Delivery Services: Ofcom
The question
To ask the Secretary of State for Business and Trade, whether they have made an assessment of the potential merits of expanding Ofcom’s remit to delivery companies, including mandatory reporting of complaints and delivery metrics.
Answered by Blair McDougall
Ministers have been clear that some delivery companies need to do more to meet the rightful expectations of customers.
Ofcom is responsible for regulation of the postal services sector and requires that all postal operators must establish, make available, and comply with transparent, simple, and inexpensive procedures for dealing with consumers’ complaints about the services they receive.
In its last review of the postal regulatory framework, Ofcom acknowledged that the safety and security of parcels moving through delivery networks remains a key consumer concern and it is monitoring this issue over the review period lasting until 2027. Ofcom publishes an annual report summarising its monitoring programme on its website: www.ofcom.org.uk/postal-services/information-for-the-postal-industry/monitoring_reports.
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