Subject: Recommendations Consumer Advocate in view of its discount events Black Friday and Cyber Monday, as well as the festive season of Christmas and New Year.
Όas you know, last year (2020) periods of its great discount events Black Friday and Cyber Monday, but also of the festive period of Christmas and New Year, were characterized by a frightening increase consumer e-purchases and, consequently, from the much higher, compared to previous years, demand in Postal services.
Although this was a development that was, to a large extent, expected due to imperatives restrictions that already applied to the physical operation of the stores in the middle of pandemic situation, however, their weakness was observed postal providers to fully meet this demand.
This fact was reflected and in one equally significant increase of reports received by the Consumer Ombudsman for the postal sector services, which amounted to 133,3% in 2020 in relation to 2019, to 45% of reports specifically on problems (delays) in performance postal items, compared to the much lower equivalent
rate (26,6%) of 2019.
The management burden of this critical mass of reports still weighed on him more the providers themselves, who, except of inflated their postal work, were faced with the need to address not only her indignation of their customers, but, in many cases, of payment compensation for the poor provision of their services.
In the field of trade, this year is comparatively better so far from last year, since consumers can and do their shopping in open stores. However, for many their habit has now been consolidated e-commerce, with the result that e-commerce flourished and we are able to predict with relative certainty that it will score for one still very high performance in the immediate future.
In this context, the Independent Authority "Consumer Advocate”And the, under the its competence, European Consumer Center of Greece draw vigilance your to maintain a high level of your services, but also of consumer confidence, which has already been restored since last year, recommending directly based on provision of article 3 par. 1 and 2 of law 3297/2004, as applicable:
- Covering any identified gaps and your timely preparation, where required in material and technological infrastructure, in order to as much the most effective satisfaction of the expected increased demand for postal services.
- On satisfactory staffing of υservices front desk (staff shops and telephone service), Logistics (storage) and last mile (delivery from distribution centers to the end user), so as not to delays and other possible defective phenomena will be observed again provision of postal services.
- Ensuring the ability to pay for cash on delivery with electronic media (POS) not only in post offices, but also to your distributors performing at home performance, for as long as better customer service.
- Rapid and effective management of consumer complaints, as well as your prompt response to calls from public authorities for cooperation in matters of compliance and implementation of existing legislation.
Table of recipients:
1. GENERAL POST SA
2. ACS M.AEE
3. DHL EXPRESS HELLAS SA
4. UPS OF GREECE INC
5. SPEEDEX AE CURRENT TRANSPORT
6. TACHYMETAFORES ELTA SA
7. HELLENIC POSTS SA
8. ORBIT COURIERS SA
9. EASY MAIL A.E.
10. SCROUTZ DISTRIBUTION SERVICES SOLE SHAREHOLDER PC
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