Annex: Transposition Notes for the Postal Services Directive (2008/6/Ec) Article 19: Users complaints Implementation
563.Section 51 provides that OFCOM may impose a consumer protection provision on postal operators requiring them to assume specified liability in respect of specified loss and damage and to establish and maintain procedures in respect of (amongst other things) the handling of disputes and the resolution of disputes with users. These procedures must be easy to use, transparent and effective and otherwise facilitate the settling of disputes fairly and promptly. These procedures must also be free of charge to the users.
564.Section 52 provides that amongst other things a consumer protection condition may require postal operators and must require a universal service provider to publish information about the number of complaints made about them and the way that complaints were dealt with.