Consumer Scotland - energy, post and water - draft workplan 2022 to 2023: consultation

6. Post

Tackling post exclusion

What's the issue?

Everyone should have access to post, no matter their living situation. Access to post is essential for vulnerable consumers to receive financial and government documents and parcel deliveries. Some people are unable to access post at home, or may face barriers to doing so, (known as post exclusion) and this can have detrimental impacts on individuals and vulnerable consumers are particularly negatively affected.

Why are we looking at this?

We welcome Ofcom's proposal requiring parcel operators to create policies which better meet the needs of disabled customers. Evidence shows more work needs to be done to address the barriers faced by other vulnerable groups, which could include the elderly, rural and remote communities, survivors of domestic violence, those experiencing homelessness, refugee/asylum seekers and the Gypsy/Traveller community. We will continue to work with consumer advocacy bodies to ensure joined up thinking in this space.

What is the outcome we're looking for?

Collaborative solutions to remove the specific barriers that exclude vulnerable consumer groups from accessing post.

Promoting a fairer postal market in Scotland

What's the issue?

Our role requires us to monitor Royal Mail's quality of service and delivery on the Universal Service Obligation (USO), alongside barriers to access in the postal market in Scotland. As regulation of the postal market is reserved, we will work closely with postal and consumer bodies across the UK in order to monitor the market and represent the voice of Scottish consumers. We will also engage with local postal market issues, including access to Post Offices, through collaboration with stakeholders.

Why are we looking at this?

Some areas of Scotland, particularly our rural communities, do not always receive the same quality of service in the postal market as larger urban areas. We will work directly with stakeholders when issues arise to find solutions for Scottish consumers.

What is the outcome we're looking for?

People across Scotland receive the required quality of service from the postal market's designated service provider and are able to access the services they need.

Enabling consumers to choose in the parcels market in Scotland

What's the issue?

The parcels market has changed significantly in recent years due to external market pressures including the pandemic and UK's exit from the EU. The increasing reliance on parcel market operators to facilitate our shopping needs has widespread implications for the whole Scottish economy. Consumer Scotland will monitor the evolving parcel markets and seek to better understand the issues consumers, including Scotland's small and microbusinesses face. We will use this insight to enable consumers to make good choices.

Why are we looking at this?

Consumers could benefit from a better understanding of their choices in the parcels market in Scotland. Research shows that consumers are often dissatisfied with the quality of service delivered by parcel operators, with 1 in 3 consumers experiencing a problem with delivery. We will gather evidence to understand the systemic issues consumers face and identify trends in consumer detriment.

What is the outcome we're looking for?

We want to see Scotland's consumers and small businesses thriving in a post-Brexit and post-COVID economy. This work will provide a clearer understanding of the common issues experienced by these consumers. We will look at developing a consumer tool that enables them to compare the performance of parcel operators, taking specific account of Scottish circumstances. We will work with consumer advocacy bodies across the UK to consider how best to develop this.

Engage with regulators to protect consumers' interests in the postal market

What's the issue?

The postal market has rapidly evolved in recent years due to the pandemic accelerating existing online shopping trends. Consumer have become increasingly reliant on private parcel operators to deliver goods. Some Scottish consumers in rural and remote communities are often asked to pay more for parcel deliveries due to their location. These market changes and the experiences of Scottish consumers must be reflected in the rules and regulation that shape the practices of Royal Mail and private parcel operators.

Why are we looking at this?

In early 2022 Ofcom sought views on proposals for the regulation of postal services from 2022 to 2027. As the postal market and the regulation shaping it evolves, we must ensure that consumers continue to have access to services at a fair price, opportunities to make complaints when thing go wrong and transparency of costs. We will work to ensure the specific issues Scottish consumers face are heard by UK regulators. This could include issues around rural and remote delivery surcharges and barriers to accessing the post for vulnerable consumers. We will also work with stakeholders and regulators advocating for further sustainability measures to ensure the postal market is part of a just transition to Net Zero in Scotland.

What is the outcome we're looking for?

This work will ensure that the interests of Scottish consumers and businesses are represented in any potential change to regulation of the postal market. We will share the experiences of Scottish consumers as we engage with Ofcom on a variety of matters including the regulation of postal services from 2022-2027.

Consultation Questions:

5. Are these appropriate post issues to focus on in our work?

6. Would you recommend the addition or removal of any post issues?