Are delivery firms doing enough to accommodate consumers with disabilities or accessibility needs? Have you had a delivery nightmare with a particular courier?
We’re scoping a new investigation to find out whether couriers are doing enough to provide good and reliable service for disabled consumers.
Under the Equality Act 2010 delivery companies are expected to make reasonable adjustments to ensure customers with disabilities and accessibility needs can use their services.
But we’ve heard from a number of people who feel couriers are failing disabled consumers who might take longer to answer the door or might have specific delivery instructions.
If you’ve experienced problems, let us know in the comments below. We’ll use your experiences to help shape our research and hold couriers to account.
Are couriers doing enough?
We recently spoke to Simon (not his real name) who has experienced a string of delivery issues of late.
Simon told us:
My fiancee suffers from mobility and mental disabilities and feels most couriers don’t account for this.
Multiple times a courier will knock or ring the doorbell and before she even has a chance to get to the door will just leave the package on the floor, or leave entirely.
My fiancee feels annoyed and upset at times. I don’t know if it’s a training issue or a staffing and productivity issue but it is disgusting that disabled people aren’t given fair treatment.
Simon recently tried to complain to one of the couriers but found it difficult to get in touch with them.
Unfortunately Simon and his fiancee aren’t the only ones experiencing this type of service – we’ve heard from other consumers with similar stories of couriers not waiting long enough for them to answer the door, or leaving parcels in inaccessible ‘safe spots’, potentially putting them at danger.
We want to hear about the couriers who are failing disabled consumers so we can hold them to account.
Your rights to fair treatment
If you have a disability or accessibility needs, you do have rights under the Equality Act 2010 to ask couriers to make reasonable adjustments to ensure your parcels are delivered safely.
Citizens Advice also secured commitments from five UK firms (DHL, Hermes, DPD, Menzies and Parcelly), allowing disabled people to specify their needs to the driver making the delivery, and to publish detailed accessibility info online so disabled people can choose where they can pick up and drop off parcels.
But have you experienced issues with deliveries despite telling a courier about your disability? Do you feel your complaints or instructions have been ignored?
Let us know in the comments below if you think couriers should be doing more.
Have you experienced a delivery nightmare?
If you’ve experienced a delivery issue – whether it’s couriers not waiting long enough for you to answer the door or leaving your parcel in an inaccessible ‘safe spot’ – we want to hear your story so we can hold delivery firms to account.
Share your experience below to help inform our investigation. If you’d like to share a story privately, get in touch at firstname.lastname@example.org.