To ask the Secretary of State for Business and Trade, whether he is having discussions with Royal Mail on (a) instances of repeat error charges and (b) the effectiveness of its complaints processes, in the context of the universal service obligation.
Answered on
23 January 2025
Ministers and officials have discussions with Royal Mail on a regular basis in its capacity as the universal service provider. However operational issues such as error charges and complaints procedures are a matter for Royal Mail as an independent business, with the delivery of the universal service obligation overseen by Ofcom as the independent regulator.
Following its 2022 review of the regulatory framework for post, Ofcom issued new guidance which took effect from 1 April 2023 on improving complaints handling processes to ensure postal operators’ compliance with their existing regulatory obligations. Ofcom has committed to ongoing monitoring of the new provisions. Further information on Ofcom’s findings in its review are available on Ofcom’s website: www.ofcom.org.uk/consultations-and-statements/category-1/postal-regulation-review.