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Postal Services Bill [HL]

My Lords, in dealing with this and the following two amendments together, I should point out that while I understand the reason why the legislation has been drafted in the form in which it currently stands, it is my intention to proceed with these amendments and, in doing so, remove the discretion that exists in relation to consumer protection. This group of amendments will require all postal operators to offer an independent process of investigation for complaints from service users. Consumers must have the peace of mind that comes with knowing that they have available redress should the service they receive fall below an adequate standard. Through these amendments we would be offering consumers such protection. In practice, Royal Mail currently passes complaints that cannot be amicably resolved for independent scrutiny through Consumer Direct. No matter who offers a postal service, it is important that consumers know that a fair, open and independent method of adjudication is available to them should something go wrong. Imagine how absurd it would be if service users had to investigate whether such a service exists when they wish to use a particular postal operator or, more probably, once something has gone horribly wrong, when they discover that unlike for other providers, no such complaints procedure exists. Removing the discretion currently provided will in turn remove the choice for operators. They can confidentially offer their service on the same basis as their competitors without any commercial disadvantage. I positively offer these amendments with consumer rights and interests in mind. I beg to move.