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The Stronger Communities team has responded to Ofcom's call for inputs on it's review of postal regulation from 2022 onwards. 

As the statutory advocate for postal consumers in Scotland, CAS believes that there are particular issues that need to be addressed during the review period that are affecting consumers and SMEs. This includes the affordability of services, the quality of service and the impact of location-based surcharging and refusal to deliver in the parcel market. 

This report, based on qualitative research carried out by Progressive Partnership Ltd during Autumn 2020, explores the issues experienced by vulnerable groups accessing postal services in Scotland. The report also examines the impact of COVID on postal services and makes recommendations based on the research findings.

An executive summary of our findings is available below, along with the full report. 

Scotland’s Citizens Advice network empowers people in every corner of Scotland through our local bureaux and national services by providing free, confidential, and independent advice. We use peoples’ real-life experiences to influence policy and drive positive change. We are on the side of people in Scotland who need help, and we change lives for the better.

Our 2021/22 Impact work plan outlines the areas where we will be working to secure changes on behalf of our network’s clients. It has been drawn together following extensive analysis of advice data and consultative workshops with representatives from the network to identify significant trends and areas of concern.