Trends in the Postal Services Market

Expansion and competition in the postal sector has brought many benefits for consumers, but there are still improvements to be made. This report [ 2.8 mb] brings together our recent work, highlighting our current priorities and recommendations for market improvements.

The postal sector has been changing rapidly since the growth of e-commerce with more consumers buying online. This is happening at the same time as pressure is being placed on the Universal Service Provider by the continuing decline of letter volumes.

Against this backdrop we are working to ensure that consumers have accurate and correct information about delivery services, including their rights to redress; that, in the parcels sector, the pressure of increasing delivery numbers does not mean a reduction in service quality; and that the needs of vulnerable, especially disabled, consumers are met.