Postcomm tells Consignia to try harder

22 October 2002

Postcomm today moved to require Consignia to improve two mail services for businesses – 1st Class Post Paid Impression (PPI) and 1st Class Response Service.

An enforcement notice issued today says that information from Consignia indicates that by March 2003 the 1st Class Response Service and 1st Class PPI are likely to miss their performance targets. The 1st Class Response Service is currently 20% below its March 2002 target and 22% below the target for March 2003. The figures for 1st Class PPI are respectively 9% and 11%.

The notice specifies the actions that Postcomm intends to order Consignia to take to reach its targets and gives the company 21 days to respond. The proposed order would require Consignia to take specific steps to improve these services, to provide evidence that it is doing so, and to issue monthly reports of progress.

Postcomm is already consulting on a compensation scheme which would be used in future to compensate customers of Consignia’s bulk mail services for lapses in service standards.

More information on Royal Mail's Quality of Service standards.