Mae'r cynnwys hwn ar gael yn Saesneg yn unig.

Investigation into Royal Mail's quality of service performance in 2018/19

10 July 2020

Closed

Investigation into Royal Mail Group Limited ('Royal Mail')
Case opened 31 May 2019
Case closed 10 July 2020
Summary

This investigation is examining Royal Mail’s compliance with its quality of service performance targets, imposed on Royal Mail in Designated Universal Service Provider (“DUSP”) condition 1.9.1, during 2018/19.

Relevant legal provision(s)

DUSP condition 1.9.1, and Schedule 7 to the Postal Services Act 2011

Following our investigation, Ofcom has today issued Royal Mail with a Decision finding that it contravened DUSP condition 1.9.1 by failing to meet certain performance targets associated with first class mail delivery during 2018/19. It also sets out our decision to impose a financial penalty on Royal Mail for its failure to meet the first class national performance target.

Ofcom has discretion to adjust Royal Mail’s performance to take into account the impact of events which Ofcom considers to be exceptional and which affected its performance. After adjusting Royal Mail’s performance to take into account the impact of Highways England’s road investment programme, Royal Mail still failed to meet the first class national and Postcode Area (PCA) performance targets by a significant margin:

  • With adjustment, Royal Mail’s maximum first class national performance was 91.9% (falling below the 93.0% target); and
  • With adjustment, Royal Mail’s maximum PCA performance was 91.5% in 108 of 118 PCAs (falling below the 118 PCA target).

Ofcom takes compliance with performance targets very seriously and has imposed a financial penalty of £1.5 million on Royal Mail for its failure to meet its first class national performance target. A financial penalty has not been imposed in relation to Royal Mail’s failure to comply with the first class PCA performance target.

More details can be found in our press release.

A non-confidential version of the Decision is currently being prepared and will be published shortly.


Case leader

Tom Cherry (thomas.cherry@ofcom.org.uk)

Case reference CW/01244/05/19