Universal postal service order

Post Royal Mail Information for industry
Published: 28 July 2020
Last updated: 29 July 2025

As required by the Act, Ofcom made a Universal Postal Service Order in March 2012 to set out:

  • A description of the services that we considered should be provided in the UK as part of the universal postal service; and
  • The standards with which those services need to comply.

Universal Postal Service Order (27 March 2012)

This order sets out the scope of the universal postal service in the UK. It does not itself impose any obligation on any operator to provide services. Obligations are imposed on Royal Mail and other postal operators in the regulatory conditions imposed by Ofcom.

Ofcom has modified the Universal Postal Service Order, as set out below.

Order modifying the Universal Postal Service Order (December 2013)

Ofcom prepared an informal consolidated mark-up of the Order as amended by the December 2013 Order.

Order modifying the Universal Postal Service Order (July 2025).
This Order revoked and replaced another Order made in July 2025, in order to correct a clerical error.

Ofcom prepared an informal consolidated mark-up of the Order as amended by the July 2025 Order. 

Related content

The affordability of universal postal services

Ofcom has published a report detailing its approaches to, and its assessment and monitoring of the affordability of universal postal services. In its March 2012 Statement, which set out the new regulatory framework for the postal sector, Ofcom committed to give further consideration to its approach to affordability. The work forms part of Ofcom’s monitoring regime to track Royal Mail’s performance in respect of progress of efficiency, quality of service and affordability of universal postal services. The report explains Ofcom’s approach to assessing the affordability of universal postal services for both residential consumers and business. It presents findings following research to better understand consumers’ use of and needs for post, and how Ofcom will monitor the affordability of universal postal services on an ongoing basis.

Review of postal users' needs

Research conducted to understand the needs of residential and business postal users in relation to the universal service.

Review of postal users’ needs - A consultation document on the reasonable needs of users in relation to the market for the provision of postal services in the United Kingdom

Ofcom has published results from the most comprehensive research ever undertaken by the regulator into the needs of UK postal users. UK consumers and businesses benefit from the universal postal service, which requires Royal Mail to deliver to every address in the UK six days a week at affordable and uniform prices. Ofcom is required by law to carry out an assessment on whether the postal service is meeting consumers’ needs and must complete its review by 31 March 2013.

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