HC Deb 16 July 1992 vol 211 cc984-5W
Mr. Bayley

To ask the President of the Board of Trade what performance standards his Department has set for the Post Office in the past 12 months.

Mr. Leigh

[holding answer 15 July 1992]: The Post Office at present sets its own performance standards having consulted the Post Office Users National Council. For 1991–92, for example, Royal Mail successfully delivered 89.8 per cent. of first-class letters the next day, against a target of 87.2 per cent. For 1992–93, the target is 90.5 per cent. The Government proposed, however, in the citizens charter White Paper that performance standards should in future be set by the Secretary of State for Trade and Industry, who will be advised by the proposed new, independent, advisory regulator. The regulator will also monitor Post Office performance against these targets. These changes will require legislation.

Mr. Bayley

To ask the President of the Board of Trade (1) what new information has been provided about compensation and redress when Post Office service falls below standard; and how this information has been made available to the public;

(2) when he last reviewed the Post Office compensation arrangements; and how frequently he intends to review them in the future.

Mr. Leigh

[holding answer 15 July 1992]: In line with the citizens charter, the Post Office was ked to carry out an urgent review of its redress schemes in consultation with the Post Office Users National Council. The Post Office, together with POUNC, reported in February this year. They agreed to a number of improvements which are now being implemented. The then Secretary of State, in a reply to a question from the hon. Member for Birmingham, Northfield, (Mr. Burden) welcomed the reports—20 February 1992, Official Report, columns 262–63. In future, the Government also intend to introduce legislation to take powers for the Secretary of State to approve the Post Office's arrangements for compensation and redress, on advice on the proposed new independent advisory regulator. In the meantime, the Government will continue to review the Post Office's redress schemes from time to time as necessary.

Information on compensation and redress is provided to the public in a number of different ways. The Post Office's commitment to consumer care and details of contact points etcetra were set out in its leaflet "Putting the Customer First", of which 750,000 leaflets were distributed, mainly through post offices, in spring this year. Information on compensation and redress is also set out in the new "Post Guide", which is now being distributed to every household in the country on a rolling basis during the course of this year. The detailed rules are set out in codes of practice for the three Post Office businesses—Royal Mail, Counters and Parcelforce. The codes are all available at post offices.

Mr. Bayley

To ask the President of the Board of Trade when he intends to introduce a new independent regulator to advise him on issues affecting the interests of Post Office customers.

Mr. Leigh

[holding answer 15 July 1992]: Legislation to give effect to the Government's proposed reforms of the structure of postal services, including the appointment of an independent advisory regulator, will be introduced as soon as parliamentary time allows.