Annex A
LICENCE CONDITION 4.14

TOTAL NUMBER OF COMPLAINTS RECEIVED

YEAR 2006 - 2007

R o y a l M a i l : A l l P r o d u c t s

Type Of Complaint
No. of
Number Recompens
Complaints
Paid
e
Loss 651,582
311,005
8,978,205
Redirection Failure
141,708
22,161
301,203
Mis-Delivery 117,011
4,587
30,757
Delivery Procedures
113,631
10,857
62,199
Delay 79,344
52,850
681,597
Damage 56,509
29,071
980,745
Other 31,717
3,487
114,407
International Loss
23,626
12,004
650,550
Delivery Frequency
23,298
112
890
Part Loss
20,161
7,864
357,659
RM Policy
17,842
3,981
151,411
Incorrect Return To Sender
16,041
3,773
20,118
Denial of Receipt
15,140
1,824
258,527
Redirection Centre Failure
14,265
1,433
22,398
Unconfirmed Delay/Loss
11,337
1,071
52,097
P739 Failure
10,257
788
5,408
Keepsafe Failure
9,277
7,078
53,344
Surcharges/Customs 7,347
4,287
28,792
Proof of Delivery Failure
6,912
3,437
41,681
Time Of Delivery
6,892
159
1,972
Discourtesy 6,143
179
2,516
Business Collections
5,977
398
8,277
Property Damage
5,311
2,575
211,278
Theft/Violated/Wilful
Delay/Recovered Mail
4,467
999
461,084
PO Box Failure
3,333
196
8,358
Posting Boxes
3,269
44
343
Driving/Accidents 3,253
66
8,777
Substantial Delay
3,217
2,262
92,907
Redirection Dispute
2,139
108
2,084
Customer Service
1,465
403
17,512
Keepsafe Centre Failure
1,383
519
3,563
Delivery USO Failure
1,312
8
154
Delay in Return to Sender
551
102
798
Office Closure
368
7
44

Annex A
Type Of Complaint
No. of
Number Recompens
Complaints
Paid
e
Fraudulent Redirections
362
10
370
Access 319
6
25
Postmark Errors
220
8
291
International Advice Of
Delivery Failure
169
46
791
Appearance 137
1
5
Industrial Action
63
3
10,223
Collection USO Failure
59
1
9
Disability Discrimination Act
37
1
4
International Substantial Delay
15
2
11
Other Delivery Failure
12
5
76
Quality Of Service
11
1
10
Disputed Ownership Of Packets
5
1
5
TOTAL 1,417,494
489,780
13,623,473

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