Postwatch - Background
The postal reforms brought about with the introduction of the new framework for UK postal services were designed to promote interests of consumers. The Postal Services Act 2000 provided for the creation of a new consumer body, The Consumer Council for Postal Services (Postwatch), to replace the old Post Office Users' National Council.
Postwatch has strengthened powers, and its main role comprises:
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having responsibility for all issues of customer representation and the handling of complaints about the services of Royal Mail and licensed services of other licensed postal operators. (Government Ministers would expect to be able to refer all complaints to Postwatch and not to be involved in specific complaints, except in the most exceptional of cases involving the national interest, when consulted by Postwatch);
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providing strategic advice to the regulator (Postcomm) on consumer interests;
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providing advice and information to users of Royal Mail or licensed postal services.
Postwatch monitors complaints and, where it considers appropriate, makes representations to Postcomm about remedial action, including the level of penalty to be imposed for a failure to meet agreed service performance standards.
Postwatch
Address - Freepost Postwatch, Customer Services, 28-30 Grosvenor Gardens, London, SW1W 0TT
Telephone - 08456 013265
Fax - 02890 279340
Website - http://www.postwatch.co.uk