Citizens Advice criticises potential Royal Mail rule changes, citing risks of rewarding poor service

Citizens Advice has warned that the proposed loosening of Royal Mail’s delivery regulations could lead to a “rewarding of failure” while millions of households suffer postal delays. Following issues raised about mail-in voting for elections, the charity revealed that problems with letter delays affected close to one in six people, equating to around 7.2 million, this past spring.

The advising body, acting as the official watchdog for postal consumers, conducted research suggesting delays in early this year had dire consequences for nearly 1.4 million people. These included missing critical health appointments, legal documentation, penalties, and decisions relating to benefits.

The research further indicated that differently abled individuals were nearly three-fold more susceptible to these effects. In some situations, people missed crucial deadlines for disability benefit applications which financially destabilised them.

The study also infers that a number of people opt for first class stamps due to anxiety over whether the more affordable option will provide on-time arrival. About one-quarter of individuals lack confidence in second class letters being delivered punctually.

Citizens Advice predicts that, if the current rate of price increases by Royal Mail remains constant, first class stamps would cost almost double their price in the next five years.

This marks the fourth consecutive year where Citizens Advice has expressed concern over declining standards at Royal Mail, despite Ofcom conducting regular investigations and imposing fines.

Despite agreeing with the need for future-proofing the Universal Service Obligation (USO), Citizens Advice says all proposals set forth by Ofcom would only “water down how Royal Mail delivers the country’s postal service and reward years of failure, with nothing offered to consumers in return”.

The charity also cautioned that Ofcom might permit a slowdown in letter delivery while enabling Royal Mail to significantly increase prices.

Citizens Advice said it was vital that any changes to the USO assured a service that is accessible, dependable and affordable for all. It is pressing Ofcom and the new government to ensure this.

The CEO of Citizens Advice, Dame Clare Moriarty voiced: “Ofcom have sat by the sidelines for far too long and allowed letter delays and poor service to become business as usual at Royal Mail. The company has now missed its annual targets for nearly half a decade.”

She also challenged the possibility of disguised cuts saying, “Reforms can’t just be a disguise for cuts the only options put forward will water down how Royal Mail delivers our post, saving the company millions but doing nothing for consumers.”

She added: “Post continues to be an essential part of the UK’s infrastructure. Ofcom and the new Government must spell out how the revised USO will deliver for the millions who rely on it, not just for Royal Mail’s prospective new owners and bottom line.”

In response, an Ofcom spokesman stated: “As well as investigating and fining Royal Mail for its recent poor performance, we’ve been pressing the company on what it’s doing to turn things around.

“Last week Royal Mail published an update on its improvement plans, and while we’ve seen some green shoots of progress recently, there’s more for the company to do.

“We’ll continue to hold Royal Mail to account, and take action on behalf of its customers.”

A spokesperson for Royal Mail responded: “We do not recognise the conclusions Citizens Advice have drawn from a small survey sample of 2,000 people who were asked to recall experiences of letter delays and do not reflect recent improvements in quality of service.

“In every month so far this year we have seen improvements, and year-on-year our First Class quality of service has risen by over 6%, while delivery failure complaints have reduced by 45%. Currently, 95% of First Class mail is arriving within two days, up from 91% at full year.

“Delivering a consistent, reliable service is our priority and we will continue to deliver our action plan to further improve our service for customers.”