Call and collect customers

[gone postal]

I hope someone out there can help
At our D.O. we deliver all parcel force parcels along with Royal mail parcels.
In the past our call and collect customers picked up all parcels including,
parcel force items when they came to the callers office.
Today we have been told that we have to take out and attempt delivery
of the parcel force items even, though we know the customer doesn't
want to have mail/parcels delivered to their door that's why they have a call and collect!
Can someone tell me if the call and collect only relates to royal mail services and not parcel force???
Cheers