The Report on the test of quality of universal postal services with regard to timely delivery of postal items as well as on the number and category of costumer complaints and the way they were handled.
The President of UKE, acting in compliance with the obligation under the Polish Postal Act, carried out in 2010 the test of quality of universal postal services provided by the postal public operator (the Poczta Polska S.A. Company) with regard to:
The aim of the above mentioned test of quality was to establish whether the Poczta Polska S.A. Company met legal standards with regard to timely delivery of postal items performed within the obligation to provide postal universal services.
The results of the test showed that in 2010 only the standard of timely delivery of economic postal parcels was met. The standard was not met in other cases, i.e. non-registered letters (priority letters and economic letters) as well as priority postal parcels.
The President of UKE is also obliged to monitor the number of customer complaints, their causes and the way they were handled, taking into account the distinction between postal universal services and other services. Relevant information can be found in the chapter 2 of the Report.
It shows that 216 013 complaints regarding universal postal services were filed in the year 2010, while 3 177 were found inadmissible on formal grounds. From among all admitted complaints up to 78,4% were dismissed.
In 2010 the Poczta Polska S.A. Company admitted also 17 713 complaints regarding contractual postal services (i.e. postal parcels PLUS, cash-on-delivery items, items sent on specific terms, postal telegrams, currier services POCZTEX, electronic postal items, non-addressed items). Additional 504 complaints were received, but these complaints were found inadmissible on formal grounds. From among all admitted complaints 70,1% were dismissed.
The number of dismissed complaints increases each year. It is also alarming that in the consecutive years the standard of timely delivery of postal items is even less respected. Under the current legal framework the President of UKE has no tools which would enable the Regulator to penalize the public operator in case it does not meet standards in force. The demands of the Regulator for extending the remits of the President of UKE in this respect have not been reflected in the legal framework so far. Currently works are ongoing on the new Postal Act whereby the Directive 2008/6/EC of the European Parliament and of the Council of 20 February 2008 amending Directive 97/67/EC with regard to the full accomplishment of the internal market of Community postal services is to be transposed into national framework. On this occasion the President of UKE several times proposed draft pro-consumer provisions including on the financial penalties for not respecting legal standards of timely delivery as far as universal postal services are concerned, on indemnity for late delivery of non-registered letters as well as unification of complaint-related procedures for all postal operators. These proposals are based directly on the experience of the Polish Regulatory Authority for postal market resulting from received complaints and information from the market, concerning among other things a huge amount of complaints which are dismissed by the public operator.