Key Performance Indicators

Performance Reports

Throughout the year we publish reports on a quarterly basis showing our performance against Key Performance Indicators (KPIs) which have been agreed between POSTRS and Ofcom.

2019

Performance IndicatorTargetQ1Q2Q3Q4
Percentage of calls answered by staff within 2 minutes.95%99%100%100%N/A
Percentage of written correspondence receiving a response within 5 working days.100%100%100%100%N/A
Percentage of Adjudicators’ Final Decisions issued within 6 weeks of receipt of the application from the customer.90%96%99%93%N/A
Percentage of Adjudicators’ Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why.3%1%0%0%N/A

2018

Performance IndicatorTargetQ1Q2Q3Q4
Percentage of calls answered by staff within 2 minutes.95%97%99%100%100%
Percentage of written correspondence receiving a response within 5 working days.100%100%100%100%100%
Percentage of Adjudicators’ Final Decisions issued within 6 weeks of receipt of the application from the customer.90%98%90%90%84%
Percentage of Adjudicators’ Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why.3%0%0%2%3%

ADR Entity Reports & Independent Reviewer Downloads

Please find below the ADR Entity reports for the POSTRS scheme.

These include Annual reports and Biennial reports.

CEDR was approved as an ADR Entity by Ofcom. Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, CEDR is required to publish information on an annual basis relating to the operation of the Scheme.

The Independent Reviewer is not based at CEDR, nor are they part of that organisation. There are two aspects to the Independent Reviewer’s role.

  • They can consider individual complaints about certain aspects of the level of service provided by POSTRS.
  • They conduct overall reviews of service complaints and produce an interim and an annual report which will be published on this page.

POSTRS Interim Review 2019

POSTRS Review 2018

POSTRS Interim Review 2018 

POSTRS Review 2017