- Correos must meet quality standards approved by the Government because it provides the Universal Postal Service in Spain.
- The CNMC oversees the quality of the service based on new indicators set in 2021 that establish penalties for non-compliance.
Correos failed to meet several objectives in 2023 that measure the quality of the service it offers to its customers: security of shipments, number of complaints and claims, waiting time at the office, and delivery times for regular and certified mail, according to the CNMC resolution (STP/DTSP/010/24).
Regarding indicators related to response times for complaints and delivery times for packages, Correos did meet the objectives (see the deviation report in the table below).
Quality and New Objectives
Correos is the company designated by law to provide the Universal Postal Service (UPS) and must meet certain quality objectives in its provision throughout the national territory, as well as offer certain shipments at affordable prices.
The UPS includes national and cross-border shipments, regular and certified, of postcards and letters up to 2 kg in weight, and postal packages up to 20 kg. Correos receives financial compensation to fulfill its public service obligations.
In June 2021, the Government defined, through the Universal Postal Service Provision Plan, the new quality objectives for the operator. Failing to meet them reduces the compensation received for providing the Universal Postal Service.
Results and Recommendations
The CNMC supervises the quality of Correos’ UPS. This is the third exercise that it carries out in accordance with the new quality objectives of the Provision Plan.
The CNMC continues to recommend to the Ministry of Transport and Sustainable Mobility to analyze in detail the deviations that affect the number of complaints lodged and the security of shipments.