Watchdog loses business focus?

[johnnyp]

http://www.precisionmarketing.co.uk/Art ... focus.html
Source: Precision Marketing Magazine
ByLine: Sara Kimberley
Publication date: 13 Oct 2008
After eight years, the UK's watchdog for postal services, Postwatch, is merging with energywatch and the National Consumer Council to become a new super-powered 'Consumer Focus' group. As part of the change, postal operators will have to take greater responsibility for handling complaints or face significant fines. But as the group vows to champion consumer rights, what will this mean for business mailers?

Deputy chair of Postwatch Judith Donovan says the £15m a year super-champion - to be headed up by Ed Mayo, chair of the National Consumer Council - will not represent business in the same way Postwatch did. She says/ "Consumer Focus has no expertise in postal affairs and will not represent bulk mailers. The industry now has to watch its own back and be more alert about Royal Mail and Postcomm."

Royal Mail, however, believes the new group will lead to little change in the industry. If bulk mailers aren't happy with their postal services, they have the opportunity to change provider, as competition is rife.

"Bulk mailers have a choice, unlike small businesses. If they're not happy with the provider, then they can change. They have an alternative as there's lot of competition. They also have a choice of ways and channels they can use to communicate to customers," a Royal Mail spokesperson comments.

With the new group, Ofgem and Postcomm having stronger powers and the ability to fine companies that fail to meet tough standards. Many in the industry think there will be less room for business customers concerns as a result and that the new body will leave little recourse for dissatisfied clients.

Managing director of collaborative publisher Tilt, Ben Allan, comments: "Recently, more questions have been raised about Royal Mail's delivery levels, leading to further mistrust. If the Royal Mail remains unreceptive to concerns, then it is likely that we will have to start our own forum to pressure Royal Mail to deliver value for money."

Others in the industry, however, have little faith in the new beefed up group's powers. Granby Marketing Services sales and marketing director Stewart Oxley says: "I think a lot of people within the mailing house side of the direct mail industry remain to be convinced that any new complaints procedures will have teeth."

He adds: "Passing initial complaints across to the postal operators themselves may make them more accountable. But from past experience with mailing organisations, this approach will only be believed when seen."