Ofcom launches investigation into Royal Mail’s 2022/23 delivery performance
Ofcom has today opened an investigation into Royal Mail’s failure to meet its delivery targets for 2022/23.
Under our rules, Royal Mail is required to meet specific performance targets across the year, excluding the Christmas period. Among other targets, Royal Mail must:
- deliver 93% of First Class mail within one working day of collection;
- deliver 98.5% of Second Class mail within three working days of collection; and
- complete 99.9% of delivery routes on each day that a delivery is required.
Royal Mail has today announced that it did not meet the above performance targets in 2022/23, as it:
- delivered 73.7% of First Class mail within one working day;
- delivered 90.7% of Second Class mail within three working days; and
- completed 89.35% of delivery routes for each day on which a delivery was required.
Ofcom takes quality of service very seriously. In deciding whether the company is in breach of its obligations, we will consider if there were any exceptional events – beyond the company’s control – that may have explained why it missed its targets.
If it does not provide a satisfactory explanation and we determine that Royal Mail has failed to comply with its obligations, we may consider whether to impose a financial penalty.
Last year, we warned the company that it could no longer use the impact of Covid-19 as an excuse for poor delivery performance.
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