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Our service standards and delivery aims

Customer Charter

Guernsey Post delivers to over 27,000 addresses across the Bailiwick, six days a week. In a year we handle over 70 million items of post.

Guernsey Post is a commercial utility wholly owned by the States of Guernsey and regulated by the Guernsey Office of Utility Regulation. We are committed to continual improvement in service delivery and customer relations in our core business, namely the provision of a secure, reliable and efficient postal service.

Guernsey Post’s Customer Charter makes a major commitment to the residents and businesses of the Islands against the background of our continuing drive to improve our service and to develop closer relationships with all our customers. This Charter sets out the standards that Guernsey Post’s customers can expect, explains how you can obtain information and what to do if standards are not met. Additionally it explains what services we offer and how you can help us to serve you better.

In summary, we undertake to: 

• Make posting facilities easily accessible and appropriate to the community need.
• Make letter deliveries to each local address six days a week, with the exception of Bank Holidays.
• Collect and despatch mail from all posting facilities six days a week.
• Publish clear and current information on competitively priced, secure and reliable services that include a range of economy and time specific choices for domestic, UK, European and International destinations.
• Report on our performance, against the standards set by the Office of Utility Regulation every six months on our website.
• Provide our Customer Service contact details in all communications throughout our retail outlets and on roadside pillar boxes.
• Provide a professional, courteous and considerate service at all times.
• Monitor customer satisfaction with our services and seek improvements in all areas to best achieve your needs.
• Respond swiftly and efficiently to customer enquiries and complaints.
• Exercise the utmost integrity in providing services, not disclosing any information about a customer without consent, except as permitted by Law.
  

Products and pricing

We endeavour to offer a comprehensive range of products to satisfy demands for economy and time specific postal and associated services.

Clear service and product conditions, prices and standards are published and are available throughout our retail outlets and are published on our website.

Where we are an agent for a service, such as FedEx, the terms and conditions of that service are available for you, should you require them, at the time of transaction.

Before we make changes in our prices, services or compensation in areas which fall within the terms of our postal operator’s licence, we will consult with the Regulator who is there to ensure that best interests are achieved for the Islands.
Price changes will be announced through the media, published at retail branches, and on this website.

Postal services

Our retail team will advise you on the wide range of postal and associated services available from Guernsey Post branches. These currently include standard, recorded and priority mail services internationally, parcel services, philately, bill payments, Moneygram and cash2account. More details are available on this website, or from Customer Services on 711720.

We also endeavour to maintain easy access to stamps outside our own retail branches. There are currently over one hundred supermarkets, garages, stationers and local stores that stock booklets of stamps for local and UK addresses.

However, every Guernsey resident should have a Guernsey Post retail branch within a two mile radius of their home. Hours of opening are clearly displayed at each premise, are published on our website and in our Guide to Services.

All branches are closed on Sundays and Public Holidays.

Posting facilities

Pillar boxes are provided at locations appropriate to the community need and usage. Their collection times are clearly displayed together with our Customer Service contact details.

We make a commitment to collect and despatch mail from all posting facilities six days a week and offer a same working day local delivery. We record the collection of mail from pillar boxes daily so that performance can be monitored.

Public and Bank Holiday arrangements are published at retail branches and in the Guernsey Press.

Guaranteed and Priority Services are available at all of our retail branches and should not be posted in pillar boxes.

Sometimes usage of a roadside pillar box may fall away and it then becomes necessary to balance the costs of clearing and maintaining the box against the reduced customer convenience. In these cases a box may be removed.
Developers of new properties may apply to us for a new pillar box.

Deliveries

We make letter deliveries to each local address six days a week, with the exception of Bank Holidays. The delivery rounds start from about 9am and should be completed by about 1pm, depending on the volume of mail and other operating issues.

We ask that our customers provide and maintain a suitable and secure letterbox, that is accessible to delivery staff, and that delivery to the property is safe. Details of preferred mailbox sizes are available to download here and from Customer Services on 711720.

If you receive mail not addressed for you, we would like to know about it. Please contact Customer Services on 711720 and our team will record the details in order that we can monitor and improve the service you receive.

Undeliverable mail policy

Where we are unsuccessful in delivering an item of mail, for example where the item is marked “unknown at this address”, we scrutinise the address and attempt a second alternative delivery if appropriate. Otherwise we follow procedures, depending on the item type, origination and service used as stated in our Guide to Services and on this  website.

Where we are an agent for the service used, such as FedEx, that operator’s terms and conditions apply.

Measurement and reporting

Actively listening to customers is very important to us.

We monitor customer feedback, measure customer satisfaction and are flexible in seeking constant improvement to services or procedures where needed.

In particular:

• We regularly monitor the quality and reliability of our service.
• We use an independent research company to measure the delivery performance of inward and outward letter mail between the islands, Jersey and the UK.
• We undertake an annual Bailiwick-wide business survey.
• We consult with Postwatch Guernsey.
• We have established the Alderney Post Partnership Board.
• We monitor our performance against the published regulatory standards and publish the results every six months on our website and through the retail network.

Quality of Service

From 1st October 2003 quality of service targets formed part of the Guernsey Post postal operator’s licence and we report regularly against its targets to our regulator. We also publish them at six month intervals. We submit to the Regulator an annual return for the previous 12 months. Our measurement systems are also subject to independent audits from time to time by the Regulator. This report is available to view on this website or from Customer Services on 711720.

Enquiries or complaints

To make an enquiry or complaint please click here.

For information on how to deal with unresolved complaints please click here.

Lost or damaged items

For information on how to deal with lost or damaged items please click here.
For a full copy of our Customer Charter please click here.