Citizens Advice reacts to Ofcom's announcement of stronger protections for parcels customers

Matthew Upton, Director of Policy at Citizens Advice, said:

“The outbreak of the pandemic has brought to life how essential the parcel industry is, especially to disabled people or those told to shield. But our research shows that 36% of consumers experienced a problem with their last parcel delivery, and almost half of them weren’t able to get the help they needed when trying to resolve the problem. So we welcome Ofcom’s commitment to look at ways that parcel delivery companies can improve their complaints processes. This is something we’ve long been calling for.

“We’re also pleased that Ofcom is taking action to make parcel deliveries easier for disabled people. 

“However, there’s still a way to go. With almost 600 people dealing with a lost or stolen parcel every hour, Ofcom needs to come forward and lay down fines for companies if their negligence causes problems for consumers.”


  • Citizens Advice, the consumer advocate for the postal sector, has been calling for stricter rules for parcel companies, better complaints processes, and fines from the regulator, Ofcom, if company negligence leads to parcels getting lost or stolen. This comes as the charity found consistent problems across the entire industry.

  • Statistics come from recent Parcel Delivery Company League table research conducted by Citizens Advice. Full findings and methodology can be found here .

  • Last year, a Citizens Advice report  found that 7.1 million disabled people had a problem with parcel delivery in a single week. Ofcom’s proposals should mean that all parcel companies can deliver for everyone, regardless of their accessibility needs.

Notes to editors

  1. Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.

  2. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.

  3. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.

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