Spot it and stop it

Parcel account fraud contributes significantly to the unpaid mail problem, which is costing us millions of pounds every year.

Tackling unpaid mail is really important. We have devised a two-year strategy to barcode our parcel products, scan those items, and bill on the scans.

In the short term, we must also tighten up our business processes to minimise revenue loss. To do that, collections colleagues are being asked to ensure they refuse all account mail without posting documentation as a matter of high importance.

Colleagues are reminded that refusing mail without posting documentation is NOT wilful delay – it is crucial to ensuring that mail is not sent through our network for free.

Every member of the business has a role to play in spotting and stopping parcel account fraud.

Postman Chris Casali, from Uxbridge Delivery Office, said: ‘One issue is that if you refuse mail, customers will simply take it somewhere else where they know that they can ‘drop and run’ without being challenged. The answer? We all need to tighten up on this together.

‘When I know we have made a successful recovery, I will always get back to the driver involved to let them know – it makes the team feel good. I find it frustrating that people are sending mail through our system without paying for it. It is all about caring about your job.

‘The biggest recovery I’ve made in one day was worth thousands of pounds from one customer. He said it was the first time that he had been challenged in four years – I think that just shows why we all need to be vigilant.’