Press Distribution Forum updates charter with effective path to resolve retailer complaints

The Press Distribution Forum (PDF) has relaunched its Newstrade Charter in digital format, with an updated complaints process that reduces the number of complaint resolution stages from three to two to improve the process and timescales involved.

Hosted on a dedicated website, the new charter had input from across the industry, including the NFRN, as the retailer board representative, and was updated to ensure it was setting standards of service that are appropriate in todays’ supply chain, the PDF said.

“I must say, it has been terrific to receive the input from Federation of Independent Retailers (NFRN) colleagues this time around. Our Fed colleagues, as you would expect, have really come at this from a Retailer perspective and all stakeholders have been impressed with this approach,” John Howard, the chair of the PDF, commented

The PDF relaunched the charter which sets the minimum standards of service that a retailer can expect from its supplying wholesaler in April last year.

The complaints process continues to be monitored by an Independent cross industry panel, the Press Distribution Review Panel (PDRP), which reports on all complaints which if not satisfactorily resolved can be referred to an Independent Arbitrator.

The PDF said there have been year on year increases in the volume of recorded complaints since the the relaunch.

Brian Murphy, head of news at the Fed said: “2021 has been one of change and greater retailer confidence in the processes used and, although we don’t want to see any complaints as it is a sign of service failure, the fact that the industry closely monitors and importantly reacts to complaints through a transparent, fair and defined structure is fundamental to supporting wider efforts in achieving the service levels desired.”

During 2021 the PDRP also started to track all complaints received prior to any formal escalation. The wholesalers are openly providing data on the number and type of informal which provides transparency and useful insight into the performance of the newspaper and magazine supply chain.

The impact of Brexit compounded by Covid-19 has resulted in the supply chain experiencing significant pressure, acutely compounded in the final months of 2021 through the widespread shortages of drivers.

Steve Cripwell, chair of PDRP said: “As the PDRP we were delighted with the new complaints process, it provides retailers with a simplified and speedier means of raising and resolving formal complaints.

“The combination of informal and formal complaints data puts the PDRP in a strong position to monitor retailer service provision across the supply chain and allows us to focus on areas of poor service delivery.”

Incoming PDF chair Simon Gage said: “It seems clear that we will continue to see pressures across all elements of the supply chain, in paper and printing materials, recruitment, fuel and energy costs as well as labour costs. In such a period it is important the PDF ensures standards of service are maintained or improved. Having revised the Press Distribution Charter and complaints process we will continue to make certain it is working for retailers and where shortfalls in service occur that there is a means for raising and resolving issues quickly and efficiently.

The newspaper and magazine market remains a very large and vibrant sector providing information, entertainment and enjoyment to millions of readers. As a supply chain there will always be challenges to overcome but we’re all reliant on retailers selling the titles to consumers. As PDF Chair I want to ensure that we are listening to the issues raised by our retailers and working to improve the service and performance of the supply chain to give them the best chance of selling the editions publishers have worked so hard to produce.”