UK Regulator Strengthens Protections for Parcel Customers

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By Kyle Morris

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The UK’s Office of Communications on Monday confirmed new measures to improve service standards in the parcel delivery industry and said that companies in the sector must improve complaint handling.

The regulator said that all postal operators must have a simple and transparent complaints process, which includes customers being told who to contact, which channels can be used to make a complaint, what the process is and how long it will take to resolve. Additionally, customers need to be dealt with by staff who have received appropriate training.

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Postal operators must also have policies in place to ensure disabled customers can communicate their delivery needs, it said. Companies will need to ensure those needs are met when delivering parcels. Disabled people are more likely to experience parcel delivery problems than non-disabled customers, Ofcom said.

Ofcom research from last year found that 64% of customers had problems with deliveries over a three-month period and around a quarter of senders found it difficult to make a complaint. Two in five said their complaints were only partially resolved and almost one in ten were left with their complaint completely unresolved, it said.

If the measures don’t lead to an improvement, enforcement action or further regulation may be considered in the future, Ofcom said.

Write to Kyle Morris at [email protected]

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Credit: www.marketwatch.com /

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