UKE inspects Poczta Polska SA - UKE

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UKE inspects Poczta Polska SA

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2014-04-17
LOGO UKE
In 2013, the President of UKE conducted an inspection of Poczta Polska SA - the designated operator. We are publishing the results of an inspection of compliance with the criterion of postal points of contact adaptation to serve disabled users as well as the procedure and manner of dealing with complaints about universal postal services.

 



An important element in ensuring protection of postal services users' rights is promoting fair market competition by the President of UKE through appropriate and transparent application of regulation. In this area, a permanent task of the President of UKE includes carrying out inspections of undertakings operating in the postal market consisting in:
  • finding that the postal activity is conducted in conformity with the provisions of the Act,
  • detection of postal activities carried out without the required authorisations (entry in the register of postal operators).
In accordance with the applicable provisions of law, the President of UKE as a supervisory authority in the postal market is entitled to conduct the evaluation of end-to-end delivery time of postal items in a given year with respect to universal postal services in domestic traffic in order to monitor the quality of such services and to exert influence on the public operator to improve this quality (e.g. by means of publishing the results).

The inspection of Poczta Polska SA covered, among others:
  • the level of postal points of contact adaptation to the provision of services to people with disabilities,
  • procedure and manner of dealing with complaints about universal postal services,
  • the postal items end-to-end delivery time in domestic traffic,
The evaluation results of end-to-end delivery time for unrecorded letter items and postal parcels available after analysis and verification, i.e. after 15 April 2014.

Adaptation of postal points of contact to serve disabled users

In accordance with Article 62 of the Postal Act, the operator providing universal postal services should provide access to provided universal postal services for disabled users. Such access should be provided primarily by means of appropriate organization of postal points of contact operation allowing people in wheelchairs to use the services provided by those points of contact as well as by installation of letter boxes intended for the reception of postal items at the height enabling convenient deposit of correspondence. In addition, postal points of contact with their delivery service should deliver postal items to people with disabilities and handle services for the disabled at their place of residence, as well as to keep the necessary documentation for this purpose.

In September 2013, the employees of UKE regional offices conducted inspections in 481 postal points of contact, which accounted for approximately 5.7% of the total number of postal points of contact owned by Poczta Polska (according to the data provided by the operator as of 31 December 2012, there were 8,459 points of contact operating in the country, including 4,060 in urban areas and 4,399 in rural areas).

In urban areas 311 postal points of contact were inspected, i.e. approximately 7.7% of all urban points of contact, while in rural areas 170 points of contact were inspected, which made some 3.9% of all rural points of contact. The inspection conducted revealed that part of the inspected postal points of contact did not meet in full the criteria set out by law.

The obligation in respect of the disabled persons which was fulfilled best in the inspected points of contact of Poczta Polska, was access to letter boxes intended for the reception of postal items. This criterion was met in 97.3% of inspected postal points of contact (95.3% for rural and 98.4% for urban points of contact). The second facility most frequently offered at the postal points of contact (in 96.3% of inspected points of contact) was correct marking of a counter window for disabled users, i.e. marking it with a special pictogram. The third element in the sequence that met the requirement of adapting to the needs of people with disabilities was correct location of a counter window (94.2% of inspected postal points of contact).

A frequently found problem was ensuring the possibility of unassisted entry to the inspected points of contact for people in wheelchairs. 276 points of contact were adapted in that regard, which accounted for 57.4% of the inspected points of contact in 2013 (of which urban points of contact were adapted in approximately 65.3% (203 points of contact), and rural points of contact in about 42.9% (73 points of contact).

During the inspection, UKE staff also checked whether upon entrance to the postal point of contact (without the possibility of unassisted entry by people in wheelchairs) it was possible to use a device to call the staff at that postal point of contact. The only observed device commonly used in the points of contact of Poczta Polska is an electric bell (in some cases a wireless one).

Accordingly, the inspectors examined the efficiency of these devices in the inspected points of contact and the response time of employees at a given postal point of contact. Out of all inspected postal points of contact - 96 urban and 87 rural points of contact had an operational bell allowing disabled users to effectively call an employee of that point of contact. This means that in 299 urban points of contact (which makes approximately 96% of the inspected urban points of contact) and 160 rural points of contact (representing nearly 94% of the inspected rural points of contact) people with disabilities were able to use postal services provided by Poczta Polska.

Table: Facilities in the inspected postal points of contact in the period of 2003-2013 (urban areas - data in %)


Urban

2003

2004

2005

2006

2007

2008

2009

2010

2011

2012

2013

Possibility of unassisted entry

46

25

51

38

57

52

61

64

27

62

65

Marking of a counter window

46

33

73

78

82

87

85

82

98

94

97

Location of a counter window

78

42

85

82

95

88

92

86

95

91

95

Access to a letter box

75

45

80

84

89

86

85

94

89

95

98

Maintenance of a register

37

22

42

68

64

44

50

62

51

50

44

Collection of items

61

27

45

74

70

49

54

58

50

51

48


Table: Facilities in the inspected postal points of contact in the period of 2003-2013 (rural areas - data in %)


Rural

2003

2004

2005

2006

2007

2008

2009

2010

2011

2012

2013

Possibility of unassisted entry

24

14

32

18

37

34

38

31

27

48

43

Marking of a counter window

30

24

55

76

74

80

79

78

86

92

95

Location of a counter window

60

38

76

77

86

79

91

86

89

89

94

Access to a letter box

63

38

75

77

76

80

84

84

82

94

95

Maintenance of a register

43

20

34

71

56

57

53

55

53

53

49

Collection of items

75

28

39

74

69

59

55

63

57

57

45


The data for 2013 referring to the inspected postal points of contact confirm again that adaptation of urban and rural postal points of contact was similar, while the inspected rural postal points of contact were slightly better adapted as regards one particular facility consisting in the maintenance of a relevant register of people with disabilities. The greatest difference in adaptation, in favour of urban postal points of contact, was found with respect to the possibility of unassisted entry to the postal point of contact by people in wheelchairs, as out of 311 randomly chosen urban points of contact unassisted entry in a wheelchair was possible for 203 points of contact (i.e. for approximately 65.3% of the inspected postal points of contact), while out of 170 randomly chosen rural points of contact such entry was possible in case of 73 points of contact (i.e. for approximately 42.9% of the inspected points of contact).

Procedure and manner of dealing with complaints about universal postal services

In 2013, an inspection was conducted in the units of Poczta Polska SA responsible for dealing with complaints in the first instance (Sections for postal services complaints / Financial Operations Centre). During the inspection a total of 750 complaints about recorded items in domestic traffic were checked.

The most common reason for complaints chosen randomly for the examination was the loss of postal items or delays exceeding 14 days (494 complaints). The second most important cause of complaints (133 complaints) included such cases as violation of the secrecy of correspondence, no arrival note, no acknowledgement of receipt, etc. Most complaints were classified as not approved (420, which is 56% of all inspected complaints). Similar exercises carried out in previous years indicate that the number of unapproved complaints (rejected, not subject to any further examination) was also the highest, however over the last couple of years it remained at a higher level, i.e. about 70%. This means a noticeable improvement in this parameter, however its value still remains at a very high level.


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    INTRODUCTION
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