Protecting our revenue

We all play an important role in ensuring customers pay correctly for the products and services they use. By correctly charging for all our posted mail we can protect our revenue and secure a stronger future for us all.

​At the beginning of September, we shared 5 Key Actions for Collections, Processing & Delivery which outlined the key things that will help us to protect our revenue. 

Following this we shared the detail on key action 1, which is the most important action for protecting our revenue. We then focused on key actions 2, 3 & 4 for collections & processing and key action 2 for delivery.

We are now focusing on key action 5 for collections and processing and key actions 3, 4 and 5 for delivery and we’ve asked managers to deliver this WTLL to their teams.

Here's a summary by function: 

Collections colleagues

Key action 5 - Don't collect oversize / overweight items if there is a Health & Safety concern

Accepting oversize/overweight items into our network causes health, safety, and customer issues, and is an unnecessary cost to our business.

These oversize / overweight items should be politely refused, and the customer advised to arrange an alternative courier to collect the item (note POL exception).

The full Collections WTLL brief is available here>>

Processing colleagues 

Key action 5 - Tell us when you think a customer is posting out of specification

You are our eyes and ears - you are in a great position to tell us when you think that something isn’t right with a customer’s posting. 

The full Processing WTLL brief is available here>>.

Delivery colleagues

Key action 3 - Tell us when you are concerned about a customer

You are meeting customers daily and are in a great position to tell us when you think that something isn’t right with a customer’s posting. 

Key action 4 - Site Access: Stop “Drop & Runs” - by challenging customer

If you spot a customer dropping their mail at Royal Mail premises and not handing it over at the customer service point, the mail should be Red Xd and directed to Revenue Protection.

Key action 5 - Bank surcharge cash and upload your web browser weekly (for surcharge cash and web browser duty holders only)

• It is important that cash accounts are completed and submitted at the end of every working week to ensure that all surcharge revenue is received and accounted for by the business.
• All Business Reply and Freepost items should be billed via Web Browser to ensure that we get paid for the work we are doing. If we do not input all Business Reply and Freepost items we have seen into web browser, this means that we are not billing customers for these items

The full Delivery WTLL brief is available here>>

Finally, for concerns about a customer’s posting behaviour, please contact RPUK@royalmail.com