Our Service Standards and Delivery Aims
Guernsey Post delivers to over 31,000 addresses across the Bailiwick, five days a week. Each 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 Competition & Regulatory Authority (GCRA). We are committed to the 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 needs.
- Make letter deliveries to each local address five days a week, except for Bank Holidays.
- Collect post from all posting facilities five days a week and despatch it, except for Bank Holidays.
- Make parcel deliveries for all guaranteed items on Saturdays.
- Collect post from all posting facilities five days a week Monday - Friday
- 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 GCRA.
- Provide Customer Service contact details in all communications throughout our retail branches and on roadside posting 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 our services, by not disclosing any information about our customers without their consent, except as permitted by law.
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 branches and are published on our web site.
Where acting as 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 to ensure that the community's best interests are met.
Price changes will be announced through the media, published at retail branches, and on our website.
Our retail staff 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, Easy Pay bill payments, Moneygram, cash2account and foreign currency exchange. More details are available on our website, or from Customer Services on telephone 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.
All Guernsey residents should have a Guernsey Post retail branch within a two-mile radius of their home. Branch opening hours are clearly displayed at each of our premises, and are published on our website and in our Service Guides.
All branches are closed on Sundays and Public Holidays.
Roadside posting 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 dispatch mail from all posting facilities five days a week and offer a same working day local delivery. We record the collection of mail from post 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 the use of a roadside posting box may decline 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.
We make letter deliveries to each local address five days a week, except for Bank Holidays. Our delivery rounds begin at about 9am and should be completed by 2.30pm, depending on post volumes and other operating issues. We also make parcel deliveries on Saturdays for guaranteed items.
We ask our customers to provide and maintain a suitable and secure letterbox, fully accessible to delivery staff and to ensure that delivery to their property is safe. Details of preferred postbox sizes are available on our website and from Customer Services.
If you receive post not addressed to you, we would like to know about it. Please call Customer Services so our team can record the details and take action to improve our service.
Actively listening to customers is very important to us.
We monitor customer feedback and satisfaction and we are highly flexible in the way we seek to improve our services and procedures.
- 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 post between our Bailiwick, Jersey and the UK.
- We consult closely with Postwatch Alderney.
Our Customer Services department is open from 8.30am to 5.00pm, Monday to Friday and Saturday morning from 8.30am to 12 noon. Our Customer Service team is trained to assist you and can advise on our full range of products and services including their acceptance criteria and service standards.
Enquiries can be made, by either the sender or the addressee, in writing by post or fax, by telephone, by e-mail or by completing an enquiry form available throughout the retail network and on our website. Customer Service staff can also be consulted in person at Envoy House.
All calls made to our main telephone number (Switchboard 01481 726241) and Customer Services (01481 711720) are recorded for the purposes of training, security and customer satisfaction. Recordings are protected by The Data Protection (Bailiwick of Guernsey) Law 2017.
The caller may request a copy of a recording by writing to:
The Data Protection Officer
Guernsey Post Ltd
St Peter Port
If you have a complaint about our service we wish to know about it. We view complaint resolution as an important part of our continuous improvement process. We monitor and report on the handling of all complaints and compensation claims received.
When a complaint remains unresolved, either because you are dissatisfied with the outcome, or the target time for resolution has been exceeded, you can choose to take the matter further.
To do so, an approach should be made to the Department of Commerce and Employment Trading Standards Service (contact details below). Trading Standards will act as an impartial body and will attempt to find a fair outcome for all parties if it identifies that we have not adequately resolved the matter. If Trading Standards believes we have acted reasonably you will be informed of this.
If the complaint still remains unresolved you can ask that the matter is referred to the Guernsey Competition & Regulatory Authority (GCRA), which, in turn, will receive a report from the Trading Standards Service. Both you and Guernsey Post will receive copies of the report. GCRA will progress the complaint in whatever manner it considers appropriate. Trading Standardswill periodically report to GCRA to provide details of complaints it has received under this procedure.
Nothing within this scheme or process is intended to prevent you as a customer from seeking resolution through the courts.
Fair Trading Officer
Trading Standards Service
PO Box 459
Telephone: 01481 234567
Fax: 01481 235015
Email: [email protected]
If you have used one of our services and are dissatisfied because of loss or damage, or a
time/day-definite service has failed, we can offer you compensation as appropriate
and as published in our service guides and on our website. Please contact our
Customer Service team or fill out an enquiry form at any of our retail branches.
Your comments on this charter are most welcome. Please direct any feedback to the Customer Services Supervisor at:[email protected]
Guernsey Post Ltd
Or use our Online Enquiry Form.
For the purposes of these Terms and Conditions, the following terms shall have the following meanings:
"Confidential Information" means all information of a confidential or proprietary nature (howsoever recorded or obtained) relating to the products, processes, potential or actual customers, suppliers or business of either party.
"Customer Charter" means the Customer Charter published by Us from time to time.
"Main Place of Business" means Envoy House, La Vrangue, St Peter Port, Guernsey, GY1 1AA.
"Price List" means any price list published by Us from time to time stating the charges payable by You to Us for the provision by Us of the Services.
"Services" means any service to be provided by Us pursuant to these Terms and Conditions or any applicable Services Terms and Conditions.
"Authorised Person" means a person engaged in the business of a postal operator, a police officer or a States Revenue Officer.
"Services Terms and Conditions" means any other Terms and Conditions governing additional terms and conditions applicable to the provision of Services by Us to You.
"Package" means a document, letter or package within the scope of Our services.
"You" and "Your" means the customer agreeing to these Terms and Conditions.
"We", "Us" or "Our" means Guernsey Post Limited.
2.1 We shall provide the Services to You in accordance with these Terms and Conditions, the Customer Charter and any applicable Services Terms and Conditions.
2.2 Where required by relevant legislation we reserve the right to pass confidential information on to the appropriate authorities.
3. Dangerous Goods
3.1 You accept that for legal and safety reasons not to convey any of the items listed at Annex 1, and acknowledge that We may return any of the items to the sender, or dispose of them. Contravention of the restrictions detailed at Annex 1 may result in the sender may be prosecuted. It is forbidden to send prohibited items through the international postal service. Prohibitions and restrictions vary from country to country and can sometimes apply to valuable items as well as other apparently ordinary items.
3.2 You shall not send, attempt to send or procure to be sent a postal packet which,
3.2.1 Unless permitted by a postal operator, encloses a dangerous or noxious article or living creature
3.2.2 Encloses any indecent, menacing or threatening item or written communication
3.2.3 Has on the cover thereof any words, marks or designs which are menacing, threatening, grossly offensive or of an indecent nature.
3.3 If you act in contravention of subsection 3.2 you shall be guilty of an offence and liable upon summary conviction to imprisonment for a period not exceeding three months, or to a fine not exceeding level 4 on the uniform scale, or to both.
3.4 You shall not be exempted from proceedings under this section if a postal packet to which this section applies is detained by or under the authority of an authorised person pursuant to section 3 and not delivered in due course of post.
4. Postal Packets sent in contravention of section 3
4.1 An authorised person, who has reasonable cause to suspect that a postal packet has been posted or is being sent in contravention of any provision of section 3, may detain and open that postal packet in a universal postal service post office so as to inspect its contents.
4.2 Where, following inspection in accordance with 4.1 an authorised person believes that a postal packet has been posted or sent in contravention of any provision of Section 3, that postal packet and its contents may be;
4.2.1 Retained by an authorised person for use as evidence in any criminal proceedings;
4.2.2 Returned by the postal operator to the sender of the postal packet (subject to the payment of any additional postage charges);
4.2.3 Forwarded by the postal operator to the destination marked on the postal packet (subject to the payment of any additional postage charges); or
4.2.4 Destroyed or otherwise disposed of as a postal operator may determine.
5.1 You agree to pay Us without demand all those charges as specified in Our Price List as and when such charges become payable by You to Us in accordance with the terms of these Terms and Conditions and any applicable Services Terms and Conditions.
5.2 We may from time to time require You to pay a deposit. If a deposit is required, We shall notify You of the amount and You shall pay us immediately. We may credit any such deposit against any charges due to Us or in discharge of any of Your liabilities to Us.
5.3 We may, before the provision of any Service, ask for You to pay us in advance in any amount which does not exceed the total amount to be paid by you for the Service.
6. Limitation of Liability
6.1 The limitations contained herein are subject to the terms of the Post Office (Bailiwick of Guernsey) Law, 2001.
6.2 You hereby indemnify Us, and will agree to keep Us indemnified from and against all costs (including the costs of enforcement), expenses, liabilities, injuries, damages, claims, demands, proceedings or legal costs (on a full indemnity basis) and judgments which We incur or suffer as a result of making any visit to Your premises for the purpose of undertaking the Services.
6.3 You hereby agree that Our liability to you in tort, contract or otherwise in relation to any Service provided under these Terms and Conditions or any Services Terms and Conditions is limited to the amount paid by You to Us in relation to the provision by Us to You of that Service in the twelve months preceding the date upon which any such liability arose.
6.4 We will not be liable for, nor shall any adjustment, refund or credit of any kind be made as a result of any loss, damage, delay, mis-delivery or mis-information including but not limited to any such loss, damage, delay, mis-delivery, non-delivery or mis-information caused or resulting from:
6.4.1 The act, default or omission of the Shipper, Consignee or any other party with an interest in the shipment;
6.4.2 The nature of the Shipment or any defect, characteristic or inherent vice thereof;
6.4.3 The violation of any of the terms and conditions including but not limited to, the incorrect declaration of the items, the improper or sufficient packing, securing, marking or addressing of Shipments.
6.4.4 Any events beyond our control including but not limited to perils of the air, public enemies, public authorities acting with apparent or actual authority, acts or omissions of Customs Officials, riots, strikes, or other local disputes, civil commotion, hazards incident to a state of war or weather conditions, or natural or local disruptions in air or ground transportation networks;
6.4.5 The acts or omissions of any person other than Us including compliance with verbal or written delivery instructions from the Shipper or the Consignee;
6.4.6 The loss of or damage to articles packed and sealed in Packages by the Shipper, provided that the seal is unbroken at the time of delivery and the Package retains its basic integrity;
6.4.7 Delays caused by Customs clearance procedures or those of other regulatory agencies;
6.4.8 Delays in delivery caused by adherence to Our policies regarding the payment of duties and taxes;
6.4.9 The inability of Us to provide a copy of the delivery record;
6.4.10 The erasure of data from magnetic tapes, files or other storage media;
6.4.11 Damage in transit or in handling of fluorescent tubes, neon lighting, neon signs, X-ray tubes, or other inherently fragile items.
7. Confidential Information
7.1 We undertake to:
7.1.1 keep confidential all Confidential Information;
7.1.2 not without Your prior written consent, disclose any Confidential Information in whole or in part to any other person, save to the extent that We are required to do so by law; and
7.1.3 use the Confidential Information solely in connection with the provision of the Services and not for Our own benefit or the benefit of any third party
7.2 The provisions of clause 5.1 shall not apply to the whole or any part of the Confidential Information to the extent that it is:
7.2.1 already properly and legally in Our possession on the date of its disclosure;
7.2.2 in the public domain other than as a result of a breach of this clause; or
7.2.3 independently developed by Us without reference to or use of the Confidential Information.
7.3 We undertake to make all Our employees, agents and sub contractors aware of the confidentiality of the Confidential Information and the provisions of this clause 5, and, without limitation to the foregoing, to take all such steps as shall from time to time be reasonably necessary to ensure compliance by Our employees, agents and sub-contractors with the provisions of this clause 5. We acknowledge that We are liable for the actions or inactions of all such employees, agents and sub-contractors.
7.4 You undertake to:
7.4.1 keep confidential all Confidential Information;
7.4.2 not without Our prior written consent, disclose any Confidential Information in whole or in part to any other person, save to the extent that You are required to do so by law; and
7.4.3 use the Confidential Information solely in connection with the provision of the Services and not for Your own benefit or the benefit of any third party
7.5 The provisions of clause 5.1 shall not apply to the whole or any part of the Confidential Information to the extent that it is:
7.2.1 already properly and legally in Your possession on the date of its disclosure;
7.2.2 in the public domain other than as a result of a breach of this clause; or
7.2.3 independently developed by You without reference to or use of the Confidential Information.
7.6 You undertake to make all Your employees, agents and sub contractors aware of the confidentiality of the Confidential Information and the provisions of this clause 5, and, without limitation to the foregoing, to take all such steps as shall from time to time be reasonably necessary to ensure compliance by Your employees, agents and sub-contractors with the provisions of this clause 5. You acknowledge that You are liable for the actions or inactions of all such employees, agents and sub-contractors.
8. Term and Termination
8.1 These Terms and Conditions and any applicable Services Terms and Conditions shall come into force immediately upon the provision of any Service by Us to You, and shall continue until such time as we no longer provide the Service to You.
8.2 In the event that at any time either party (the "defaulting party") commits a material breach of this Agreement, without prejudice to any other right or remedy the other party (the "non-defaulting party") may have in respect of such breach, the non-defaulting party may terminate this Agreement forthwith upon written notice to the defaulting party provided that, where such breach is capable of remedy, the non-defaulting party must first give the defaulting party written notice ("default notice") specifying the breach and stating that, if such breach is not remedied within the period stated in the default notice (being not less than 30 days), it may terminate this Agreement if at the expiry of the period provided for in the default notice the breach has not been remedied. For the purpose of this Clause 6.2 a breach shall be considered capable of remedy if the party in breach can comply with the provisions in question in all respects other than as to the time of performance (provided that time of performance is not of the essence).
8.3 Either party may terminate this Agreement forthwith by written notice to the other party at any time if the other party:
8.3.1 is in persistent default of any of the terms of these Terms and Conditions, where "persistent default" means any default, neglect or failure under the terms of these Terms and Conditions which has occurred more than twice in any period of 12 months and in respect of which a default notice has been served under clause 6.2.
8.3.2 shall go into liquidation, whether voluntary or otherwise (except a voluntary liquidation by a solvent company for the purpose of amalgamation or reconstruction);
8.3.3 shall make any arrangement with its creditors or any arrangement for the benefit of such creditors, including any preliminary vesting order or desastre?;
8.3.4 shall suffer distress or execution to be levied or threatened upon any of its property;
8.3.5 shall permit any judgment made against it to remain unsatisfied for more than 14 days; or
8.3.6 shall have a receiver, administrator or administrative receiver appointed by a court or any debenture holder over any of its assets.
9.1 Notices to be given in accordance with these Terms and Conditions must be in writing and sent as follows:
9.1.1 To Us at the address of Our Main Place of Business or any alternative address that We may notify you of.
9.1.2 To You at the address that You ask us to send bills.
9.2 Any notice sent by facsimile shall be deemed to have been received on the date it is recorded as having been sent and, if sent by post, to have been received two working days after despatch, and if delivered by hand, at the time of delivery, provided that, where, in the case of delivery by hand or transmission by facsimile such delivery or transmission occurs after 4pm on a customary business day, service will be deemed to occur at 9am on the next following customary business day.
9.3 Unless otherwise detailed within a product specification, all claims must be notified in writing to Us within 21 days after delivery of the Shipment, failing which no action for damages may be brought against Us. Receipt of the Shipment by the Consignees without written notice of damage on the delivery receipt is prima facie evidence that the Shipment was delivered in good condition. As a condition for Us to consider any claim for damage the Consignee must make the contents, original shipping cartons and packaging available for inspection by Us.
9.4 All claims for loss, non-delivery or mis-delivery must be received by Us within 90 days after the Shipment is accepted by Us.
9.5 Within 30 days after notification to Us of the claim, it must be documented by sending all relevant information about such claim to Us. We are not obligated to act on any claim until all transportation charges have been paid; the claim amount must not be deducted from such charges. The right to damages against Us shall be extinguished unless a legal action is brought within two (2) years from the date of delivery of the Shipment or the date the Shipment would have been delivered.
We may change the terms of these Terms and Conditions at any time. We will publish details of any change at our Main Place of Business at least, where practicable, 21 days before the change is to take effect.
11. Entire Agreement
11.1 These Terms and Conditions and any applicable Services Terms and Conditions constitute the entire agreement and understanding between You and Us in relation to the Services.
11.2 We have the right to transfer or assign all or any of our rights under these Terms and Conditions or any Services Terms and Conditions to any person upon providing you with seven days notice of any such transfer or assignment.
If any one or more of the provisions contained in these Terms and Conditions or any applicable Services Terms and Conditions shall for any reason be held to be invalid, illegal or unenforceable in any respect, then the remaining provisions of these Terms and Conditions and any applicable Services Terms and Conditions shall not be affected thereby and shall continue in full force and effect.
No failure or delay by Us to exercise any right, power or remedy will operate as a waiver of it nor will any partial exercise preclude any further exercise of the same, or of some other right, power or remedy.
14. No Agency
These Terms and Conditions shall not create or be deemed to create a joint venture, partnership, agency or other similar association between You and Us.
Copyright of all information supplied to You in connection with any Service shall remain ours or the copyright owners, and any such information shall not be copied, used or disclosed, other than for the purpose for which it was supplied, without Our prior written consent.
16. Use of Information
You hereby agree that We may use the information We have about You and Your use of any Service for the purpose of marketing our Services to You. We hereby agree that we will cease using any such information within 30 days of receipt of any written request from You.
17. Force Majeure
Any delay in or prevention from performing any obligation under these Terms and Conditions or any applicable Services Terms and Conditions that is beyond Our reasonable control shall not be deemed to be a default or breach of these Terms and Conditions or any applicable Services Terms and Conditions on Our part, and the performance of those obligations will be treated as suspended during the continuance of the cause of the non-performance or until these Terms and Conditions or any applicable Services Terms and Conditions expire by lapse of time.
18. Governing Law and Jurisdiction
The formation, existence, construction, performance, validity and all aspects whatsoever of these Terms and Conditions or any applicable Services Terms and Conditions will be governed by the law of the Island of Guernsey and You and We hereby agree to submit any such dispute to the exclusive jurisdiction of the Royal Court of Guernsey.
Under the Guernsey Post Licence 1 Oct 2003, the Quality of Service targets (and any associated product compensation and/ or discounts) are not applicable in the month of December.
Items that cannot be posted.
Although we try to carry most things, there are certain items we cannot accept for legal and safety reasons. We may return any of the following items to the sender, or dispose of them. In some cases, the sender may be prosecuted.
You may not send prohibited items through the international postal service. Prohibitions and restrictions vary from country to country and can sometimes apply to valuable items as well as other apparently ordinary items. Customer Services on 711720 can provide more advice. Some of the most common prohibited items are listed online.
Guernsey Post is a commercial utility wholly owned by the States of Guernsey and regulated by the Guernsey Competition & Regulatory Authority (GCRA). It is committed to continual improvement in service delivery and customer relations in its core business, namely the provision of a secure, reliable and efficient postal service.
Guernsey Post obtained its Licence from GCRA on 1st October 2001. Further details on the Postal Licence and legislation underpinning the relationship and activity of GCRA with Guernsey Post can be found at www.gcra.gg
Key areas of the model are outlined below:
- Universal Service Obligation
- Reserved Postal Services
- Customer Charter
- Quality of Service
2.0 Universal Service Obligation
The States of Guernsey resolved to give the following Direction to the Chief Executive of GCRA in accordance with section 3(1) of the Regulation of Utilities (Bailiwick of Guernsey) Law, 2001:
'The following Universal Service Obligation (USO) shall be provided by at least one Licensee throughout the Bailiwick of Guernsey at uniform and affordable prices, except in circumstances or geographical conditions that the Chief Executive of GCRA agrees are exceptional:
- One collection from access points on five days each week;
- One delivery of letter mail to the home or premises of every natural or legal person in the Bailiwick (or other appropriate installations if agreed by the Chief Executive of CICRA) on five days each week including all week days;
- Collections for all postal items up to a weight of 20kgs;
- Deliveries on a minimum of five working days for all postal items up to a weight of 20kgs;
- Services for registered and insured mail.
In providing these services, the Licensee shall ensure that the density of access points and contact points shall take account of the needs of users.
'Access points' shall include any post boxes or other facility provided by the Licensee for the purpose of receiving postal items for onward transmission in connection with the provision of this universal postal service.'
3.0 Reserved Postal Services
The Regulatory model in the Bailiwick requires that a legal monopoly be prescribed by the Chief Executive to fund this USO.
In September 2001, the States of Guernsey issued Directions to the Chief Executive regarding the scope of the USO (as detailed above) and directed that the reserved postal services be defined so as to ensure that the USO was met. In document OUR 01/17, the Chief Executive described the background to an Order made in October 2001 designating certain postal services as 'reserved postal services'.
The effect of the Order was to reserve the right to provide certain postal services to the first licensee in the postal sector in the Bailiwick, i.e. Guernsey Post Limited, to ensure that the USO could be met. The document also indicated that the Chief Executive expected to carry out more in-depth analysis of the postal market in Guernsey with a view to determining whether this designation should be amended in the future.
The Chief Executive may designate what services are defined as reserved postal services 1, but may only do so for two reasons:
- if he considers it is necessary to ensure the provision of the USO in the Bailiwick 2, or
- if it is necessary to comply with States Directions 3
Given the limited information available at that time on the Guernsey postal market, as well as having due regard to international practice, the reserved postal services were defined exclusively by value, as those postal services provided for a consideration of less than £1.35. A postal service being 'the service of conveying postal packets from one place to another, the incidental services of receiving, collecting and delivering such packets and any other service which relates to such services. A "postal packet" means a letter, parcel, packet or other article capable of transmission by post.
The price limit was arrived at by multiplying the standard tariff for letters to the UK (27p in 2001) by five, along the lines of the EU approach 4. The use of the standard UK tariff reflected the fact that a significant amount of the Bailiwick's mail is between the islands and the UK. It is understood that the Chief Executive did not wish to include a weight limit in the designation of the reserved services until further consideration could be given to the profile of Bailiwick postal service, particularly those services that were provided on the basis of volume rather than weight (flower boxes). 5
1 Section 9(1) of the Post Office (Bailiwick of Guernsey) Law, 2001
2 Section 9(2)(a) of the Post Office (Bailiwick of Guernsey) Law, 2001
3 Section 9(2)(b) of the Post Office (Bailiwick of Guernsey) Law, 2001
4 Directive 97/67/C of the European Parliament and of the Council of 15 December 1997 on the common rules for the development of the internal market of Community postal services and the improvement of quality of service.
5 Guernsey Post replaced the flower box tariff with a cost related weight tariff in 2004 in light of the significant cost base changes brought about by the new commercial contract required by Royal Mail to bring Guernsey Post into line with the arrangements that it had with other international postal operators.
4.0 Customer Charter
Guernsey Post's Customer Charter makes a major commitment to the residents and businesses of the Islands against the background of its continuing drive to improve its service and to develop closer relationships with all its customers. The Charter sets out the standards that Guernsey Post's customers can expect and explains how you can obtain information and what to do if standards are not met. Additionally it explains what services are available.
Guernsey Post is required through its Postal Licence (Condition 14.7) to report to GCRA on the quality of its products and services against its Customer Charter and these results are published in its annual report.
5.0 Quality of Service
As the sole provider of standard letter post services in the Bailiwick, Guernsey Post operates under a Postal Licence granted by the GCRA. The licence includes specific conditions relating to quality of service targets, which are described as follows: -
QoS 1 - Focuses on end to end delivery times and reliability of the mail from the customers' perspective with targets set using the J+n formula, (where J is the day of posting) measured using test mail. This measure is considered by Guernsey Post and GCRA to be the most significant and of greatest interest to the majority of Guernsey Post customers;
QoS 2 - Examines the efficiency of Guernsey Post in handling mail from the time that it comes within the company's control to the time that it leaves the company's control, with targets set using the D+n formula, measured using live mail. This measurement is considered important as it can be used to identify where any failures in quality of service are taking place within Guernsey Post's own network.
QoS 3 - This is a category comprising key customer facing functions, which can be monitored using individual Key Performance Indicators (KPIs).