Complaint handling standards for licensed postal operators

Postcomm has made its complaint handling standards for licensed postal operators and published its decision statement. The Regulations will come into effect on the 1 october 2008.

Under the Consumers, Estate Agents and Redress Act ("the CEAR Act", given Royal Assent on 19 July 2007), Postcomm has a statutory duty to make regulations on complaint handling standards that would apply to licensed operators.

On 17 January 2008, Postcomm launched a consultation (which closed on 17 March 2008) about complaint handling standards for licensed postal operators. On 30 June 2008, Postcomm published its decision document and draft complaint handling regulations.  

Related areas: Consumers Estate Agents and Redress Act 2007 ("the CEAR Act")

Related documents:

10 September 2008

Complaint handling standards for licensed operators - a decision statement - September 2008 (pdf, 43KB)
The Postal Services (consumer Complaints Handling Standards) Regulations 2008 (pdf, 59KB)

10 September 2008 - consultation responses

Postwatch response (pdf, 27KB)
MCF response  (pdf, 65KB)
Royal Mail response (pdf, 78KB)

30 June 2008 - consultation responses

Royal Mail response (pdf, 92KB)
Postwatch response (pdf, 88KB)
Trading Standards Institute (TSL) response (pdf, 103KB) 
The Ombudsman Service Limited (tOSL) response (pdf, 26KB)
Other responses (pdf, 87KB) 

30 June 2008 - consultation document

Complaints handling standards for licensed postal operators: A decision document and proposals notice, June 2008 (pdf, 227KB)

17 January 2008 - consultation document 

Complaint handling standards for licensed postal operators (pdf, 154KB). 

17 January 2008 - news release 

Postcomm consults on complaint handling and redress schemes for licensed postal operators.