Royal Mail : statement in response to Ofcom review of postal regulation

Royal Mail notes Ofcom's Review of Regulation consultation including the proposal to broadly maintain the current regulatory framework and require Royal Mail to set out a longer-term efficiency ambition. Given rapidly changing consumer needs, it is important that the regulatory framework enables innovation and allows Royal Mail to adapt quickly to rebalance our service offering from letters to parcels. Ofcom has stated that the current system is generally working well for people and businesses who use postal services, and we support Ofcom's proposal not to extend Access regulation.

However we are disappointed that Ofcom has not taken this opportunity to allow Royal Mail to offer tracking on USO services. Consumers increasingly demand more visibility over their deliveries. We have requested the ability to offer tracking on USO services so that we can deliver better outcomes for all customers, in line with Ofcom's stated goals. Tracking gives customers more control and the information they need to complain in the event that things do go wrong. The postal sector and consumer needs are changing at an unprecedented rate, and it is important that the regulatory system enables us to adapt at pace.

Ofcom proposes to issue guidance to all parcel firms regarding their complaints handling procedures, including setting out who to contact, how the complaints process works and how long the complaint will take to resolve. As the Universal Service Provider, Royal Mail's USO services are already subject to this type of guidance and we recognise Ofcom's efforts to level the playing field amongst all parcel operators.

Royal Mail will actively participate in the consultation process, including providing a detailed, evidence-based submission to Ofcom.