence targets should be retained. Including that at least 93 per cent of 1st class letters should arrive next day.
Gregor McGregor, Chief Executive of Postwatch on the launch of the document said: “Until effective competition in postal services becomes a reality, customers have to rely on an effective regulatory regime to protect their interests.
“A vital part of this protection is to make sure services are underpinned by a clear statement of what performance customers can expect. In our consultation document we set out what we believe acceptable service levels should be. We look forward to receiving a wide range of views.”
NOTES TO EDITORS
1. Prices and levels of service are two sides of the same coin. Customers may be willing to pay more for better services; equally they expect to pay less when, as at present, service standards are not being met.
2. Many postal prices are controlled by the Regulator, Postcomm and new controls are planned for April 2006. Postwatch’s proposals based on this consultation will create a new balance between prices and services to ensure customers’ get a better deal.
3. The consultation document can be viewed and downloaded at www.postwatch.co.uk/policy/info.asp
4. Hard copies of Postwatch’s Consultation Document “The Future of Quality of Service Targets” are available free of charge by calling 08456 013 265.
