For the first time the report covers a calendar year.
The report comprises statistics, trends and observations drawn from the Charter’s fifth year of operation. After experiencing increases in the total number of Stage 2 Complaints for three years, 2015 showed a decrease in numbers.
According to the report, during the twelve month period 1st January 2015 and 31st December 2015 a total of 116 PDC Stage 2 complaint forms were submitted generating a total of 179 breaches of PDC standards. The complaints originated from 35 wholesale houses, 1 News UK, 4 DTR London and 3 newspaper publishers.
Of the 179 breaches that were reported one related to Terms & Conditions, 52 Delivery - Timeliness, 46 Delivery Quality, 27 Order and Supply Management, 6 Returns Management, 18 Invoicing, 3 Voucher Processing, 0 Sub Retailing, 26 Customer Service and 0 Carriage Charges.
Menzies Distribution dealt with 15 Stage 2 complaints, Smiths News 94, NMA 4, and DTR London 4. There were no complaints regarding magazines made to the PPA.
Just 5 Stage 2 complaints failed to be completed within the 28 day time limit, but all complaints were ultimately resolved satisfactorily.
During the period under review there were 4 referrals to the Independent Arbitrator. The average time taken for the adjudications was 12.60 days, however in a number of cases the Arbitrator called for further and better particulars thereby delaying the process.
Neil Robinson, Press Distribution Review Panel Chairman, said: "The Press Distribution Charter sets out the high standards that retailers of newspapers and magazines, whatever their size or location, should expect to receive from wholesalers and publishers. Through the capture and reporting of Stage 2 Complaints the PDRP is able to monitor service performance and publish results in an open and transparent way thereby maximising compliance with the Charter standards. By identifying trends within the published data the industry is better informed of changes that may be harmful to the efficiency of the distribution chain and thus sales.
Whilst the vast majority of problems are resolved quickly and efficiently by way of Stage 1 of the complaints process the Charter offers equitable access to Stage 2 for all retailers. This report provides detailed analysis of those Stage 2 Complaints."
