CONSUMER
CODE OF PRACTICE
Jersey Post Group is totally committed to delivering a
Our Customer Services team are here to help you with
quality service to our customers. We put the customer at
your enquiries and receive your feedback. Please contact
the heart of everything we do and view our customer’s
or visit us if you need any further advice, information or
feedback and suggestions as the basis for our continued
assistance
success and development.
Our normal business hours are 8.30am to 5pm, Monday
We are proud of our high quality standards and whilst
to Friday, excluding Wednesday 9.00am to 5pm and bank
every effort is made to safeguard your mail, occasionally
holidays.
items may be lost or damaged. If you have cause to
contact us with a complaint, or even some feedback on
our products and services, our Jersey Post Consumer
Code of Practice, outlines what you should do, what you
can expect from our Customer Service team, how we will
resolve it and what you can do if you are not satisfied with
our response.
t: 616616
e: [email protected]
www.jerseypost.com
Postal Headquarters, JERSEY, JE1 1AA
Jersey Post Group prides itself on its levels of
customer service and has set standards that it will
always strive to achieve when dealing with any
customer enquiries and complaints to ensure a
consistent first class service.
PAGE 01
Jersey Post
Consumer Code
Of Practice
Our aims
• to be trusted by our customers to provide accurate information and advice
• to be seen by our customers as a friendly and approachable organisation
• to be knowledgeable so that we are able to meet the needs of our customers effectively
• to be honest and reliable so that our customers can have confidence in our services
• to deal with all enquiries courteously and professionally
• to listen to our customers and be pro-active in identifying areas for our own improvement
What can our customers
expect from us?
• to ensure that all enquires and complaints are dealt with promptly, openly and fairly
• to consistently provide an excellent customer experience
• to keep our customers informed of the progress of their enquiry or complaint
• to always consider new ways of improving our customer service and to be receptive to
any feedback that may help us achieve this
• to provide our business customers with a Relationship Manager; all enquiries and
complaints can be directed through the Relationship Manager or Customer Services
Our guidelines
To ensure that we consistently deliver a first class level of customer service we have
developed the following guidelines:
WE DELIVER TO
44,425 HOMES
& BUSINESSES
FIVE DAYS
A WEEK
When a customer telephones us we will:
• aim to answer all telephone calls within 20 seconds
• inform our customers of where their call has reached and the name of the person
handling their call
• ensure our staff take ownership of all calls and, where possible, resolve the enquiry at first
point of contact
PAGE 02
When a customer writes to us we will:
Jersey Post
Consumer Code
Of Practice
• acknowledge receipt of the customer’s correspondence in writing within 2 working days
• contact our customer directly by telephone to seek any further information that is needed
to assist with the enquiry or complaint
When a customer deals with us in person we will:
• ensure that all customers have the facility to discuss any enquiries on a one to one basis
during Customer Services’ normal working hours
• make sure that there is a suitable area available where customers can discuss matters
discreetly if requested
• be certain that all our staff are wearing the correct identification at all times
When a customer e-mails us we will:
• acknowledge receipt of the customer’s correspondence by email within 2 working days
• contact our customer directly by email to seek any further information that is needed to
assist with the enquiry or complaint
In all cases we will:
• aim to resolve all cases as stated in the timescales outlined and in all cases ensure that
every effort is made to deal with enquiries as quickly and effectively as possible
• ensure that all details have been documented correctly on our Customer Relationship
Management system (CRM)
• establish that there is a clear understanding on the part of our staff, of the reason for the
enquiry or complaint and what action is required
• ensure that the customer is clear on what action we will be taking and what they can
expect
• clarify with the customer any actions that they should take
• establish when further enquiries with other parts of Jersey Post Group are required, then
make any necessary calls to internal departments on the customer’s behalf to complete
the initial enquiry or complaint
• where a wider enquiry is needed, involving other postal authorities the relevant forms
will be sent to the customer for completion and customer Services will undertake all
communications with those postal authorities on behalf of the customer
Timeframe for complaint and enquiry resolution
All enquiries and complaints will be treated as time critical and the overriding principle is to
resolve them to our customers’ satisfaction as soon as possible.
Some enquiries and complaints will require contact with Royal Mail and other overseas
postal administrations. Investigations of enquiries and complaints which are outside
the direct control of Jersey Post Group will take longer. Therefore complaints have been
categorised with each having a target completion date.
The targets are set out below; these are consistent and measured against EU and
WE HANDLE
MORE THAN
2 MILLION
ITEMS OF
MAIL EVERY
MONTH
International best practice standards:
• resolve all local claims within 10 days
• resolve all domestic claims within 30 days
• resolve all International claims within 90 days
• payment of compensation claims within 10 days of case resolution
PAGE 03
Recording of Enquiries and Complaints
Jersey Post
Consumer Code
Of Practice
All enquiries and complaints are recorded on our CRM system operated by the Customer
Service Advisors. The current system is specifically designed to capture and manage
processes for our customer enquiries and complaints.
All relevant information is stored electronically which allows for rapid access and the
management of data for audit purposes as well as identifying areas for improvement in our
processes. When an enquiry or complaint is entered, the system automatically defaults a
target completion date in line with those detailed earlier.
The system also has the capability to produce reports according to type of enquiry or
complaint, status and result. These are regularly reviewed as part of our commitment to
continual improvement. For Regulatory purposes, all CRM records are archived for audit;
hardcopy paperwork is archived after 3 months of case resolution and is destroyed after a
further 12 months.
Postal Compensation Scheme
Jersey Post is totally committed to delivering a quality service to our customers.
We put the customer at the core of all we do and view our customer’s satisfaction as the
basis for Jersey Post’s continued success and development.
We are proud of our high quality standards and whilst every effort is always made to
safeguard your mail, occasionally items may be lost or damaged. If you wish to make a claim
the Jersey Post Compensation Scheme details what you should do.
How do I claim?
In all cases a Jersey Post Group Claim Form will need to be completed. These are available
from jerseypost.com, on request by contacting our Customer Services Department, or at any
of our retail counters. To action the claim the following supporting documentation will be
required:
• A receipt for the postage paid
• Proof of the value of the goods (where applicable)
When completing a claim form in the event of loss* or damage**, you will be required to
provide the following information:
• Who sent the item?
• Who was the item addressed to?
• What were the contents of the item?
• An indication as to the size, shape and wrapping of the item?
WE CYCLE
OVER 64,500
MILES
EVERY YEAR
• Where it was posted?
• When it was posted?
• How much did it cost?*
• The service that was used?
• What was the reference number if sent by Signed for, International Signed for or Special
Delivery?*
PAGE 04
What can I claim for?
Jersey Post
Consumer Code
Of Practice
Jersey Post will only compensate for damaged or lost mail but, unless the specific service
terms provide for it, not for delayed mail. Therefore claims for compensation will be
investigated in accordance with the following timeframes:
• For local to local, local to UK and other Channel Islands: not less than 15 working days but
not more than 3 months from the date of posting
• For International: not less than 25 working days but not more than 3 calendar months
from the date of posting.
LEVELS OF COMPENSATION
01
All Letter services from Jersey, including local, UK and International
Signed For
Articles for the Blind
Compensation up to the value of the contents subject to the following:
• Minimum compensation: 10 times the cost of a local to local stamp. Where minimum
compensation is paid, it will be paid by issuing local to local stamps.
• Maximum compensation: £50 + postage
02
International Signed For
Compensation up to the value of the contents subject to the following:
• Minimum compensation: value of the postage payable
• Maximum compensation: to the level of compensation cover acquired as part of the
service plus, for damaged items only, the value of the postage payable.
03
Special Delivery Next Day
Compensation up to the value of the contents subject to the following:
• Minimum compensation: value of the postage payable
• Maximum compensation: to the level of compensation cover acquired as part of the
service.
04
Standard Parcels
International Standard Parcels
Compensation up to the value of the contents subject to the following:
WE PROCESS
MORE THAN
3.5 MILLION
LETTERS AND
PARCELS IN
DECEMBER
ALONE
• Minimum compensation: value of postage payable.
• Maximum compensation: £150
05
International Economy Parcels
• No compensation available
PAGE 05
06
Jersey Post
Consumer Code
Of Practice
Bulk mail products
• No compensation available
All claims will be investigated in accordance with Jersey Post’s Consumer Code of Practice
*No claim for loss will be entered into without the Certificate of Posting or Recorded Signed
for receipt or, in the case of a parcel, the original customer copy of the parcel receipt and till
receipt. Franking Meter customers will be asked to provide the franking meter die number.
Postage Account customers will be required to provide a copy of the green docket posting
for the day in question.
**In the event of damage, the packaging and contents maybe requested for inspection
What can’t I claim for?
Jersey Post Group may not process a claim for loss or damage for the following reasons:
The item contained:
•Cash
• Prohibited or undeclared restricted items
• Mobile Telephone(s)
• Glass or Ceramics
•Perishables
Or
• The correct postage was not paid
• The item was not correctly or clearly addressed
• The loss was due to an omission by the sender or recipient
• Delivery was attempted but no-one was available to receive the item, subsequently, the
item was returned to Jersey Post and no return address was stated
• Items delivered and then forwarded from the stated delivery address by third party
• Items received, despatched and/or delivered by another operator in Jersey.
Special Delivery
Jersey Post Group may not process a claim for loss or damage for the following reasons:
• The correct postage was not paid
• The item was not correctly or clearly addressed
• The loss was due to an omission by the sender or recipient
• Delivery was attempted but no-one was available to receive the item, subsequently, the
item was returned to Jersey Post and no return address was stated
• Items delivered and then forwarded from the stated delivery address by third party
• Items received, despatched and/or delivered by another operator in Jersey.
• Items are prohibited
Standard Parcels and International Standard Parcels
Please be aware that the following goods are excluded from compensation for loss or
damage:
WE WALK OVER
214,000 MILES
EVERY YEAR
• Antiques (objects over 100 years old).
• Articles made largely or wholly of gold, silver or other precious metals.
• Luggage of any kind including suitcases and musical instrument cases, used as exterior
packaging (damage only). This does not effect damage claims for contents providing that
our packaging guidelines have been followed.
PAGE 06
Jersey Post
Consumer Code
Of Practice
• Ceramics or composites wholly or partially made of china and/or porcelain*.
• Collectables - items which have appreciated in value either due to their scarcity or due to
their being out of production are not excluded from cover. However, any compensation
payable for loss of, or damage to, any collectable shall be limited to the terms of the Jersey
Post Group’s Compensation Scheme for the collectable and shall not exceed stated limits
of compensation as set out in the compensation table, subject to the customer providing
satisfactory written or printed evidence
• Diamonds and other precious stones.
• Eggs (damage only)
• Fossils, stones or stoneware*.
• Glassware* - items wholly or partially made of glass or containing glass, e.g picture frames
that contain glass.
• Human and animal remains including ashes, other than those being sent for medical
research. Those which are sent for medical research should be packaged to ensure no
contamination. Limits on the types of service available and categories of claim are the
same as for the perishable goods.
• Hazardous or dangerous goods, prohibited or restricted items. Please visit the Parcelforce
website under prohibitions and restriction pages for further information.
• Jewellery (except imitation).
• Marble or any stone derivatives.
• Cards, debit cards, uncrossed postal orders which do not state to whom they are to be
paid, cheques or dividend warrants which are uncrossed and made payable to the bearer;
bearer securities including share warrants, scrips or subscription certificates, bonds or
relative coupons; negotiable instruments; unfranked postage or revenue stamps (except
a revenue stamp embossed or impressed on an instrument which has been executed);
coupons, vouchers, tokens, stamps, lottery tickets, scratch cards or similar items which
can be exchanged by themselves or with any other item for money, goods or services;
national insurance stamps; all tickets, including travel and events.
• Real fur
• Resin* items, amber and composites.
• Restricted goods, where the instructions have not been heeded
• Sim cards and Mobile Phones
•Stamps
•Watches
*In the case of fossils, stones, stoneware, resins, ceramics and glassware, we will pay
compensation for loss of parcels, but not damage to the items.
No loss or damage compensation will be paid when two or more parcels are strapped
together.
Auction websites
To process claims made for items purchased using an auction website, the auction reference
number and final receipts of purchase will be required.
Collectable items
WE IMPORT
MORE THAN
4.5 MILLION
KILOS OF MAIL
EACH YEAR
Items which have appreciated in value either due to their scarcity or due to their being out of
production are not excluded from cover. However, any loss of, or damage to, any collectable
shall be limited to the actual price paid for the collectable and shall not exceed the stated
limits of compensation as set out in the compensation table, subject to the customer
providing satisfactory written or printed evidence.
PAGE 07
Confidentiality
Jersey Post
Consumer Code
Of Practice
Any information you give us so that we can provide you with postal services will be
confidential and subject to the laws of Jersey on the protection of personal data (Data
Protection (Jersey) Law 2005). We will safeguard the privacy and confidentiality of all
messages (including voice and data) transmitted over our network, subject to the relevant
laws of Jersey. For quality control, security and training purposes, calls to Jersey Post can be
recorded and may be monitored
Postal Orders
Key Benefits
• A simple way to send money: from as little as 50p
• Use them wherever you are: pay your bills or shop by mail order
• Peace of mind: with no personal data required
How it works
Postal Orders work in a similar way to cheques, but without the need for a bank account.
Shopping online? Postal Orders are great for auction sites like eBay and allow you to pay
without handing over personal financial details.
Make your purchase as normal then simply buy the correct value Postal Order and send it
through the post.
They look just like cheques – you can have the payee’s name printed on the order, and they
can be crossed so payees can only pay into their bank account.
Is a Postal Order right for you?
Right for you if:
• You need to make a payment or send cash gifts
• You’re wary of handing over your personal financial details
• You don’t have a bank account or a chequebook
Try something else if:
• You’re happy to pay by cheque or other means that require a bank account
• You need to pay in a country that doesn’t accept Postal Orders (see below)
Not the right service for you? Find other services
EVERY WEEK
WE FLY OVER
10 TONNES
OF MAIL TO
THE UK
PAGE 08
Jersey Post
Consumer Code
Of Practice
Which countries accept Postal Orders?
Bahamas
Guernsey
Sri Lanka
Bangladesh
Guyana
St Helena
Barbados
India
St Kitts and Nevis
Belize
Isle of Man
St Lucia
Botswana
Jamaica
St Vincent
Brunei Darussalam
Lesotho
Swaziland
Cayman Islands
Malawi
Tonga
Cyprus
Montserrat
Tortola
Dominica
Nigeria
Trinidad and Tobago
Falkland Islands
Pakistan
Tristan de Cunha
Ghana
Sierra Leone
UK
Ghana
Solomon Islands
Western Samoa
Grenada
South Africa
Yemen
Underpaid post
Every day we receive post that either has insufficient stamps to cover the postage or no
stamps at all.
For individual items we send a card to the recipient to explain that an item has been held at
our headquarters, as insufficient postage has been paid. The card specifies the associated
costs to receive the item.
The cost associated with underpaid items is twice the difference of the underpaid amount
plus an administration fee. Please note we only accept cash payment due to the low charges
involved. Items received by Royal Mail, or any other postal administration, sent into the
Bailwick will also have the associated cost collected on their behalf. Items sent internationally
with insufficient postage paid may be returned to sender. If a return address is not included
on the item then it will be held for collection for up to 21 working days and may be destroyed
after this time.
OUR POSTIES
GET UP AT
THE CRACK
OF DAWN TO
MEET THE
MAIL PLANE
PAGE 09
Jersey Post
Consumer Code
Of Practice
Getting the address right
Writing an address may seem like the simplest thing in the world, but all too often something
is left out and that makes it harder for Jersey Post to do its job – which is to get your letter or
package where it needs to go as quickly as we can with little fuss.
At full speed, our mechanised sorting equipment processes around 50,000 letters per hour
but it only recognises the post which contains a postcode as a final line of address. We
should also remind you that postal administrations in other countries have varying standards
for addressing post, so it is always worth checking when sending post to International
destinations.
A correct postal address must consist of certain elements. Every house and business has
a complete and unique postal address which helps us to deliver all letters more quickly,
accurately and cost effectively.
For more information on addressing standards please visit http://www.jerseypost.com/
addressing/
The importance of a return address
Including a return address on any items that you post is more important than ever. It enables
us to return items back to you in the event that they cannot be delivered or if there are any
issues with postage paid.
Labelling your items correctly
For packages which need to be labelled with an ID8000 label or a lithium battery handling
label please follow the instructions below.
Consumer Commodity in UK Mail Label (ID8000)
• Label must be 99 x 139mm in size.
• Tick the relevant box according to the contents of the package. If sending multiple items,
tick all boxes that apply.
• Apply the label securely and visibly to the outer packaging.
Lithium Battery Handling Label
WE SORT
OVER 100,000
LETTERS
& PACKAGES
EVERY DAY
• Label must be 120 x 110mm (large packages) or 74 x 105mm. (On packages which are too
small to bear larger labels) in size.
• Write or print the word ‘metal’ or ‘ion’ in the space after Lithium to indicate the type of
battery contained within the package.
• Include a contact number.
• Apply the label securely and visibly to your outer packaging.
PAGE 10
Jersey Post
Consumer Code
Of Practice
Packing advice
If there are parts that stick out of the item you’re sending, teapots, spouts, handles etc., make
sure they are properly supported. Fragile objects such as glass and china should be sent by
parcel post only with appropriate insurance.
Mark you package ‘FRAGILE’, if it contains anything that might break in transit. Unfortunately
we cannot take responsibility for anything that is inadequately packaged. It is your
responsibility to make sure your item is packaged correctly and marked appropriately if it
needs special handling.
Seal of approval
Make sure you seal your package securely with strong, wide tape. If you wrap it entirely
in paper or plastic, make sure that it is strong enough and, again, seal well. As an extra
precaution you can also tie your package with string but please keep the ends short. If you
use staples, please take care not to leave any dangerous points exposed, as these could
cause injury to people handling your item.
For computers, televisions, mobile phones and IPods (or similar items), the original box
should be used as it is designed to be sent through the post. No compensation will be paid
for items which are not adequately packaged.
DVDs and Vinyl’s
If you are posting only one DVD or Vinyl, place it in a plastic or cardboard sleeve and use an
envelope/jiffy bag appropriate to the size of the item. If the vinyl is of particular importance,
sandwich it between two pieces of cardboard at least an inch thick in an area around the
whole item. Then wrap in paper and seal with thick tape. If you are sending more than one
item, pack them together in a box with cardboard between each layer. Use plenty if soft
packing on all sides to stop them moving. Write on the package DO NOT BEND.
Photograph Prints
Use an envelope strengthened with card or put some card in a manila envelope, making
sure that it is bigger than the prints. Mark on envelope DO NOT BEND.
Maps, Plans, Drawings etc
These should be rolled up and placed in a cardboard tube which is sealed tightly at both
ends.
WE HAVE 135
POSTBOXES
WHICH ARE
EMPTIED AT
LEAST ONCE
EACH DAY
Sharp Items
Sharp items such as scissors, knives and chisels may be sent by post ONLY if the sharp
edges/points have been covered with a protective material which is strongly attached to
prevent damage to other parcels/packets or to prevent a handler from getting an injury.
PAGE 11
Fishing Rods
Jersey Post
Consumer Code
Of Practice
Place between two strips of stiff material, larger than the Fishing Rod(s) itself, wrap and seal
well. Alternatively, water pipes and drain pipes are ideal.
Toys/Games
The manufacturer’s box is not usually designed to cope with being sent through the post.
Always put items into a strong cardboard box and wrap and seal well.
Musical Instruments
Always use an extremely strong box with plenty of packing to prevent movement. Loose
items should always be removed and packed separately.
Liquids
Liquids and ‘wet’ foods must be completely waterproofed, with all containers securely sealed
and wrapped in corrugated fibreboard or similar. For bottles, use approved wine/spirit packs
or individual cushioning enough to absorbent material to contain any leaks.
Strong-Smelling Substances
These should normally be sent by parcel post. They must be packed so not to soil other
parcels. Container lids must fit tightly and be sealed with adhesive tape and the item sealed
in a waterproof bag, contained within a strong box and adequately packed.
Fruit and Vegetables
Fruits such as Apples and Pears should be individually wrapped in paper and placed in a
strong box with plenty if protective packing all round. Soft fruits such as grapes and berries
must be packed so that no moisture can leak out. Use a strong box with an internal wrapping
of greaseproof paper or something similar. Mark your parcel FRUIT-HANDLE WITH CARE.
Sending Foodstuff Abroad
If looking to send manufactured foods to the USA, you must go online and complete online
documentation advising US Customs of the impending arrival. A reference number will be
required and can be obtained within 15 minutes by going to www.access.fda.gov. You must
put this number on your Customs declaration form. The facilities are free and available 24/7,
but if you need assistance please call our Customer Services department. Jersey Post cannot
accept items which do not contain the reference number; if the parcel does not contain the
reference number it will be returned to the sender or destroyed when it reaches the USA.
The only exemption is food made by an individual at home sent as a personal gift to
someone in the USA, all homemade items must be CLEARLY marked as such.
To find more contact the FDA at www.access.fda.gov.
Flowers
Flowers sent by post should be packed in a strong cardboard box with tissue paper between
layers. Use soft packing material to stop the flowers moving. If you use any sort of moistureretaining material to keep your flowers fresh, they must be enclosed within a plastic bag to
contain leakage.
WE HAVE OVER
200 POSTAL
WORKERS
PAGE 12
Living Creatures
Jersey Post
Consumer Code
Of Practice
Live bees, leeches and silkworms can be sent through the post but must be properly
enclosed to avoid any risk of injury to anyone handling the item, as well as the risk of
damage to other packets. Other harmless living creatures such as mealworms, earthworms,
ragworms, lugworms, caterpillars and maggots can also be sent by post. Certain parasite
insects and parasite predators can be sent by post as well, but only to and from recognised
expert bodies and institutions.
Important information
Customers are advised that all post is subject to inspection by the UK Border Force and that
other regulations may apply in other receiving countries.
Where formal identification is required, it is not necessary to forward original documents to
Headquarters, however if copies are to be provided they must be certified.
Identification Documents
Must be current, pre-signed and bear a photograph of the applicant; for example:•Passport
• Provisional or full driving licence (not International Drivers’ Permits/Licences)
• Government issued National Identity Card
Verification of Address Documents
Must be recent (within the last six months); for example:• Paid household utility bill
• TV licence
• Recent bank, building society or credit card statement showing the address and bill payer
• Provisional or full driving licence if not used as proof of identification
Mobile phone bills and computer print outs of online banking/building society or credit card
statements are not acceptable.
Verification for proof of existence of business and association to that business
Must be appropriate for type of business, for example:• Certificate of incorporation
• Certificate/proof or registration if, for example; a charity, trust or partnership
• If relevant, proof of relationship of individual to company, charity etc. For example
WE IMPORT
OVER 3
MILLION
KILOS OF MAIL
A YEAR BY SEA
confirmation on headed letter paper of position in company signed by the Director.
PAGE 13
Certification of Documents
Jersey Post
Consumer Code
Of Practice
Must be certified by a suitable person employed in a public regulated service/profession
such as;
• A lawyer
•Accountant
• Manager or Director of a bank/regulated financial institution
• Notary public
• Family doctor
• Qualified teacher
• Member of the judiciary, police officer, a senior civil/public servant or Consular, Official at a
British Embassy or Consulate.
The certifier should sign and date the copy document (printing his/her name clearly in
capital letters underneath), state that it is a true copy of the original, and clearly indicate
his/her position or capacity on it. (It is not necessary to confirm the true likeness to
photographs.)
Documents such as full driving licences may be used to confirm either identity or address
but not both.
Documentation must be in English.
Confidentiality
Any information you give us so that we can provide you with postal services will be
confidential and subject to the laws of Jersey on the protection of personal data (Data
Protection (Jersey) Law 2005). We will safeguard the privacy and confidentiality of all
messages (including voice and data) transmitted over our network, subject to the relevant
laws of Jersey. For quality control, security and training purposes, calls to Jersey Post can be
recorded and may be monitored.
ON AVERAGE
WE RECEIVE
1,200 CALLS A
WEEK TO OUR
CUSTOMER
SERVICES
DEPARTMENT