OFCOM introduces new regulations for couriers

Many of us have had problems with couriers in the last few years. Whether it’s a lost or damaged parcel the one thing in common is that it is virtually impossible to contact the courier company.

From today, 1 April 2023, that will change.

Following Ofcom’s Guidance for parcel operators on consumer complaints handling procedures published 18 July 2022, parcel companies must now:

1. tell customers whom to contact, and what channels they can use to make a complaint;
2. tell customers what the complaint process will be, and how long the complaint will take to resolve;
3. deal with complaints using staff who have received appropriate training.

The statistics on complaint handling by parcel delivery companies

Ofcom’s consultation found that almost two thirds (64%) of people sending parcels had a problem with a delivery firm in a three month period. Around 25% of senders found it difficult to make a complaint, or to contact parcel operators, when their delivery went wrong. This research published March 2022 highlighted inconsistency in satisfaction with complaint handling too, ranging from 29% for Evri (Hermes at the time) to 71% for Amazon.  40% of those who complained said their complaints were only partially resolved and 10% were left with their complaint completely unresolved.

The research also found that:

“9% of complaints raised by senders were not resolved at all and 42% were only partly resolved.

37% of consumers of those who did not contact or complain when they experienced a delivery issue said it ‘wouldn’t change anything’”.

Complaining about delivery companies

Ofcom doesn’t investigate individual complaints, it records complaints by service and by provider and uses that data to inform policy, enforcement and monitoring work.

Complain to:

Citizens Advice for postal consumers in England and Wales.  0808 223 1133.

Advice Direct Scotland for postal consumers in Scotland. 0808 196 8660.

Consumer Council for postal consumers in in Northern Ireland 0800 121 6022.

The organisations provide Ofcom with information about the type of problems that people are experiencing with parcel delivery services, which alongside consultation and information gathering from companies helps it monitor adherence to regulations.

Present situation and future changes?

When consumers purchase an item from a retailer and have a problem with the delivery they often think they should contact the courier. This is not the case, as your contract is with the retailer and it should resolve the matter for you. Often a retailer may fob you off and tell you to contact the courier.

So, how will the new guidelines affect these customers?

Under Ofcom’s existing rules, all postal operators and couriers must have a simple and transparent complaints process in place.

A spokesperson for Ofcom said:

“We would consider the guidance applies to all parties covered by the definition of a postal service under the Postal Services Act. While it’s a broad definition, where parcel operators – including intermediaries – take responsibility for complaints handling, we expect them to comply with our regulations.”

Don’t discriminate against courier customers!

Ofcom is also introducing “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.”

Ofcom’s research showed that disabled people are more likely to experience parcel delivery problems than non-disabled customers. For example, not allowing enough time for people to answer the door, drivers not carrying out specific delivery instructions and leaving parcels in inaccessible places.

From 1 November 2023 postal operators “must have policies and procedures in place to ensure disabled customers can communicate their delivery needs to them, and firms will need to ensure couriers will meet those needs when delivering parcels.”

When I asked why the rules are coming in much later for disabled customers, a spokesperson for Ofcom said:

“Parcel operators need sufficient time to develop and implement new policies and procedures, including ICT systems changes and training programmes, to comply with our new rule. We expect parcel firms to be ready for the deadline.

How disabled consumers can complain to couriers about their deliveries

Update 01 November 2023, Ofcom provided the following information:

• Our disabled consumer condition for postal companies is in place to ensure the fair and appropriate treatment of disabled customers when they are receiving or sending parcels.
• When someone purchases an item online, the contract is between the retailer and the customer. However, in order to facilitate the delivery of the item, we understand that in the vast majority of cases, the retailer passes the customer’s contact details (e.g., phone number, email) to the parcel company, which the parcel company can then use to communicate with the customer about the delivery.
• It is up to parcel companies to decide how disabled customers can communicate their needs to them and they need to make sure the needs of disabled customers are met, as long as they comply with our disabled customer condition. We observe, for example, that some parcel companies are adding to their delivery notifications an option which enables disabled customers to communicate their delivery needs to them, and/or providing the opportunity for disabled customers to proactively set their delivery preferences (for example, through the parcel company’s app), which would then apply to all parcels delivered to them by that company.
• We are closely monitoring the implementation of this condition, and if parcel companies do not comply, we’ll consider enforcement action.

Couriers must do better!

Ofcom has said that if it does not see substantial improvements in customer service and complaints handling as a result of these changes, it will consider enforcement action or further regulation.

It has not taken action on complaints-handling in the last five years, but claims it is tightening its rules and guidance to reflect how the parcels market has grown considerably. An Ofcom spokesperson said:

“In line with how we regulate other sectors, we’ll keep a close eye on the market once the guidance is introduced, and our monitoring work could include consumer research, information gathering and tracking complaint levels.”

How often have we all heard of problems with a courier or a delivery? It’s annoying enough when a parcel is thrown in a bin, left in an unsafe place or not delivered at all without struggling to get the matter sorted. But we need to see these regulations strictly enforced and see those fines brought in! I was sceptical a few months ago on BBC Breakfast and I remain so!

Below are some of my appearance on television regarding deliveries. I am frequently in the media talking about deliveries and also talk about other sectors such as retail, travel, motor, banking and topical issues. See Helen Dewdney – Consumer Rights Expert & Media Commentator

Further help with complaining about deliveries

How to complain about a delivery, online and mail order

What to do when deliveries don’t reach you

If you can’t get the help you want from a courier, contact the CEO who won’t respond personally but it should help! You can find the email address from ceoemail.com

Further help with consumer issues

Top 20 Tips How to complain effectively

If you need more help, information and tips with how to quote Acts, template letters and advice on how to complain effectively don’t forget the GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

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