BBC News: Parcel Firms Face New Rules to Boost Customer Service

Dec 22, 2021

(Image Source: BBC News)

Complaint handling is one of the main issues to be addressed in the latest proposals to improve customer service. According to Regulator Ofcom, over ⅔ of surveyed customers had problems with deliveries and were not satisfied with how firms resolve problems. 

Following the global pandemic, online shopping and parcel deliveries have become an integral part of people’s daily lives. For that reason, Ofcom plans to apply new enforcements and further tighten regulations to enhance customers’ experience as well as ensure fair treatment of all individuals.

Ofcom’s new proposal require parcel firms to: 

  • Tell customers who to contact, what channels they can use to make complaints

  • Inform customers about the complaints process and estimated time to resolve

  • Allocate trained staff to take care of customers’ problems

  • Treat disabled people equally

The proposal is a part of the 5-year review postal regulation. While some believe the regulator is already behind with delivery, others may argue that it is better late than never. Online shopping was popular even before the pandemic and the matters were brought up only this March. The extra regulations will be most likely introduced next summer and even then, there is a high possibility of them remaining as mere guidelines.

Source: Parcel firms told to improve how they handle complaints

For more exclusive reports, insights, and interviews on the latest updates in e-commerce and logistics, follow us on LinkedIn or join our community as a member.

Share this with your network
Follow us on LinkedIn
Stay connected with us

Track your parcel here

More discoveries

Business Wire: Convoy Strategically Expands Alliance with MercuryGate

Jul 01, 2022

TechCrunch: Pinterest Elects Google Exec, Bill Ready, as New CEO

Jun 30, 2022

Tech in Asia: Zomato Signs Acquisition Deal with Blinkit for $578M

Jun 29, 2022

Supply Chain Quarterly: Walmart Inducts High-Tech Tablets in Freight Trucks

Jun 28, 2022

State of E-Commerce in Germany 2021

Jun 28, 2022

Guest Post: 5 Effective Ways Technology Enhances Customer Retention

Jun 27, 2022

Alcott Global Podcast: Supply Chain Tech is Here to Stay

Jun 27, 2022

Business Wire: Shipbob Appoints Kamal Sundar As New Supply Chain Leader

Jun 24, 2022

Guest Post: Ultimate E-Commerce Strategies for the Summer Season

Jun 24, 2022

Guest Post: 9 Important Practices for Proper Inventory Management for Startups

Jun 23, 2022

Logistics Management: Fedex and Fourkites Join Forces for New Supply Chain Capabilities

Jun 23, 2022

Retail Dive: Simon Pilots Innovative Search Tool for Shoppers

Jun 22, 2022

Top E-Commerce Trends to Watch this Summer

Jun 21, 2022

Your Story: Delhivery Introduces Same-Day Deliveries for D2C Companies

Jun 21, 2022

Guest Post: Artificial Intelligence in E-Commerce: What’s Next

Jun 21, 2022

Guest Post: How Digital Marketing & Advertising Can Help Grow Your eCommerce Business

Jun 20, 2022

Funding Roundup: New Funds Secured by Zoovu, Cartlow, Khazenly and Others

Jun 17, 2022

Guest Post: 11 Ways to Optimize Your Online Store for Better Conversions

Jun 17, 2022

Apex Insight: Doddle Rolls Out Automated Returns Kiosks

Jun 17, 2022

Unpacking Returns Management in E-Commerce

Jun 17, 2022

Interview with Wilfred Lam: Omnichannel Logistics at LUXASIA

Jun 16, 2022

Fashion Network: Pimberly Strengthens Board with New Member, Dr. Beatrice Lafon

Jun 16, 2022

Yahoo News: Amazon Sets to Launch Prime Air Drone Deliveries

Jun 15, 2022

Pandaily: Introduces New Cross-Border Trade Platform

Jun 14, 2022

An Introduction to Returns Management in E-Commerce

Jun 14, 2022