Of Costa Ketsietzis
The complete disorganization of the courier services caused by the pandemic and the continuous knockouts of last year are highlighted by the data published yesterday by the National Telecommunications and Post Commission (EETT), while although this year the companies in the sector are not expected to be in great demand. strengthening their equipment and staff ahead of Black Friday and Christmas.
According to the Activity Report of 2020, the written complaints for postal services and courier services submitted to EETT reached 3,000 when in previous years they did not exceed 400. In 2019, 380 complaints were submitted and in 2018 only 260.
The vast majority of last year’s complaints (86%) concerned delays in parcel delivery, 7% related to information problems and 6% to parcel loss or other service problems.
In fact, there were so many complaints that in the middle of the summer of 2020 EETT upgraded their management process in order to process the requests faster. He also invited the companies that during the lockdowns not only delayed the deliveries but also stopped the receipts. However, it should be noted that penalties have not yet been announced against these companies.
The pandemic also caused problems in the control activity of EETT. Despite the record number of complaints, the Commission conducted only 20 on-the-spot inspections last year, either ex officio or following complaints, at providers ‘premises to investigate providers’ compliance with their license terms. In 2019, 129 on-site inspections were carried out.
Preparations for the holidays
Most of the biggest problems occurred last year in the two months of November – December due to the festive shopping season that started on Black Friday. Then the courier companies found themselves completely unprepared.
Although demand is not expected to reach record levels by 2020, as stores will unexpectedly open, companies are preparing for a significant increase in deliveries, with the main goal of not repeating the same problems.
The largest courier companies have already invested in upgrading their sorting centers, as well as adopting digital solutions to better manage shipments. At the same time, many companies are hiring seasonal and hourly distributors for the holiday season.
Finally, it is worth noting that during the last year many new courier companies appeared.
According to market information from the outbreak of the pandemic, the companies licensed by EETT exceeded 600 from the previous 500. Of course, the majority of deliveries of goods and items nationwide are made by the four largest companies in the industry.
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Source From: Capital
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