| Postwatch Scotland raised concerns over the sustained problems of misdelivery and mail dumping in Dundee East after the situation was reported in the Evening Telegraph last week.
Tom Begg OBE, chairman of Postwatch Scotland, said, “We were concerned to learn of the serious, sustained problems being experienced in Broughty Ferry.”
Mr Begg continued, “We have requested Royal Mail to look into the issue as a matter of urgency.
“Royal Mail delivers about 84 million items of mail every day.
“No one expects they will get things right every time. However, when something goes wrong, Royal Mail should make it a priority to review the problem, take steps to resolve it, and ensure that affected customers understand how the issue is being addressed.
“That is what we are asking them to do.”
The watchdog has also requested details of steps Royal Mail has undertaken to determine the scale of the problem and what they intend to do about it.
One woman reported that an oversized package was not delivered despite someone being at home.
The Royal Mail admitted the individual responsible for the customer’s run had failed to follow procedure and the case would be looked into.
However, the Royal Mail defended the Dundee East sorting office, rejecting claims it is failing to achieve the same level of service as its sister offices in the city. A spokeswoman assured customers that managers are taking steps to resolve problems in the area.
Among the complaints raised against the Royal Mail were —
* Customers left without mail for several days, only to receive a unusually large pile the next day.
* Piles of letters, including sensitive documents such as credit card details, being dumped in communal areas.
* Mail being delivered at erratic times, in one case as late as 7 pm on a Saturday night.
* “Undelivered” mail cards for over-sized mail being posted, despite the customer being home.
The spokeswoman said the DD4 postcode area achieved a quality of service rating slightly below the national average at 92.2% for mail delivered in and out of the area.
That figure rises to 95.1% within the city boundaries.
She could not provide figures for the individual achievement of Dundee East, but said measures are in place to deal with any problems. |
