ComReg is consulting on proposed new minimum requirements for complaints handling codes of practice for postal service providers. The closing date for submissions is 20 February 2026.
The proposals aim to improve the handling of complaints by enhancing transparency, fairness, and consistency. Based on ComReg’s regulatory experience, international standards and research, the consultation identifies issues faced by postal service users and sets out proposed measures for simple, affordable, and prompt complaint procedures.
Key proposals include clearer and more accessible complaint handling channels, standardised timelines, and information for postal users.
In summary, ComReg is proposing:
- A minimum of three complaint channels, with at least one free, to include phone, post, and electronic.
- A standardised 12-month period for submitting complaints.
- A unique complaint reference and acknowledgment within two working days.
- A full response within 20 working days.
- Key communications provided in a durable form.
- Option to refer disputes to ComReg after 20 working days.
- Clear information on remedies and compensation for unmet standards.
- Procedures for determining responsibility among multiple providers.
- Record retention and accessible formats for assistance.
- Updated Code of Practice to be published on providers' websites.
