Fairer parcel deliveries: action plan

Ministerial Foreword

Consumer fairness is one of my most important priorities. Creating an environment of fairness for consumers engenders trust in business and helps our economy.

Earlier this year, the Scottish Government launched a consultation on creating a new public body to tackle the causes of consumer harm in Scotland. However, creating a new body takes time, and I want to tackle the issues affecting people across Scotland right now.

The difference in how parcels are delivered in rural and remote areas of Scotland is one of those issues. There are many examples where the charges for delivery are excessive, or where delivery is unfairly refused, or where new conditions are imposed only after a consumer has paid for their purchase.

These kinds of practices are unacceptable – especially when internet sales accounted for one in six of total retail sales in the UK in 2017^[1]. Whether it’s sending presents to loved ones; making sure we get the newest device or technology as soon as it comes out; or securing the supplies to run a successful small business, people in all areas of Scotland deserve to pay a reasonable rate to have their parcels delivered, and to know before they decide to buy what their delivery choices are.

We have long called for unfair delivery practices to end, including launching a statement of principles in 2013, which have been adopted across the United Kingdom. However, we do not have the power to regulate the market. That lies with the UK Government. I will of course continue to work with them to explore what more can be done, and push them to go further where necessary.

However, I also recognise that powers alone are not the answer, and that we can’t wait for change to happen either. Instead, we must use the tools we do have to make a difference. As a step towards that, in June the Scottish Government held a roundtable event attended by parcel delivery companies, businesses, consumer groups and regulatory bodies. During that roundtable event we discussed how we could empower consumers and tackle the underlying causes that lead to different treatment for rural and remote areas. This plan is a direct result of that meeting, and the actions it contains began there. I’m grateful to everyone who took part.

Just as collaboration helped us develop these actions, so too must it help us deliver them. We need – and I am confident we will receive – genuine commitment from all those with a part to play. Together, we can create real change that benefits everyone.

Jamie Hepburn MSP
Minister for Business, Fair Work and Skills

Infographic:

Infographic Text:
Rural Scotland Accounts For 98% Of Scotland’s Land Mass But Only 17% Of The Population.Form Of Certificate Of Title
Consumers In Northern Parts Of Scotland Are Asked To Pay At Least 30% More, On Average, For Delivery Than Consumers Elsewhere In Great Britain.
The Proportion Of Retail Businesses In The Uk (With 10 Or More Employees) Making E-Commerce Sales Has Increased From 25.8% In 2009 To 35.8% In 2016.
Parcels Volumes Grew By 12% Between 2016 And 2017 To 2,342 Million Items, Reflecting The Continuing Growth In E-Commerce In The Uk.
Additional Delivery Costs Are Cited As The Cause Of Two Thirds Of Online Purchases Abandoned At Checkout.