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A NEW research project will be launched to explore people’s experiences of the postal service in Scotland’s islands.
The project is being led by Consumer Scotland, an organisation established by the Scottish Parliament to advocate on behalf of consumers.
Figures released by Consumer Scotland earlier this year showed that 29 per cent of first-class mail is delivered “on time” in Shetland.
Consumer Scotland said, however, that Shetland, Orkney and the Western Isles are not covered by the delivery speed targets that Royal Mail has to meet.
The general feeling in the community is that local posties are doing a good job, and that any issues tend to lay outwith those on the ground.
For example people have reported instances of longer delivery times after Royal Mail moved its mail flight to Shetland from Aberdeen to Glasgow.
Consumer Scotland’s research also found that 72 per cent of consumers in the Highlands and Islands have been charged additional fees when ordering parcels online.
For the new project, Consumer Scotland will undertake research and advocacy to consider how effectively postal services – mail, parcels and Post Offices – are working for island consumers.
This will include both domestic and small business consumers, with the organisation planning to engage directly.
Consumer Scotland wants to see policymakers, including the government and the regulator, Royal Mail, parcel companies and Post Office Ltd, to have a “new understanding” of the experiences and priorities of Scottish island consumers.
It also hopes to see specific actions, identified through consumer input to the work, to be taken forward to tackle problems experienced by island consumers.
News of the project has been welcomed by Northern Isles MP Alistair Carmichael, has often spoke up on postal services in Shetland.
One issue on his radar in recent months has been staffing levels at the Lerwick sorting office.
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“It is no secret that islanders often feel like we are at the back of the queue when it comes to our postal services,” the MP said.
“That is a drag on our economy and our day-to-day life in a way that would be unacceptable if it were the case in any major city.
“Any research that can shed light on the scope of this problem is a good thing and should be a spur to improve our postal service.
“I shall look forward to seeing the results of this project when it reports back.”
In response to Consumer Scotland’s figures released in June, a Royal Mail spokesperson said: “We are fully committed to the Universal Service across the UK, which includes delivering to all 2.9 million addresses in Scotland, as well as rural, remote and island communities.
“We continue to explore new methods of delivering mail to remote locations, such as drone trials, and are working closely with ferry and flight operators to improve reliability.
“Recruitment and retention can be challenging in these areas, and we are actively investing in local recruitment campaigns and offering retention bonuses to support our teams.”
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