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Ofcom proposes new guidance for parcel firms’ complaints handling

Ofcom is proposing new guidance for parcel firms to improve their complaints handling. It’s hoped the new guidance will improve the experience for those customers for who things go wrong.

More than ten million parcels are delivered on an average day in the UK, but Ofcom research shows that almost two-thirds (64%) of customers have experienced delivery problems in the last three months.

Around a quarter of senders find it hard to make a complaint or contact parcel operators when they have a delivery problem and two in five say their complaints are only partially resolved.

Almost one in ten say their complaint isn’t resolved at all.

Satisfaction with complaint handling ranges from 29% to 71% depending on operators. As a result, Ofcom is proposing three major changes for parcel firms in dealing with complaints. They include customers being told who to contact, and what channels they can use to make a complaint; explaining what the complaint process will be and how long it will take to resolve an thirdly having their complaint dealt with by staff who have received appropriate training.

Ofcom is also proposing a new requirement for parcel firms to establish, publish and comply with clear and effective policies and procedures for the fair treatment of disabled customers, who are almost 50% more likely to experience significant problems with parcel deliveries. This includes ensuring that disabled customers can communicate their delivery needs to the parcel operator and setting out how couriers will meet those needs when delivering parcels.

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