LTB 654.16 - National Agreement Mandatory Paperwork for acceptance of PPI mail via RM Receptions and Enquiry Offices/Customer Service Points

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LTB 654.16 - National Agreement Mandatory Paperwork for acceptance of PPI mail via RM Receptions and Enquiry Offices/Customer Service Points

No. 654/16

29th November 2016

National Agreement Mandatory Paperwork for acceptance of PPI mail via RM Receptions and Enquiry Offices/Customer Service Points

Dear Colleagues,

Branches will be aware of LTB 445/16 which involved trial activity to review the Mandatory Paperwork for RM Receptions at Greenford and Manchester to find ways to close the revenue losses, it has been agreed that this will now become a National standard for all Mail Centre Reception sites and Enquiry Offices/Customer Service Points.



As a result the attached National Agreement has been reached with Royal Mail which will mean that the following will apply:



PDA PPI scanning technology will be implemented at all Mail Centre Reception areas and Enquiry Office/Customer Service Points
Details of how many customers are not adhering to RM terms and conditions by not providing appropriate paperwork will be captured and passed to Revenue Protection
Understand how many customers are accessing Mail Centre Receptions and Enquiry Office/Customer Service Points and what type of paperwork they are providing – i.e. will the paperwork generate a bill
All suspect mail to be RED X’d for further investigation by Revenue Protection

The training for PPI scanning via Mail Centre Receptions and Enquiry Office/Customer Service Points will take place in the form of, Face to face training, Existing PDA coaching materials and ongoing support through workplace coaches.



It has also been agreed that the relevant information and data collated will be shared with the CWU, which will be reviewed nationally via the Collections Joint Working Group, to review success and future processes. Any Enquiries please contact either:



Bob Gibson’s Office, quoting reference 532

Email address: outdoorsecretary@cwu.org



Davie Robertson, Assistant Secretary, Email: dwyatt@cwu.org or shayman@cwu.org quoting reference number 231.06



Yours Sincerely,



Mark Baulch Davie Robertson

CWU A/Assistant Secretary CWU Assistant Secretary