Royal Mail’s service has been described as “appalling” after a suspected 16mln people faced postal delays last month, with calls for the industry regulator to intervene.
One in three people said Royal Mail, which is owned by International Distributions Services PLC (LSE:IDS), had failed to deliver their letters on time in response to a survey by charity Citizens Advice.
A Royal Mail spokesperson said the last year had been “one of the most challenging” in the company’s history, saying the quality of service had been "materially impacted by the long-running industrial dispute" and "compounded in some areas by high levels of staff absences".
The Communication Workers Union (CWU), the main union representing the company's workers, said: “There has not been a day of strike action for almost seven months now. For Royal Mail to still be using this is a reason for quality failures is frankly embarrassing.
“In addition, the company points to high sick absence, once again without any self-reflection. The treatment of frontline workers has been appalling and has led to record amounts of postal workers leaving the industry and a crisis of morale.
“The culture of imposition and fear sees workplaces across the UK stripped to the bone and incapable of fulfilling anywhere near the service the public deserve."
Our survey says
Around 4,000 adults were surveyed by Citizens Advice, which if extrapolating the responses would suggest some 15.7mln people would have suffered if the results were replicated across the UK.
Some 15% of respondents claimed they had faced serious negative consequences as a result of the delays, while 22% said their parcel deliveries had been affected.
Citizens Advice argued regulator Ofcom could no longer take a business-as-usual approach in its multi-year review of Royal Mail, which has previously been accused of prioritising parcel deliveries over letters.
"Royal Mail's delays are still at appalling levels and it's consumers who are being saddled with the consequences,” the charity’s chief executive Clare Moriarty said. “Ofcom must now do a full root-and-branch investigation into mail delays."
The spokesman for the FTSE 250-listed company said improving the quality of its service "is a top priority and an improvement plan is already under way," in the wake of owner IDS reporting losses over the £1bn mark last year.
Ofcom commented it took delays “seriously” meanwhile, warning a financial penalty could be imposed if Royal Mail is found to have not met its universal service obligation.
After the recent resignation of IDS chief executive Simon Thompson, the CWU spokesperson said the appointment of a new CEO is "the most crucial in Royal Mail’s history".
“It must be someone with a completely different vision. They must also be willing to work with the union and end the failed command and control culture - or the company will not survive.”