NEWSPAPER PUBLISHERS LAUNCH FASTRACK RESTITUTION

01-Sep-08

NEWSPAPER PUBLISHERS LAUNCH FASTRACK RESTITUTION

Publisher Fast Track Restitution was introduced in the UK on September 1 2008. The scheme will give retailers access to a fast and straightforward complaints procedure for late delivery of newspapers. In addition, it will provide retailers with the ability, where proven financial loss can be demonstrated, to receive restitution for persistent late delivery. All retailers will have easy access to complaint forms, and the scheme will be more efficient to administer than existing arrangements.

Mike Newman, Chairman of the NPA Circulation Executive Committee, said: “The NPA has for some time, been keen to introduce a complaints system for late delivery of newspapers which would allow retailers’ complaints to be dealt with swiftly, and in turn provide them with an explanation for the late delivery. The scheme will award restitution in line with pre-set guidelines.”

Restitution will be provided to retailers suffering persistent lateness by a specific title where there have been three instances of late delivery in a two week period (Monday-Saturday), or three instances of late delivery in a six week period (for Sunday newspapers). Each retailer complaint can receive up to a maximum of £30 per claim, which must be publisher specific. There is a maximum total claim of £3,000 per instance, covering all retailers.

Under ‘NPA Fast Track Restitution’, a retailer will also have the right to appeal to an independent Appeals Arbiter, against a publisher’s decision on a complaint. Graeme Thomson, former deputy circulation director of Mail Newspapers has been appointed to the position of independent arbiter.The arbitrator’s decision will be final.

A retailer can make a claim by contacting a publisher’s dedicated telephone hotline or by e-mail (see below). Complaint forms will also be available via wholesalers and the NPA.

Guardian 0207 134001 - 0207 134131 email: circdept@guardian.co.uk

Financial Times 0161 8349381 - 0161 8329248 email: fastrackclaims@ft.com

Independent 0207 293 3015 email not given

Mirror Group 0207 293 3015 email: mgfasttrack.mailbox@mgn.co.uk

Mail Newspapers 0845 0841001 email: fasttrack@dailymail.co.uk

Telegraph 0800 107 7715 email:distribution@telegraph.co.uk

News International 0203 060 1650 email: nifasttrack@newsint.co.uk

For more information on how the scheme click here.

Click here to read the Restitution Guidelines in full.

Click here for a diagram of the complaints process