Question to the Department for Business and Trade:

To ask the Secretary of State for Business and Trade, whether she plans to introduce legislative proposals to help ensure that parcel delivery companies are providing high levels of customer service.

The Postal Service Act 2011 already provides Ofcom, as the independent regulator for the sector, with powers to impose requirements on postal operators to protect customers. Ofcom's current consumer protection condition requires all postal operators to establish simple and inexpensive procedures for dealing with consumers’ complaints about postal services.

Following its review of the regulatory framework for post last year, Ofcom proposed new guidance on complaints handling processes for parcel operators which will take effect from 1 April 2023. Ofcom has committed to ongoing monitoring of the new provisions and to consider enforcement action, or further regulation, if progress is not made.