15m mail items lost, stolen or damaged a year
Summary
In March 2006, Royal Mail accepted a new quality of service and price control regime proposed by Postcomm, the regulator of mail services in the UK. The new arrangements run from April 2006 to March 2010.
In addition to allowing Royal Mail to raise the price of first- and second-class stamps, Royal Mail also has new quality of service targets and associated financial incentives aimed at improving mail services.
This Report from the House of Commons Public Accounts Committee's examines the role of Postcomm in the new ‘quality of service’ measures and progress made towards introducing competition to the UK postal market.
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Findings include that the new regime covers more aspects of service quality and has greater clarity and simplicity than the previous system, but it will only reduce burdens on Royal Mail if Postcomm can implement it in an informed and proportionate manner.
The Report finds "black spots" where customers’ needs are badly met, that mail is received much later in the day and that over 15 million letters and parcels are lost, stolen or damaged each year.
The Committee recommends that Postcomm needs to monitor Royal Mail in areas where it is performing poorly or where there are no quality of service targets.
Find out more about Postcomm policy and consultations on the Postcomm website.
