Royal Mails advice on temporary changes to our Operational Delivery

13 March 2020
In light of coronavirus we have made some temporary changes to our Operational Delivery processes for the delivery of any parcels which cannot be posted through a letterbox, or items that require a signature. These temporary changes are effective immediately, until further notice.

Please brief your teams using this WTLL brief at the earliest opportunity.

Manager conference calls and RMTV
Manager conference calls with Ricky McAulay, Shaun Davis and Sally Ashford will be held at 11am and 10pm on Monday 16 March 2020 to explain this in more detail. Please dial in to hear the latest.

An RMTV Special will go live on Saturday 14 March 2020. Please watch this with your teams. You can access it here now.

Changes to Operational Delivery Processes
For “Non-Signed” for parcels (1C/2C, RM24/48, T24/48)
Scan the parcel as delivered but do not press submit
Leave the parcel on the doorstep, knock on the door and step back two metres
When the customer comes to the door tell them they have a parcel there
Witness the customer taking the parcel inside
If the customer takes the parcel inside the postman or woman should press submit
If the customer refuses to take the parcel inside, then the postman or woman should:
Retrieve the parcel
Update the PDA status to “Undelivered – No Answer”, and
Leave a “Something For You” card so that the parcel can be collected at a later point
Do not show the parcel as “Refused”

For “Signed” parcels including letter formats (Signed For, T24/48 with signature, International)
Scan the parcel as delivered but do not sign yet
Leave the parcel on the doorstep, knock on the door and step back two metres
When the customer comes to the door, tell them they have a parcel there and inform them that we will not be collecting the usual signature, but we will require the customer’s name and must witness the customer taking the parcel in
Input the customer’s name as normal. When the signature box appears, input “CV19” but do not press Done until the customer picks up the parcel
If the customer takes the parcel inside the postman or woman should press Done
If the Customer refuses to take the parcel inside, then the postman or woman should:
Retrieve the parcel
Update the PDA status to “Not Delivered – No Answer” and
Leave a “Something For You” card so that the parcel can be collected at a later point
Do not show the parcel as “Refused”

For “Special Delivery” parcels, including letter formats
Scan the parcel as delivered but do not sign yet
Leave the parcel on the doorstep, knock on the door and step back two metres
When the customer comes to the door tell them they have a parcel there and inform them that we will not be collecting the usual signature, but we will require the customer’s name and must witness the customer taking the parcel in
Input the customer’s name as normal. When the signature box appears, input “CV19” but do not press Done until the customer picks up the parcel
If the customer takes the parcel inside the postman or woman should press Done
If the customer refuses to take the parcel inside, then the postman or woman should
Retrieve the parcel
Update the PDA status to “Not Delivered – No Answer” and
Leave a “Something For You” card so that the parcel can be collected at a later point
Do not show the parcel as “Refused”

For “Age Verification” parcels
Knock on the customer’s door, walk back two metres and scan the parcel
Advise the customer that they have an “Age Verification” parcel that we can leave on the doorstep without the usual signature, but must still verify the persons age and witness them taking the parcel inside
Ask the customer to open the door or stand in a window and undertake the “Challenge 25” check
If the customer does not look over 25 the postman or woman should ask the customer to provide ID that proves their age. The customer can either show this to the postman or woman at a safe but visible distance or as an alternative through a window
If the customer looks over 25 or produces the relevant ID, the postman or woman should ask the customer for their name and advise them to step back
They should then input the customer’s name into the PDA, when the signature box appears the postman or woman should input “CV19” without pressing Done and should place the parcel on the doorstep
When the customer takes the parcel indoors the postman or woman should press Done
If the customer does not provide the relevant ID/proof of age then the Postman or woman should:
Refuse to deliver the parcel
Update the PDA status to “Undelivered – Failure to Produce ID”, and
Leave a “Something For You Card” so that the parcel can be collected at a later point

Key questions
Does this apply to all parcels and items requiring a signature?
Yes. These new processes apply to all parcels and items requiring a signature that are delivered in the UK.

Do these changes only apply when we suspect the receiving customer has coronavirus?
No. These new temporary processes apply to delivery to all customers.

When do these changes come into effect?
These changes are effective immediately, until further notice.
The situation regarding the spread of the coronavirus is fast-moving. The safety, health and wellbeing of our employees, members of the public and the communities in which we operate is paramount.

Please look out for regular email updates and make use of the intranet information page.

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This information has been sent to specific colleagues within Royal Mail Group. Please do not share unless otherwise instructed. © Royal Mail Group 2019.

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