Public Interest
The Royal Mail is regulated by Ofcom, while consumer interests are represented by Consumer Focus. The relationship between the two bodies' predecessors (Postcomm and Postwatch) was not always good, and in 2005, Postwatch took Postcomm to judicial review over its decision regarding rebates to late-paying customers.
The Government department responsible for the Royal Mail is the Department for Business, Innovation and Skills, however the public financial interest is managed by the Shareholder Executive.
Although now a private company, the Royal Mail enjoys special protection under Government legislation which severely limits consumer rights. Under the Postal Services Act 2000, the Royal Mail is under no contractual obligation to deliver most mail, including special delivery items. In addition, no court action can be taken against the Royal Mail more than 12 months after an item is posted.
Royal Mail has, in some quarters, a poor reputation for losing mail despite their claims that more than 99.93% of mail arrives safely and in 2006 was fined £11.7 million due to the amount of mail lost, stolen or damaged. According to Home Office figures from 2002 up to a million letters a week were lost or delivered to the wrong address.
The former Chief Executive of Royal Mail, Adam Crozier was quoted on various occasions as saying that "every single letter is important."
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