Changes to Operational Delivery Processes
For “Non-Signed” for parcels (1C/2C, RM24/48, T24/48)
- Scan the parcel as delivered but do not press submit
Leave the parcel on the doorstep, knock on the door and step back two metres
When the customer comes to the door tell them they have a parcel there
Witness the customer taking the parcel inside
If the customer takes the parcel inside the postman or woman should press submit
If the customer refuses to take the parcel inside, then the postman or woman should:
Retrieve the parcel
Update the PDA status to “Undelivered - No Answer”, and
Leave a “Something For You” card so that the parcel can be collected at a later point
Do not show the parcel as “Refused”
- Scan the parcel as delivered but do not sign yet
Leave the parcel on the doorstep, knock on the door and step back two metres
When the customer comes to the door, tell them they have a parcel there and inform them that we will not be collecting the usual signature, but we will require the customer’s name and must witness the customer taking the parcel in
Input the customer’s name as normal. When the signature box appears, input “CV19” but do not press Done until the customer picks up the parcel
If the customer takes the parcel inside the postman or woman should press Done
If the Customer refuses to take the parcel inside, then the postman or woman should:
Retrieve the parcel
Update the PDA status to “Not Delivered - No Answer” and
Leave a “Something For You” card so that the parcel can be collected at a later point
Do not show the parcel as “Refused”
- Scan the parcel as delivered but do not sign yet
Leave the parcel on the doorstep, knock on the door and step back two metres
When the customer comes to the door tell them they have a parcel there and inform them that we will not be collecting the usual signature, but we will require the customer’s name and must witness the customer taking the parcel in
Input the customer’s name as normal. When the signature box appears, input “CV19” but do not press Done until the customer picks up the parcel
If the customer takes the parcel inside the postman or woman should press Done
If the customer refuses to take the parcel inside, then the postman or woman should
Retrieve the parcel
Update the PDA status to “Not Delivered - No Answer” and
Leave a “Something For You” card so that the parcel can be collected at a later point
Do not show the parcel as “Refused”
- Knock on the customer’s door, walk back two metres and scan the parcel
Advise the customer that they have an “Age Verification” parcel that we can leave on the doorstep without the usual signature, but must still verify the persons age and witness them taking the parcel inside
Ask the customer to open the door or stand in a window and undertake the “Challenge 25” check
If the customer does not look over 25 the postman or woman should ask the customer to provide ID that proves their age. The customer can either show this to the postman or woman at a safe but visible distance or as an alternative through a window
If the customer looks over 25 or produces the relevant ID, the postman or woman should ask the customer for their name and advise them to step back
They should then input the customer’s name into the PDA, when the signature box appears the postman or woman should input “CV19” without pressing Done and should place the parcel on the doorstep
When the customer takes the parcel indoors the postman or woman should press Done
If the customer does not provide the relevant ID/proof of age then the Postman or woman should:
Refuse to deliver the parcel
Update the PDA status to “Undelivered – Failure to Produce ID”, and
Leave a “Something For You Card” so that the parcel can be collected at a later point
Does this apply to all parcels and items requiring a signature?
Yes. These new processes apply to all parcels and items requiring a signature that are delivered in the UK.
Do these changes only apply when we suspect the receiving customer has coronavirus?
No. These new temporary processes apply to delivery to all customers.
When do these changes come into effect?
These changes are effective immediately, until further notice.
The situation regarding the spread of the coronavirus is fast-moving. The safety, health and wellbeing of our employees, members of the public and the communities in which we operate is paramount.
