Royal Mail’s performance was so bad in the past year that Ofcom have opened investigation into Royal Mail’s compliance with its quality of service performance targets. No complaint was needed, this was an ‘own-initiative’ Ofcom investigation.
It’s worth pointing out that the country should be grateful to the hardworking posties who delivered mail and parcels throughout the pandemic, not to mention millions of covid tests. However while the country feels like it’s back to normal with Coronavirus hardly mentioned on the news in recent months, Royal Mail have yet to recover normal levels of service.
A return to meeting the performance targets Ofcom set Royal Mail needs to come before the lower service levels become the new norm.
Reasons for Ofcom investigation
Ofcom rules require Royal Mail to meet specified quality of service performance targets in the provision of universal service products and none of these were met.
Target to complete 99.9% of delivery routes on each day that a delivery is required
- Royal Mail only completed 94.09% of delivery routes for each day in which a delivery was required
Target to deliver 93% of First Class mail within one working day of collection
- Royal Mail only delivered 81.8% of First Class mail within one working day
Target to deliver 98.5% of Second Class mail within three working days of collection
- Royal Mail only delivered 95.4% of Second Class mail within three working days
Target in respect of stamped and metered mail, deliver 91.5% of First Class products within one working day in each postcode area of the UK
- Royal Mail did not meet the postcode area target in any of the 118 postcode areas
Ofcom takes compliance with quality of service targets very seriously. In light of Royal Mail’s reported performance, Ofcom’s investigation will examine whether there are reasonable grounds for believing that Royal Mail has failed to comply with its obligations under DUSP condition 1.9.1 in respect of the year 2021-22.– Ofcom
When publishing their Quality of Service results for the full 2021/22 year, Royal Mail said that at the peak of Omicron, absence levels were double what Royal Mail would expect to see at that time of the year pre-pandemic, reaching over 15,000 employees off sick or self-isolating in January 2022. Royal Mail say that they took immediate steps to restore a comprehensive service, including recruiting additional temporary staff and establishing a specialised dedicated delivery task force to provide targeted support to the most impacted offices.