People sending and receiving parcels in the UK should be treated more fairly by delivery companies, under new protections proposed by Ofcom.
More than 10 million parcels are delivered on an average day in the UK and Ofcom has found that almost two thirds (64%) of customers have experienced problems with deliveries in the last three months.
What’s more, around a quarter of senders find it difficult to make a complaint, or to contact parcel operators, when their delivery goes wrong.
Two in five say their complaints are only partially resolved, while almost one in 10 are left with their complaint completely unresolved.
Ofcom’s evidence also suggests an inconsistent level of service across the industry: customers’ satisfaction scores on complaints handling range from just 29% for one operator to 71% for another.
Thus, Ofcom has proposed new guidance requiring all parcel firms to tighten up their complaints handling and offer better protections for disabled customers, who are almost 50% more likely to experience significant problems with parcel deliveries.
Under existing rules, all postal operators must have a simple and transparent complaints process in place.
However, Ofcom now intends to set additional guidance, under which customers must be told who to contact, and what channels they can use to make a complaint; told what the complaint process will be, and how long it will take to resolve; dealt with by staff who have received appropriate training.
The regulator has also proposed a new requirement for parcel firms to establish, publish and comply with clear and effective policies and procedures for the fair treatment of disabled customers.
This includes ensuring that disabled customers can communicate their delivery needs to the parcel operator, and setting out how couriers will meet those needs when delivering parcels.
Lindsey Fussell, Ofcom’s networks and communications group director, said: “Parcel deliveries have become increasingly important to our daily lives and customers rightly expect a positive experience.
“We’re planning to strengthen our rules to make sure people are treated fairly by delivery firms.
“If we don’t see significant improvements in customer service, we’ll consider enforcement action or tighten regulations further.”
Ofcom’s consultation on its review of postal regulation closes on 03 March 2022 and it expects to publish a statement on its final decisions in summer 2022.
