Royal Mail quality of service standards (as set out in its licence)

Annex to Condition 4

Scheduled standards and standardised measures maintained in accordance with paragraph 2(a) of Condition 4

	Scheduled Services		Performance bands for scheduled standards
		I	II	III	IV
		Standard (%)	No automatic consequences (%)	Users receive price reductions or compensation (%)	Postcomm considers investigation (%)
1	Grouping 1 - Retail first class	93.0	<93.0 but >92.0	92.0 to >88.0	88.0 or less
2	Grouping 2 - Retail second class	98.5	<98.5 but >97.5	97.5 to >93.5	93.5 or less
3	Grouping 3 - Bulk first class	91.0	<91.0 but >90.0	90.0 to >86.0	86.0 or less
4	Grouping 4 - Bulk second class	97.5	<97.5 but >96.5	96.5 to >92.5	92.5 or less
5	Grouping 5 - Bulk third class	97.5	<97.5 but >96.5	96.5 to >92.5	92.5 or less
6	Standard Parcels	90.0	<90.0 but >89.0	89.0 to >85.0	85.0 or less
7	European International Delivery	85.0	<85.0 but >84.0	84.0 to>80.0	80.0 or less
8	Special Delivery (Next Day)	99.0	Compensation in accordance with contractual specification	Compensation in accordance with contractual specification	94 or less
	Standardised measures
9	Postcode area target % (delivered)	91.5	<91.5 but >90.5	90.5 to >86.5	86.5 or less
10	% of collection points served each day	99.90	<99.90 but >99.80	99.80 to >99.40	99.40 or less
11	% of delivery routes completed each day	99.90	<99.90 but >99.80	99.80 to >99.40	99.40 or less
12	% of items delivered correctly	99.50	<99.50 but >99.40	99.40 to >99.00	99.00 or less

Notes

1. The scheduled services numbered 1 to 8 in the table above are more particularly described by reference to services referred to in Condition 19 of this licence as shown in the table below –

Scheduled services referred to in table above	Generic products	Controlled services
Retail first class	Stamped and metered 1c	14, 2
Retail second class	Stamped and metered 2c	35, 4
Standard parcel	Standard parcel	5
European International Outbound	Public tariff outbound international services within the scope of the Unipost External Monitoring System survey undertaken by International Postal Corporation on end-to-end quality of service measures for European cross border international priority mail	6
Special Delivery (Next Day)	Special Delivery (Next Day) other than when sold to users having an account with the Licensee buying the service using their account	14
Bulk 1	PPI 1c	12, 15, 16, 31, 33
	Mailsort 1	19, 20, 23, 25, 26, 35
	Presstream 1	29
	Response services 1	106
Bulk 2	PPI 2c	13, 17, 18, 32, 34
	Mailsort 2	21, 22, 24, 27, 28, 36
	Response services 2	117
	Presstream 2	30
Bulk 3	Mailsort 3	37, 38

The Controlled Services referred to above consist of products and services as may be more fully defined by reference to a table of definitions approved by Postcomm for the purpose of this Annex with the agreement of the Licensee.

2. The standards for the scheduled services numbered 1 to 7 show the percentages of letters that should meet the service requirements of delivery by the end of the first, third or seventh working day for first class services, second class and international services or third class services respectively, in each case after the day of collection or receipt by the Licensee.

3. The service numbered 6 (Standard Parcels) is a second class service.

4. The standard for Standardised Measure 9 is the percentage of mail conveyed by the scheduled services in Grouping 1 delivered the first working day after collection or receipt to be achieved or exceeded in each Postcode Area (excepting HS, KW and ZE) throughout the periods of 12 months ending at the end of March in each year, excluding the Christmas period.

5. The percentages for each standard are to be measured on average in the United Kingdom as a whole throughout the periods of 12 months ending on 31 March in each year, excluding the Christmas period.

^{4 Stamped mail and Smart stamp only.
5 Stamped mail and Smart stamp only.
6 Excluding Freepost name and Packetpost Returns.
7 Excluding Freepost name and Packetpost Returns.}