Royal Mail staff accused over delivery 'scam'
LONDON - Staff at Royal Mail have been accused of manipulating a mystery shopper scheme designed to monitor the efficiency of its delivery service, to ensure they hit targets and received bonuses.
According to the Daily Mail, Royal Mail staff managed to discover the identities of some of the people who were part of the mystery shopper scheme, after which they ensured that mail to their addresses was always delivered in good time.
It also alleges that they would ensure mail from post boxes near their houses was not picked up before the advertised final collection time, so that it would arrive at its destination more quickly.
Royal Mail issued a statement in response, saying: "Royal Mail is investigating allegations concerning its mail operations in the Glasgow area. The allegations, received via Postcomm, relate to the possibility of interference in the measurement of Royal Mail's quality of service performance in this area."
It said it was conducting interviews at a local level to assess whether the allegations are accurate.
The mystery shopping scheme is run by Research International, but the Daily Mail says they were unaware of the scam. According to the newspaper, it came to light after a whistleblower raised the alarm.
Postcomm, which regulates the postal industry, said it was conducting a preliminary investigation into serious allegations but that the matter was being treated confidentially.
Royal Mail pays bonuses to staff when it hits delivery targets. It says that 93% of mail posted first class arrives the next day.
Royal Mail: mystery shopper scheme investigated
Comments
Charles Hogge - 25/06/2009
I may be the missing the point here, but what exactly has anyone done wrong? I work part time in a pub, and if anyone we suspect may be a mystery shopper turns up they always get extra special treatment. To be honest, I think I'd be more worried if they found out who the shoppers where and then did a bad job!
natasha davie - 25/06/2009
yes charles you are missing the point . these managers are paid huge bonuses on the back of these tracked letters . opening mail not meant for you is an offence \( unless you are the government or police ) and probably treasonous , as its her majestys mail until delivered . hope that cleared up the fuss for you
Eleanor Da Costa - 29/06/2009
they've not been accused of opening any mail - they've been accused of fudging the mystery customer results to make it apear that they are hitting targets