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Postcomm publishes final proposals on Royal Mail's compensation schemes PDF Print E-mail
Wednesday, 02 April 2008

Postcomm, the independent regulator for postal services, has today announced it is minded to accept Royal Mail’s proposed changes to its retail compensation arrangements for lost, damaged and delayed mail.

The regulator has conducted a public consultation and worked closely with Royal Mail and Postwatch to address concerns about the complexity of Royal Mail’s current compensation schemes for retail customers and some inconsistency in how they are applied.

The key changes to the retail compensation arrangements for loss, damage and delay are:

if the item was posted with Royal Mail, there will be compensation for loss, damage and delay where an item has no intrinsic value or where a claimant cannot provide proof of posting;

loss and damage to items with an intrinsic value, with proof of posting with Royal Mail and proof of value, will entitle customers to a postage refund plus compensation for actual loss;

the £5 and £10 payments for delay and substantial delay will be removed, except for Special Delivery Next Day;

compensation for delayed retail mail will become payable one day earlier than at present;

redirected mail  will be eligible for compensation for delay; and

users of the Articles for the Blind  service will be able to claim compensation for loss, damage and delay.

Postcomm will decide whether to remove the bulk compensation scheme from regulation when it makes a final decision on Royal Mail’s application for suspension of the scheme and the so-called “C-factor” in 2007-08 due to industrial action arising from its transformation plan.
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