Policy & Research

Post and Communications

Current Work

Post

Consumer Focus Scotland has carried out work on a wide range of issues affecting post office customers and mail service users in Scotland.  This includes:
  • A survey of more than 1,000 consumers across Scotland, gathering their views on key mail and post office issues.
  • Research into parcel deliveries in rural areas, looking at innovative delivery methods and the relationship between parcel deliveries and online retailing.
  • A study looking at the potential for the delivery of more local government services through the post office network.
  • Campaigning for a post office diversification fund to be established in Scotland.
  •  Research on the impact of the Network Change Programme in Argyll and Bute.
  • A study analysing consumers’ views and experiences of call management systems in Royal Mail Delivery Offices.
We also play a monitoring role in relation to postal services and work with our colleagues across the UK to ensure that Scottish consumers receive a high standard of service. For example, we are working with colleagues from across the UK on issues such as the Postal Services Bill and the impact it will have for consumers; the pros and cons for consumers of the new Post Office Locals model; the potential for the delivery of more banking and financial services through the post office; and on research into what consumers’ want and need from the universal postal service. Further information about key postal service issues is provided on our central, UK-wide website, and the following links will transfer you to there:
 

Communications

Our work on communications has a particular focus on the needs of disadvantaged consumers, especially those in remote rural and island areas for whom effective communications can be a lifeline service. We keep a watching brief on how consumers can access the services that they need and want. We look at the extent of the choice that is available, and we look to see if consumers’ have the information they need, presented in a way that enables them to make clear, informed decisions.

We carry out our work in this area through a number of different routes: 

  • We are represented on various strategic groups, including the Scottish Parliament Cross-Party Group on Digital Participation and the Digital TV Switchover Scottish Stakeholder Group.
  • We work with industry bodies; the Scottish Government; the Scotland Office; Ofcom; consumer bodies and other stakeholders to ensure that the consumer perspective is highlighted in their policy and decision-making.
  • We work in partnership with our Consumer Focus colleagues throughout the UK and others to tackle cross-border issues and those that are reserved to the UK Parliament.
We are currently developing an strategic policy paper on the needs of digital consumers in Scotland.  This paper, which will be published in spring 2011, sets out the key challenges facing consumers in relation to the digital infrastructure, digital participation, and representation and redress.  It will provide a broad set of recommendations for politicians and policymakers.

 

The digital switchover is an issue that is currently of significant interest to consumers in Scotland. Working in partnership with Digital UK; Switchover Help Scheme and Digital Outreach Ltd we have produced a new resource for support organisations, helping them to support their clients to make the switch to digital TV. Copies of this resource are available from the Switchover Help Scheme and Digital Outreach, or can be downloaded here.