Citizens Advice calls for carrier agnostic PUDO network

UK citizens’ rights champion Citizens Advice have published a report called ‘Sorry We Missed You’ that amongst other things calls on the delivery and communications regulator OfCom to roll out a nationwide, carrier agnostic parcel pick up /drop off (PUDO) network.

The call comes after a survey of consumers and delivery drivers that shows the difficulties that drivers face that are linked to the issues faced with missed deliveries by consumers. 


In the report, Citizens Advice stated, “The regulator, Ofcom is currently reviewing their regulation of the postal market. And we’re calling on them to use their powers to increase oversight of delivery companies and improve protections for consumers.”

As part of this, the report stated, “Ofcom should consider how to encourage the creation of a network of local, open-access Pick Up Drop Off points.”

The report showed how doorstep deliveries can go wrong for both drivers and consumers. Consumers must be in for a delivery, and stop everything to go to the door to receive the parcel when the driver arrives. Delays in this unpredictable process can add hours to the working day for the driver, and can incentivise them to leave the parcels in insecure locations.

Citizens Advice stated, “This issue could be minimised from both a consumer and driver perspective through the increased use of Pick up Drop Off points like parcel lockers and convenience stores, as an alternative delivery location for failed first-time deliveries.

Opening up the UK’s PUDO network so that it can be used by all carriers could truly revolutionise parcel delivery and remove the stress and worry of unsuccessful deliveries from both consumers and drivers.”

OfCom are reviewing the UK post and parcel delivery industry and may make appropriate recommendations in the near future.

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