Nearly everyone in the Bailiwick uses the services of Guernsey Post in one way or another and it is important that all customers - whether individuals or businesses - have an effective consumer body to represent their views and interests. The role of Postwatch is to protect, promote and develop the interests of all customers of Guernsey Post’s services and to ensure that Guernsey Post provides the best possible cost-effective service for all its customers. 

Postwatch Guernsey (“Postwatch”) is an independent organisation established in 2001 as a condition of the Postal Licence issued to Guernsey Post Limited (“Guernsey Post”). Postwatch is not connected to Guernsey Post or to the States of Guernsey and its members are volunteers who give their time without reward or remuneration.

We invite all users of Guernsey Post services who have comments or concerns about the Bailiwick’s postal service to contact Postwatch. Postwatch has a clearly defined Mandate and Constitution and details of its membership are also clearly set out.

• Constitution
• Postwatch will avoid any political involvement in its membership, ensuring that a cross section of members of the community are appointed as Postwatch members to maintain a balanced view which reflects the best interests of customers. It is envisaged that the following bodies should be represented: Chamber of Commerce, GIBA, CGI, GPECC and Business Users as well as private individuals. There shall be a maximum of twelve members.
• Postwatch reserves the right to invite other interested parties to attend its meetings and also reserves the right to refuse attendance at any of its meetings by any group or individual if it is deemed not to be in the best interests of Postwatch’s mandate; such refusal will not be unreasonably applied.
• Other than the first Chairperson, who was appointed at the request of Guernsey Post, the Chairperson shall be elected from Postwatch’s members. Although it is preferred that the Chairperson retire after three years in the role, if members are in agreement as a majority and the Chairperson is willing, the period can be extended for further annual review/election.
• Nominations for membership should be proposed and seconded by Postwatch members and the normal term of office will be twelve months. All members can be re-elected for a further period subject to agreement by the member and the majority of Postwatch Guernsey. In the event of a tie the Chairperson should have the casting vote.The Chairperson will convene meetings of Postwatch as the need arises, such meetings to be held with no less than five members. 

• Our Mandate
• To act in the best interests of all users of the services offered by Guernsey Post by acting as a watchdog; to protect, promote and develop the interests of all customers of Guernsey Post’s services; and to ensure that customers receive the best possible cost-effective service from Guernsey Post.
• To monitor on an ongoing basis Guernsey Post’s compliance with the various Quality of Service targets agreed with the OUR including: end to end delivery targets for the various mail streams; delivery failures; operational failures; complaint handling; compensation claims and the like.
  
  Where considered appropriate or necessary, in relation to the ongoing monitoring process Postwatch reserves the right:
• to visit Postal Headquarters at Envoy House; and/or
• (subject to access having previously been agreed with Guernsey Post management, either generally or specifically) to liaise with relevant people within Guernsey Post, including the Customer Services team.
• Where considered appropriate or necessary, to make recommendations to Guernsey Post management in connection with the maintenance and improvement of services to the customer.
• It is expected that all customer complaints will, in the first instance, be directed by customers to Guernsey Post. In the event that a complaint is not resolved to the satisfaction of the customer and, in the opinion of Postwatch, the complaint has not been satisfactorily dealt with by Guernsey Post, Postwatch will investigate and pursue the matter with Guernsey Post.
  
  Postwatch will review, seek customer feedback/comments on, and issue formal responses to:
• any Consultation Documents, Directions or similar documentation issued by the OUR;
• any documentation issued by Guernsey Post for comment, e.g. as part of a public consultation exercise.As and when circumstances demand, Postwatch may take such action as it deems necessary to protect the interests of customers. Such action may include but need not be limited to:
• the convening of public meetings;
• highlighting issues of importance to customers via the media and/or seeking the publication of notices/letters etc as deemed appropriate;
• making representations to the OUR in order to protect the interests of customers.
• publishing an Annual Report 

OUR CONTACT DETAILS

Customers can write to us, either by letter or e-mail, or alternatively can call the number below and leave a message on our voicemail.

The Chairperson
Postwatch Guernsey
FREEPOST
PO Box 633
St Peter Port
GUERNSEY
GY1 5SS

E-mail: postwatchguernsey@cwgsy.net

Telephone: 01481 733561 (including voicemail facility)

POSTWATCH GUERNSEY MEMBERSHIP 

Postwatch response to OUR Consultation August 2009.pdf

Postwatch Annual Report 2008.pdf