Officially launched at the NFRN’s Annual Conference in Torquay, The Newspaper Distribution Service Charter sets out the standards of service that its 16,000 members require from newspaper publishers, magazine distributors and news wholesalers to better retail newspapers and magazines.
The 18 page document details the standards of service expected from eight specific areas: terms and conditions of business, delivery timeliness, quality of delivery, order and supply management, returns management, invoicing, voucher processing and customer service and communication.
It also documents the actions and steps that retailers can take to complain when service levels fall below the required minimum.
Unveiling the Charter, National President Alan Smith said: “This important new document clearly sets out the levels of service that independent newsagents expect to receive from publishers, distributors and wholesalers. It has been drawn up by working newsagents who know exactly what it is that they require from their wholesaler, distributor or publisher to provide a professional, quality service to their customers and as such the new charter is more relevant to independent news retailers than any other document currently in circulation.
“Its development is an important landmark for the Federation. We have looked in detail at all elements of the delivery process and identified areas to see where performance can be improved, thus enabling our industry partners to operate more effectively and efficiently and serve our members in a more professional and consistent manner.
“At the same time we have clearly set out the rights and responsibilities of our members with regards to handling deliveries, returning product, invoicing and handling vouchers.”
Mr Smith continued: “While we would like retailers to enjoy excellent service at all times we realise that there will be occasions where disputes or unsatisfactory service delivery occurs. We have therefore included advice on the complaints process so members’ concerns can be dealt with promptly and fairly.”
Following conference, the Charter will be shared with all news wholesalers, publishers and magazine distributors at the new president’s forthcoming meetings.
