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Royal Mail executives must face real consequences when they appear before MPs over letter delivery failures, North Wales MS Carolyn Thomas has said.
Thomas, a Welsh Labour regional member who worked as a postal worker before being elected to the Senedd, said the decision by the Business and Trade Committee to summon Royal Mail bosses to Parliament should be a “turning point” for the service.
The committee, chaired by Labour MP Liam Byrne, announced on 26 February that Royal Mail and Ofcom executives would be called to give evidence after complaints that parcels were being prioritised over letters.
The hearing is scheduled for 24 March.
Thomas said she has repeatedly raised postal failures in the Senedd after constituents across Wales contacted her about delayed and missing post, including NHS correspondence.
She said residents told her they had missed hospital appointments, consultations and treatment because letters arrived too late.
“Royal Mail being called to Parliament to answer for their failures is a step in the right direction,” she said.
“When I previously raised delivery failures in the Senedd, Royal Mail contacted me asking me to identify a specific branch.
“That completely misses the point – this is a systemic issue, and people across the length and breadth of Wales are experiencing it.”
Thomas said postal workers had told her that management priorities had shifted away from letters, with parcels taking precedence.
“Royal Mail workers have spoken out about letters pilling up in depots while pressure is placed on staff to prioritise parcels,” she said.
“That tells us exactly what has changed – profit has been put before public service.”
Royal Mail was privatised by the UK Government in 2013.
Daniel Kretinsky’s EP Group completed its takeover of the company in April 2025.
Thomas said the current problems are a direct result of that decision.
“As someone who worked in the Royal Mail, it is heartbreaking to see what has happened to the service that our communities are so reliant upon,” she said.
“Privatisation has brought with it increased prices, a worsening service, and overworked, demoralised staff.”
She said communities in rural and semi-rural areas, including parts of North Wales, have been particularly affected, where reliable postal services remain essential for public services, businesses and residents who are digitally excluded.
Thomas said previous Parliamentary scrutiny of Royal Mail had not produced lasting change and that this round must be different.
“This cannot be a case of Royal Mail offering apologies and excuses and then carrying on as before,” she said.
“The UK Government fundamentally needs to confront the reality that privatisation has been a disastrous failure.
“Royal Mail should never have been sold, and we should now be having a serious conversation about returning it to public ownership so it can once again operate in the public interest.”
A Royal Mail spokesperson has previously said that attending the committee would provide an opportunity to discuss its transformation work and the need to implement changes to ensure financial sustainability.
Ofcom, the regulator, has warned Royal Mail that further fines are likely if meaningful improvements to service are not made.
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