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Kecevied 2IOG Laylor
2e. Rushby
(met) CHARTERED ACCOUNTANTS
Blackburn House
32 Crouch Street
. 5 Colchest
Second Sight Support Services Ltd Co3 SHH
Tythe Farm +
Maugersbury Email: in 3
Cheltenham Web: www.taylorrushby.com
Gloucestershire
GLS54 1HR
Your ref: M009
Our ref: BO36
21st October 2013
Dear Sirs
Post Office mediation scheme - Mr V. K. Bajaj
We are writing in support of our client, Mr Bajaj, and his claim against the Post
Office. The points below are listed in accordance with your ten key questions.
1] The main cause of our client's loss has been failures of the Horizon system. In
particular there have been cases of errors appearing on balance reports produced by
the system of which some have been resolved by the Post Office and others have had
to be cleared by Mr Bajaj sending money to the Post Office to cover apparent
shortfalls of cash. These errors were compounded by the inability of the Post Office to
correct or investigate fully errors reported. The Post Office should have a log of all
the calls made. A list of ‘notable instances’ prepared by Mr A N Bajaj (father of the
claimant) is appended to this letter.
2] Incidents are first recorded in August 2004 and continued until May 2006 when Mr
Bajaj ceased to be the Post master at Torquay Road, Chelmsford.
3] Our client reported the incidents either through the Horizon helpline and to area or
regional managers. A list of some of the meetings is included on the appendix and
copies of some logged calls, printed on 16th November 2006, are also enclosed.
4] Many of the issues were not satisfactorily resolved at the time, giving rise to the
losses now being claimed, or were resolved by the Post Office without explanation to
our client.
5] The monetary value of the losses are the amounts declared in Mr Bajaj's business
accounts - £5,321 in the period ended 31st May 2005 and £10,938 in the period ended
31st August 2006 - plus legal costs incurred in this matter with Tolhurst Fisher LLP
of £2,731.25. The total losses are £18,990.
Director: Nick Taylor FCA THE INSTITUTE
OF CHARTERED
ACCOUNTANTS,
IN ENGLAND AND WALES
Taylor Rushby Limited
Registered in England and Wales
Company Number: 07160667
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6,7] Our client was not subject of any action as he was able to send money to the Post
Office to cover any apparent shortages.
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8] The errors can only be explained by the existence of inherent problems in the I
Horizon system which have been widely reported by other Post Masters. I
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9] Our client did request assistance from the area manager who was unable to explain
the errors that had appeared. Correspondence was then sent to the regional manager
and also through our client's Member of Parliament, Simon Burns. Our client also
engaged solicitors, Tolhurst Fisher, from whose copy letter of June 2007 and bill of }
June 2008 it can be seen were involved in considerable amounts of correspondence. i
10] No assistance was provided whatsoever.
Further to your additional points requesting more information:
1] Copies of some phone call logs are enclosed.
2] The Christmas Cards and Postage issues are the same as the philatelic items the
stock value for which dropped from £1,440 in week 15 (06/07/05) to £498.48 in week
16 (13/07/05) without explanation.
3] The missing cheques of £22,000 are presumed to have been resolved at the Post
Office. The discrepancy had disappeared in later reports but no explanation was
received from the Post Office. The figure of £3,800 is assumed to be a part of the I
£4,320.56 shortfall that was paid to the Post Office by our client. }
4] The £2,555.91 shortfall in November 2005 was paid to the Post Office by our
client.
Enclosed with this letter are the following:
¢ Noted instances of failures prepared by Mr A N Bajaj and annotated by us to
provide additional clarification of amounts.
¢ Copy of letter and bill from Tolhurst Fisher LLP.
¢ Copy of accounts prepared by Messrs Lall Ondhia, Chartered Certified
Accountants and Registered Auditors, showing the losses declared.
Copies of letters published on this matter.
Copies of helpline call logs printed in November 2006.
Other Horizon reports and contemporaneous memoranda from the period of
losses.
We would be very pleased to answer any further questions you may have. It should be
noted that, due to the length of time that has elapsed since these problems occurred,
not all the original paperwork is still available.
ours faithfully.........., ;
GRO
‘AYLOR RUSHBY:
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Notable instances (Horizon Malfunction) — No action taken by Post Office Ltd, in
spite of complaints through helpline and to the managers in writing.
1) 18.8.2004 System showed £20,000 surplus - for no reason - Teported, but no
action by PO Ltd.
2) December 2004 — Miss D South stated that £22,000 worth of cheques were
missing. Again Horizon fault, it went on multiplying when declared time and
again. It ought to have stopped stating already declared. Miss South promised
to get the mistake rectified. The actual figure of £3800 worth of cheques had
already been received by the clearing office. She was transferred by end of
December so nothing was done. Even if for instance, the cheques had been
lost in the post, then how is the Postmaster liable.
3) 26.1.2005 Auditors visited and recorded £4320.56 as shortage (It included it ~
appears the sum of £3800, cheques incorrectly on Horizon system missing) stg f°
The audit was told but no action taken and no subsequent response. No copy
of audit report was supplied. It may be worth noting that cheques are always
counted as cash. I
4) Week 15 6.7.2005 Philatelic items £1440.00 as stock. :
5) 13.7.2005 Week 16 (Balance) Mandy Lawless Area Manager attended and
noted that computer showed £18106.18 for cash overflow for the week, when
on the balance sheet it appeared £21395.00 the cash in pouches figures. The
mistake was located by the Manager but no action taken. In spite of that,
[3930 Fat had to be paid as shortage. Also in week 16 the philatelic items had
‘Deen reduced from £1440.00 of week 15 to £498.98 without any reason. Again
Horizon’s fault, thus, £941.52 went missing in the balance sheet. Copies of the
above accounts were supplied to the Area Manager on spot and subsequently
sent to Post Office Ltd solicitors as well. The Area Manager reported (A note
on the log-that Horizon faulty). But no action taken to rectify the situation,
either by the Area Manager or by Horizon System management
21.9.2005 Mandy Lawless phoned at about 1pm that Fujitsu had been notified 40
about shortages and complaints. But no subsequent remedial action taken or yet? W
notified.
17.11.2005 The system showed an error of £2555.91 as shortage for no ot
apparent reason, tried to contact Area Manager Mandy Lawless but without » vt att
success.
8) 18.11.2005 As per log we discussed the problem with the helpline but no
Tesponse.
9) 14.12.2005 £345 of postage disappeared from the system without any reason
as nothing has been remitted to Post Office Ltd. Copy of balance sheet with
the post office; no action and no response.
Note: For each and above date there is an entry in the log supplied by M/s Hugh
James, Post Office Ltd solicitors. It appears that they just acted as a transit post
without bothering to look at the logs. Had they spent some time to scrutinise the
log sheets, then the question of receipts would not have arisen because the copies
of the weekly accounts are already with the Post Office and have subsequently
been supplied to the Area Manager and through our own solicitors.
It appears that Post Office solicitors are bent upon dilatory tactics knowing
fully well of Horizon faults as an inefficient system. Nobody can claim that any I
system is infallible. I
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To show the breakdown and inefficiency of the Horizon system, the following
logs are worth notice
1. 2™ February 2005, counter printer jammed.
2. 17" March 2005, printer not printing.
3. 19" July 2005, complaint about special stamps missing, advised by helpline to
do all the normal checks to see if P.M. can find an error building up each
week.
4. 20" July 2005, caller sent back £34,000, snapshot shows £44,000. Difference
of £10,000.
5. 21" July 2005 P.M. wanted to speak to John Archer regarding Horizon system.
6. 22" July 2005, P.M. says his balance continuously shows the wrong amount.
N.B.S.C. P.M. is doing transaction correctly. All needs to go through N.B.S.C.
tier 2 before we can investigate.
7. 25the July 2005, spoke to helpline about Horizon system, P.M. referred to
NBSC, the call needs to go tier 2 before investigation.
8. Lisa Coldicott: P.M. states that he keeps having cash discrepancy and he has
called in several times.
9. 16 November 2005, P.M. states that he is having problems with branch
trading (4 weekly balance date)
10. 25" November 2005 “Maidstone area intervention office” P.M. has numerous
losses over months, he has made them good, he has £3000 shortage this
month. She (Mandy Lawless manager) claims that the system is wrong.
Since 25 November 2005, Post Office Ltd has refused to do any checks, least of it
having tried even once to check the Horizon system in this office. In spite of evidence
and statement from their Area Manager Mandy Lawless, log H144068
(15) The office has an ongoing problem with losses, which P.M. made good, it is now
in the hands of the solicitors. HSH will not do any checks.
4" March 2006, (Post Office was closed between 4.12am and 6.27am as per log)
(Problem critical event received for nod. No repeat events detected after re-boot early
in the morning.
Note: This re-boot was done from the Post Office side early in the moming without
the knowledge of the Postmaster till to date. Figures could have been lost or
incorrectly entered.
Two audits during 2005 and 2006
26.1.2005 — No copy of the report given to P.M. No breakdown of the shortages
supplied.
8" May 2006 — surprised at audit figures supplied after 2 months. The breakdown of
shortages is inexplicable. The audit report was proved wrong and incorrect by the
telief sub Post Master who found £653.50 as surplus in the cash account, and left ina
separate plastic coin bag, the day he left - to the auditors. This shows the unreliability,
untrustworthiness and bland auditors reports. It was on this auditors’ report of 8"
May, the Post Master was suspended and is still on suspension. His resignation still
has not been accepted, so he is legally entitled to his wages till Post Office determines
the question of his employment or in the alternative, accepts his resignation as valid
as from 1* June 2006.
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I think that Post Office Ltd and their solicitors had been given enough time, evidence
and opportunity to come to mediation during the last two years and settle the whole
matter, but it seems they are persistent in dilatory tactics. I sincerely hope that they
come to their senses, failing which there would be no option, but to file proceedings
against Post Office Ltd at their risks and cost. I
Yours Sincerely,
A.N. BAJAJ.
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List of known post-masters with “HORIZON” trouble.
-Wooodham P.O. County Durham. DLS 4UE.
‘Bow Burn P.O. Durham.
_ ‘Torquay Road P.O. Chelmsford. Essex.CM1 6NF.
P.O. Riven-hall---Colchester, Essex.
‘Barrow ford-P.O. 110/112-Gisdurn Rd., Rigby. BBN EKO
--Pen-wort Hill P.O. Preston.
. --- Small bridge P.O.
11. Harjinder Singh-----C/O Wood fines Solicitors-LLP.
12 Carshalton P.O.’s claim settled for £4000.00. to keep quiet.
13. H.N. Thomas --------Gaerwen P. O. Holyhead.
14. Dave:- Ferry Hill P.O. ferryhill, Co. Durham.
15. Mr. Glazer — Cherry William P.O. 4- Croft lane, LN3 4JE.
16. Lee Castleton----------1 the defendant in the present case.
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e-mail:
Your Ref:
Our Ref: SMB/aw//BAJAJ
Date: 11 June 2007
** June 2007)
‘Telephone
Direct Fax:
Dear Mr Bajaj,
Re : The Post Office Limited
Thank you for your. 7 June letter. I would draw yourvattention, for future reference, to the fact that my fax
1 anticipate that you may have-encountered some difficulty attempting to fax your
letter to me as you inadvertently:appear to have used our telephone number.
I note that you are sorry that Angéla/Noonan has now left: Unfortunately, she used to live quite near to the
office but she recently moved away/and. she found the journey into work to be quite difficult. She has,
therefore, moved to a more local firm. that you will'not, however, encounter any difficulties as a result
of Angela'sdeparture as I confirm that Ihave iniliarised myself fully with the file and, indeed, shall be
pleased to action your behalf in connection with this most interesting matter.
I have noted the efforts to which you have gone in taking on the Post Office not only on your own behalf but
‘on behalf of othi -Postmasters and I do hope that you continue the fight on your own behalf having
been so successful‘Oi-behalf of others.
As far as time spent by Angela is concerned, I confirm that, to-date she has in fact sent 56 letters. You will
appreciate that, of course, not only has Angela corresponded with yourself she has also corresponded with
the solicitors on behalf of the Post Office and with one or two solicitors acting on behalf of other Sub- f
Postmasters. In addition, she hast recorded 5 hours and 42 minutes on the telephone and I note that she
met with you on three occasions: 7" December 2005 (engaged 42 minutes); 25” January 2006 (engaged 1
hour) and 26" April 2006 (also engaged 1 hour). I do appreciate, of course, with the passage of time it is
easy to forget how much work has been undertaken but I can assure you that a considerable amount of
work has, in fact, been undertaken on your behalf and indeed the correspondence file runs into two I
volumes. I also confirm that the fees relate to work carried out exclusively on your behalf. Work on behalf
of Mr Bilku has been recorded separately and I also note that no work has been undertaken on your behalf
since Angela’s 19" February letter apart from a couple of chasing letters but that you have subsequently
confirmed that you no longer require the matter to be chased, being content to see how matters with Mr
Bilku progressed.
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TOLHURST FISHER LLP
= soLICITORS
Trafalgar House, Nelson Street
Southend-o1 1EF
. Telephone? H
DX 2811 Southend
www.tothurstfisher.com
INVOICE No.
DATE: 19 June 2008
SMB/aw/BAJ4-3
Re: The Post Office Limited
(24th August 2005 to 19th June 2008)
TO this firm's professional charges for acting on your behalf during
in connection with the above matter during-the-above period. -Fe--
include all correspondence sending 58 letters (engaged in
correspondence 7 hours and 36 minutes); all telephone
attendances (engaged on the telephone 6 hours); attending you on
7th December 2005 to take your instructions and advise (engaged
42 minutes); attending you on 25th January 2006 to take your
instructions and advise (engaged ‘_hour) and attending you on
26th April 2006 to take your further instructions and advise
(engaged T hour). To include perusal of your papers; all
Correspondence with the Post Office; subsequently receiving your
instructions to take no further action pending outcome of other
Claims against the Post Office.
2,750 I 00
VAT at 74% on same 481 I 25
Total £3,231 I 25
Less : received on account £500 _I 00
Total Due £2,734__I 25
VAT REGISTRATION NO. 250 6382 73
Tothurst Fisher LLP is a limited liability partnership, registered in England and Wales with registered number OC 326898 whose registered office is at
Marlborough House, Victoria Road South, Chelmsford, Essex CM1 1LN and is regulated by the Solicitors Regulation Authority,
A list of members is available for inspection at the above office.
Chelmsford Office: Marlborough House, Victoria Road South, Chelmsford, Essex CM1 1LN. Telephon
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KUMAR ENTERPRISE I
Profit and Loss Account
for the period from 1 June 2005 to 31 August 2006
2006 2005
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. £ £
Sales 18,463 15,128 I
Cost of sales 7.516 6411
Gross profit sr ae I
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. Other income/profits 46,622 47,314
Expenses I
Employee costs §,364 9,078 ?
Premises costs 22,038 14,304 I
Repairs 800 635 H
General administrative expenses 1,753 1,901 i
Motor expenses 3,179 2,257 '
Legal and professional costs 3,678 3,150 t
Post Office Shortages 10,938 5,321 4
Other finance charges 674 229 I
Depreciation and loss/(profit) on sale 1,745, 1,574 i
Other expenses 99 153 '
50,268 38,602 I
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Profit 7,301 17,429 {
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6 ~ SUBPOSTMASTER, December 2005
Peter Fishwick, Upton Heath Post Office,
Chester told us of his frustration when V11
documents are presented eaily.
DVLA do need to ensure that these
reminders are available to customers who
choose to license from the earliest
Opportunity and given the volume of
documents produced, Royal Mail are
authorised to commence delivery to
customer addresses from the 8th of the
month.
However, the good news is that DVLA
are planning to bring forward the first date
of licensing from the 15" of the month,
possibly to the 12") in 2006, and do not
intend to bring forward the delivery,
instructions. This should have a positive
effect in reducing the volume of customers
who attempt to re-license early and help to
flatten out the traditional month end peak
for re-licensing.
Mrs N K Seghal, Leamington Post Office,
Newcastle upon Tyne had experienced
problems with E Top-up.
The period for reversing an E Top-up or
£-voucher transaction, is set by the
networks. The: reason that the window is
quite short, is to limit fraud. If a customer
leaves the‘counter, a reversal should not be
attempted as the customer could have
accessed the credit, in which case, the
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reversal would not be honoured by the
network. If a customer has asked for the
wrong voucher, they should be referred to
their network to deal with the enquiry. We
are in discussion with all network operators
to ensure that they deal with customers
appropriately.
V K Bajaj, Torquay Road Post Oftice,
Chelmsford has had problems with
Horizon and certain transactions.
Post Office Ltd and all our suppliers are
keen to support the network. A Branch
Issues Manager from Fujitsu will be visiting
the branch to e: ie balancing
process works in Horizon and provide any
Sn the spot advice.
T J Andrews, Charing Post Office,
Ashford was concerned that the new
Branch Trading system would lead to more
@eeeeeeeeveenenen
rem out, sell etc. and all types have to have
the same attributes. The volume of each
line on the advice note should be checked
errors by putting stock on the Horizon against the physical product and the pick
‘system by volume and not value. list item on Horizon to ensure accurate
The change to stock by volume was _ input.
made to mirror other retail organisations. And finally, replies to this month’s letters
Post offices no longer need to undertake a__will be in the January 2006 edition of The
revaluation when prices change. The stock Subpostmaster.
item now only attracts a value when sold or
adjusted. Merry Christmas and A Happy New Year.
It would not be possible to re-introduce
the value without significant development John Rattle
costs. This is bécause products are linked Stakeholder Manager
to different transaction types e.g. rem i Post Office Ltd
90¢8010010d
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ayqi6y9 Ve pearsuy aiqefied st asa1aqur oN "winga1 xe1 snofi Uo Watp axePap 01 pad ,uOP Nofi pue ‘xeL sure
fnaRY euizind vixen Ba at iantin rsinien int anBinan am fn paling iene esis
6 - SUBPOSTMASTER, January 2006
V K Bajaj, Torquay Road PO, Chelmsford
had a number of questions regarding the
Restrictions policy.
If a subpostmaster genuinely has no control
over the private business transacted on the
same premises and a restricted product is
being sold on the private business, then Post
Office Ltd will re-evaluate the continuing
‘Suitability of those premises as a Post Office®
The enforcement and waiver policy
circulated to all subpostmasters and
franchisees clearly states what waivers are
available and what the conditions are for them.
‘Own-brand’ waivers are available for certain
products, subject to strict and stretching criteria
being met. While it may be the case that large
Operators are most likely to have own-brand
products, the own-brand waiver reflects the
large investment it takes to deploy these
products. Agents who have made significant
investment in their own-brand products cannot
be said to be free-riding on Post Office Ltd
investment or the Post Office® brand.
Our network of agency Post Office®I
branches is wide and very diverse, ranging
from tiny part time rural outlets to huge seven
day a week branches in very expensive
S01 Ene ime int in nt maBin tinmena Bin nee
locations. We need a full range of partners to
maintain that network, from the dedicated
independent through to the large corporate
retailer. The Restrictions policy is designed to
enable us to support this network.
David P Smith, Hi PO, Devon had
experienced problems with Horizon when
Performing a currency transaction.
Having investigated Mr Smith's
circumstances there was no fault found in
terms of the Horizon system creating
discrepancies. In this case, it is quite possible
that the wrong session ID was used to perform
the reversal. Three session ID's are created for
Bureau transactions. If you select the right
session ID (ending with a -2 eg. 1-53940-2)
when reversing a transaction, this will reverse
the transaction and margin values, which is
correct. If one of the other session IDs is
selected, ie. ending with a -3, this will only
reverse the transaction value and not the
margin.
And finally, Graham Johnson, East
, Rotherham has concems
with the changes in the electricity prepayment
cet.
There are many changes that are taking
Place in the electricity prepayment it, one
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azud fyyauow e ul ued ayer spuog
5 1eudeD pue xe] aLuoru yin Jo aay ase sazud ify ‘suerpen6 jebal s0 sjuaredpuesb
of them being a movement away from tokens
to smart keys. The development of Post
Office® Paystation has made it commercially
viable to develop key charging capability, on
the Paystation terminal. Key charging through
Paystation will be available early in 2006 and
British: Gas has signed up to use this service
when launched.
John Rottle
‘Stakeholder Manager
Post Office Ltd
Well
Dressed Winner in
Crown Your Colleague
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Go to specsavers
SIR - Who.is being shortsighted in. promoting
Direct Debit payment for the new Post
Office® products being advertised? I
appreciate this is the way firms and utilities
are forcing people to go.
However, no doubt the Post Office®
appreciates that by encouraging Direct Debit
it's not getting people into the post offices
and therefore we are unable to promote
further products. TV and newspaper
advertising is only competing with other firms
selling the same products. We have lost the
personal touch.
As with other Post Office® products they
come into the market too late. Selling to
subpostmasters and staff might satisfy the
Post Office® but does not keep a sub post.
office open.
Branch Trading
SIR - By coincidence I received the
November edition of The Subpostmaster the
same moming as my first remittance under
Braneh Trading. Having assessed the
qualities of this new system it was most
interesting to read the comments of T J
Andrews ‘arid I concur completely.
‘To now’ read the response of John Rattle
‘on behalt of the Post Office® is most
iNuminating. Is the Post Office® really
assessing and specifying software on the
‘basis of its comparability with that of other
many years: as an. itinerant contract
programmer (including a period ming
the predecessor to Horizon, ECCO) before
becoming a si aster, I cannot believe
it would take more than four or five man
weeks to make the necessary changes to
this programme to make our life so much
simpler.
took forward to hearing John Rattle's
comments on this.
Clive Rigby
Earby Post Office
Bamoldswick
Horizon problems
SIR - I read with interest V K Bajaj’s letter in
the November edition of The Subpostmaster.
Snap! We also have had several unexplained
losses over the last two years. We also got
the: same story from the Post Office®: “Just
pay up”. When it first happened I took it up
with my local Branch who bad had
No other reports of this.so we assuméd it was
just us and paid up.
Since our last’ big loss about:four months
ago I have been taking a 5 copy receipt of
every transaction, even if we only sell. a 1p
stamp, So that if needs: be we can check the
Horizon system. So far so good, nothing has
gone wrong. Now I do not know if the simple
act of producing a receipt makes the Horizon
system work properly or whether it's just luck,
but it’s worth a try.
Tom Hedges
Hogsthorpe Post Office
Skegness
fetters to the Edite
Tae Editor, Valwy
were fully aware of this and took this as a
challenge to build on the other products and
the retail side.
If anyone is so disinterested and
disillusioned with the Post Office® why do
you not sell up and get a salaried job? Many
of us have the skills to be able to gain
employment elsewhere. It may be difficult to
sell the business, but it is not impossible. So
all of you out there who do not want to work
for the Post Office® why not sell?
In future why not have a rule that to get a
letter printed on this page it must be finished
on a positive note.
Thomas Smith
Trebanos Post Office.
‘Swansea
Editor: Your last remark is a good idea and
all letters are welcome.
Commercial opportunities
SIR:- Please could I ask if you could publish
the: following information for me.
The: East Kent Branch of the Federation is
holding its next Branch meeting at ‘on
17 ie genuery 2006 at the Territorial Army
base, Sturry Road in Canterbury.
Fwould like to invite members from other
Branches to join us and take advantage of
listening to and speaking with Rod Stevens,
the Commercial Director of the National
Federation of SubPostmasters. Rod has
numerous business and commercial offers
that will help to make our post offices more
profitable and is willing to assist with any
problems that we may have.
if you need any further information or
require directions to the Territorial Army
Base, please write to me at Chilham Post
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‘ should be addressed ta:
Host Oltice, Castle lenace,
Dolwyddetan, Gwynedd, L125 UNI.
Hoste btinternet.cam
that I was responsible with. no
ind ft incoovelvable that nose sates are
not covered by Post Office Ltd — if this is the
case if may deter other offices taking the
open plan route and in the long term it may
be more commercial if a screen is
reintroduced over the open pian positions.
I would appreciate if Post Office Ltd could
explain fully as to why these safes are not
covered.
Malcolm Sharp
Mumbles Post Office
Swansea
Arap for the Editor
SIR - (would like to respond to two points
made in. the letters page of the last issue. I
felt that: ‘they ware dismissed rather
sarcastically the serious issue being
Firstly, sick pay. You say that self
Never get sick pay, which is
quite correct: However, what I do not
«- understand is, if we are not entitled to any
benefits, wy do we pay Class 1
‘A big issue is always made of
the fact il we are not employees of the
Post Orlice®. yet we pay Employee’s NI
contribution:
Secondly, eBay. I really do not think
anyone is complaining about eBay and the
business it brings. For most of us it brings far
more into our coffers than any new product
the Post Officé® has dreamt up. The problem
is postage labels. One day soon, I swear the
printer will be in the picturesque pond
opposite my office! It prints out so slowly it
would be quicker if it was clockwork, but the
worst thing is the failure rate.
At the end of the last trading period I had
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OHoee
Post Office Ltd cheek
SIR - Check this out for Post Office® cheek:
I telephoned the helpline to ask if I could
take a Gibraltar £5 note and I was told I could
and to REM it out as an unusable note.
Error notice arrived with the return of the
note. I telephoned to complain and am told
that while they:do have a record of my call, (I
have call reference number and name of
helpline assistant) they do not have a record of
the answer I was given, theretore my
complaint was not proven and I need to pay! I
am of course refusing. Typical of the Teflon
coated cowboys I have come to believe we
work for. Stinks doesn't it?
Branch Trading
SIR - This litte community post office does not
change to Branch. Trading until week 32 but,
from what I can see at present, there is one area
which puzzles me - The Transactions Report.
to enter onto Horizon
miscellaneous transactions such as Special
Deliveries, Airsure, Home Shopping retums, etc.
as soon as we serve the customer. This new
method requires 4 or 5 screen before
these can be recorded. Try doing that when
there is a queue trying to post mail before
collection time!
How is it that some transactions eg. Bureau
de.Change Pre Order appear automatically on
the transactions report as soon as they are
entered, yet others have to be entered
individually, manually and pronto? Is it really
beyond the capability of Horizon technology to
record all the required items automatically when
they are:sold, just as.it does with Bureau etc?
‘And.why on earth.do. we continue:to have to
waste' time and paper. ifiserting ‘zero’
i tr
Still trying to. understand the logic
‘calendar. looks’ like an‘improvement:on the last
" David P Smith .-
ett
Horizon shortages
—
SIR - I read with interest Mr Bajaj’s letter in
the November issue. I have also had
mysterious deficiencies including one of
£1,000.
I have also discovered one of the black
holes where the money goes! On
Wednesday 22 September I sold 1055
Euros for £750.64, for which the customer
paid by debit card. Having used the
Streamline machine, I accidentally finished
the transaction to cash (the multitude of
useless sales prompts may have
contributed). To correct the error I reversed
the whole transaction as an existing
transaction, and put it through correctly as a
‘streamline debit card transaction.
At the close of business I had 1055 Euros
more than the system said, so I adjusted the
‘stock accordingly. My balance for that week
was short by £30.so I put it in.
At some time ‘in.the next 24 hours, my
brain connected’230 short with the “turn” on
a sale of £750.46 worth of currency.
Investigation showed ‘this to be. correct, the
actual figure:is £32.87, which I had been
charged twice as: the original reversal had
only reversed the cash and not reinstated
the Euros.
I reported this to the helpline, ref:H142
68443, which was unable to do anything. I
have spoken to many Post Office® officials
in many different offices who all agree that
something has gone wrong, but fio one
Knows how to put it right. The really
disturbing thing is that several of these
Officials have adrnitted that mine is not an
isolated case but so far nothing has been
done.
How many other black holes are there in
the system, removing money-. from
subpostmasters’ accounts without.them
knowing?
Holsworthy Post Office
n
ORBEA Vania tan Lid
- Yéchoes. the views, of. many of-u:
Letters to the Editor should be addressed to:
The Editor, Dolwyddelan Post Offic
Dolwyddelan, Gwynedd, 1125 ONJ.
ets
years without a day off sick and'I'm sure I
am notalone.
We do:not receive a pension and are
therefore reliant on getting a decent price for
our businesses when we sell them on at
fetirement but this is being eroded by the
changes brought upon us by Government
making post offices much harder to sell.
We also have glitches in the system which
causes problems with Horizon, I had a two
week break in my supply meaning that I lost
about £50 in my salary plus however much
was lost from the retail side because people
did not come through the door for a fortnight.
BT denies responsibility although it was the
BT broadband supply which failed and the
Post Office® also denies responsibi
P A Watkins
Cilgerran Post Office
Cardigan
Rewards for being healthy
SIR - I'm disgusted with the story on the
front page of the Courier. I and many other
subpostmasters have worked for years
without taking any sick leave. Why should
postmen be bribed todo a normal working
Week? The total amount of the “share out”
£6,803,186 should make Royal Mail
ashamed.
Mrs R James
Framfield Post Office
Uckfield
Editor: Mrs. James,-we all know that self
employed people. cannot afford to be sick. -
Anyway, if we: had the inducement.POL.
wauld never cope with the cash they would -
have to pay out.
The mountain still grows
SIR:- On the subject of waste, the letter from
Margaret Boston in: the November issue _
et ithe sun
POL00108306
SUBPOSTMASTER, December 2005 -.7
Castle Terrace,
Christmas woe frustrations
SIR - I do wonder whether those responsible
for implementing procedures and services we
offer have ever served on the counter or have
any comprehension of what our customers
want and our counter procedures. I was under
the impression that all new products,
and services were either tested or
researched, to make sure whatever was
introduced would be operationally efficient or in
public demand.
The idea of selling High Street gift vouchers
would have been a winner. That was until I
read in the instructions for issue, “Ensure your
customer is aware of the £1.50 fee”. As far as
my office is concemed.I won't be selling any
because of this exorbitant fee. I have asked
* friends, family and many of my customers,
would be prepared to pay the £1.50 fee,
infact many thought I was joking.
The self adhesive Xmas stamps are very
popular, the overseas destinations, Europe and
eif-own dedicated stamp at the 20 and 40gm
at 40gms. Where is the £1.05p stamp?
Probably the second biggest seller for overseas
I estimate that 70% of my overseas mail
postéd goes to zone 1, I expect most offices
would be 'the same. So where is the £1.05p
‘stamp? Are you telling me nobody could work
out that this value would be in constant
demand all'the year round - it's hardly rocket
science! This is an amazing anomaly. Do those
responsible for the stamp values work part
time?.
I am considering this Xmas having seats and
magazines put in the public area of my office,
‘similar to doctors and dentists waiting rooms for
my. customers to wait patiently behind eBay
customers with all their packets and parcels as
donkey Smartpost plods on printing labels.
Hopefully I won't end up with any customers
lave: turned to skeletons whilst waiting!
Most give up and walk out’as they watch yet
another pile of packets appear from a bag for
posting. I do consider the actual principal of
Smartpost is great; like: a. Rolls-Royce; pity its
¥on.a moped engine. . iets
90€8010010d
POL00108306
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lo rage 1 or. I
Post Office Account NWB01 Archive4.1 on PH4PatNWB01 on I
hshpowemma msde01poadboe dunksa 30/06/06 ES] I
Call; GRC ) ©2002 Fuiitsu Services Limited i
Status: [Closed Opened: ITue 17 August 2004 09:55 Affected Site:[140114 i
Severity:]3B Closed: I Tue 17 August 2004 10:04 FAD/Path Code:I140114 i
Customer: ]1039 No. Counters:]3 I
Priority: [0 Local / Intermediate / Remote: IL CSR/Team:] GB082227 / HSHS I
Ee i
Caller Details '
Caller:Ipm Phone) GRO. i Site:[140114 i
Title:I Relief Login: Department: {
Caller 1D: Location: }
Call Problem Details 4
Product Type:I I Call Type:[S_] ProbType:] SD06 I Problem:] t
Problem Text:I pm has a frozen screen on node 2. t
Call Closure Details I
Closed: I 17/08/04 10:04 I Cause:[c21_ I Repair[Roa___ I Resolution: [RS14 i
Text: [Call Close by Anthony Vasse: caller hung up after refusing to do any further chocke. I
Call Asset Details '
Asset ID: Description: Serial No: i
Product: Riposte Description: Server Name, '
OT! Reference: Counter Affected:I2 Associated Reference, i
Call Activity Log t
lOPEN Tue 17 August 2004 09:53 by GB082227 / HSH5 Saved: Tue 17 August 2004 09:55 H
New call taken by Anthony Vasse: pm has a frozen screen on node 2. - I
Advice Tue 17 August 2004 09:56 by GB082227 / HSHS Saved: Tue 17 August 2004 09:56 I
No critical events on tivoli. i
MODIFY — Tue 17 August 2004 09:59 by GB082227 / HSHS Saved: Tue 17 August 2004 09:59 i
Call information modified by Anthony Vasse Title: from ‘pm’ to ‘Relief i
IAdvice Tue 17 August 2004 09:59 by GB082227 / HSH5 Saved: Tue 17 August 2004 09:59 H
the relief is not sure where the pmmc and pin nos can can be found, i
Training Tue 17 August 2004 10:00 by GB082227 / HSH5 Saved: Tue 17 August 2004 10:00 i
walked pm through a reboot of node 2. i
Training Tue 17 August 2004 10:01 by GB082227 / HSHS ‘Saved: Tue 17 August 2004 10:01 i
the relief refused to co operate any further and put the phone down.
CLEAR —Tue 17 August 2004 10:03 by GB082227 / HSHS Saved: Tue 17 August 2004 10:03
caller hung up after refusing to do any further checks.
CLOSE —Tue 17 August 2004 10:04 by GB082227 / HSHS Saved: Tue 17 August 2004 10:04
I
I
!
i
Call Close by Anthony Vasse: caller hung up after refusing to do any further checks. I
I
file://D:\Torquay Road\Call Details E-04081 70324.htm 16/11/2006
Call Details
EERE post office Account NWBO1 Archives on
GRO I
PH4PatNWB01 on
POL00108306
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vage 1 ort
OPEN Fri 20 August 2004 10:13 by uk952350 / HSH6
IOPEN_CALL_TS Fri 20 August 2004 10:16 by uk952350 / HSH6
Open Calls Troubleshoot (Affected ‘Site:140114)
Information Fri 20 August 2004 10:18 by uk952350 / HSH6
gateway is on please insert pmmc screen
Advice Fri 20 August 2004 10:19 by uk952350 / HSH6.
Advised to reboot
ICLEAR Fri 20 August 2004 10:19 by uk952350 / HSH6.
advised to power up gateway
CLOSE
Fri 20 August 2004 10:19 by uk952350 / HSH6
to resolve, ref offered
Call Activity Log
New call taken by Jordan Edgar: Joel NBSC- Pm has no online services,
Call Close by Jordan Edgar: online services down due to gateway bi
‘Saved: Fri 20 August 2004 10:15
Saved: Fri 20 August 2004 10:16
Saved: Fri 20 August 2004 10:18
Saved: Fri 20 August 2004 10:19
‘Saved: Fri 20 August 2004 10:19
‘Saved: Fri 20 August 2004 10:19
eing switched off, advised to power up gateway
H
{
hshpowermart2 msdc01poadb02 dunksa 30/06/06 & i
Call: ©2002 Fujitsu Services Limited I
Status:[Closed Opened: I Fri 20 August 2004 10:15 Affected Site:]140114 i
Severity:I3 B Closed: I Fri 20 August 2004 10:19 FAD/Path Code:I 140114 I
Customer: 1039 No. Counters:]3 I
ic I fiate / Re te: 5
Priority: 0 Local / Intermediate / Remote:IL _I CSR/Team:[uk952350 / HSH6 I
Caller Details }
Caller: Garo! Phone: _ I Site:]140114 I
Title: I Postmistress Logi Department: I
Caller I Location: I
a somone t
Call Problem Details
Product Type: IPTO3 [ Call Type:[N_] ProbType:[NDO2 I Probiem:]
Problem Text: I Joel NBSC- Pm has no online services,
bt cere arent
Call Closure Details I
Closed: I 20/08/04 10:19 I Cause:[cB4 I Repair:[R75 I Resolution: [RS14 i
Text:} Call Close by Jordan Edgar: online services down due to gateway being switched off, advised to power up gateway to i
resolve, ref offered I
Call Asset Details I
Asset ID: Description: Serial No: I
Product:I PATICLX365/400B] Description: [Multi Counter Gateway 400 - Live PO Server Name: I
Sites
Counter] 1 ‘Associated I H I
Reference: Affected: Reference: ]13453364 t
'
i
i
i
}
i
}
{
I
I
file://D:\Torquay Road\Call Details E-0408200321 chtm
16/11/2006
POL00108306
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i
Call Details! Page I ot 1 I
I
1
ERE 051 office Account NWB01 Archived.1 on PH4PatNWB01 on {
hshpowermart2 msde01poadb02 dunksa 30/06/06 E3] I
©2002 Fuiitsy Services Limited
Opened: [Fri 20 August 2004 11:05 Affected Site:] 140114
Closed: IFri 20 August 2004 11: FAD/Path Code: I PATHO39
PATHWAY No. Counters:[ 3
199 Local / Intermediate / Remote: IL CSR/Team:I GB082484/ SMC4
SEE nnanincllidid Se ses aarsihontemmm ee
Caller Details
Caller: [Davinder Rai Phone; GRO! Site:[140114 i
Title: [ash Login: Department:
Caller ID: Location:
. - = a t
Call Problem Details i
Product Type:[PT03 I Call Type:]P_ I ProbType:]PNO1 Probler i
Problem Text: [Fad non polling, please investiage. i
comes —o
Call Closure Details
Closed: I 20/08/04 11:48 I Cause:[cci I Repair:[RB1 I Resolution: [RSO8
Text: I Call Close by Clair Dowsett: Unable to reboot, site closed today
ta oo men a
Call Asset Details
Asset ID: Description: Serial No: I
Product: [PATICLX365/4008 Description: I Multi Counter Gateway 400 - Live PO Sites Server Name;
OT! Reference: Counter Affected:I 1 Associated Reference:
Cail Activity Log
JOPEN Fri 20 August 2004 11:03 by uk952604 / HSH7 ‘Saved: Fri 20 August 2004 11:05
New call taken by Davinder Ral: Fad non polling, please investiage.
JOPEN_CALL_TS Fri 20 August 2004 11:07 by uk952604 / HSH7 Saved: Fri 20 August 2004 11:07
Open Calls Troubleshoot (Affected Site:140114)
IContacted Fri 20 August 2004 11:10 by uk952604 / HSH7 Saved: Fri 20 August 2004 11:10 I
Pontacted po - pm is not in till monday - spoke to pm's father - who states that he is not able to reboot as he dont i
know how, i
Advice Fri 20 August 2004 11:12 by uk852604 / HSH7 Saved: Fri 20 August 2004 11:12 t
advised pm that i can walk him through the reboot Process - pm did not quite understand what i was Saying, as he
was not fluent in english.
[Access Times Fri 20 August 2004 11:15 by uk952604 / HSH7 ‘Saved: Fri 20 August 2004 11:15
0900 - 1730 mon - fri closed for lunch 1300 - 1400
IREASSIGN: Fri 20 August 2004 11:19 by uk952604 / HSH7 ‘Saved: Fri 20 August 2004 11:19
Call # E-0408200467 was Reassigned from Davinder Rai, Group HSH7 to Group SMC4
IOPEN_CALL_TS Fri 20 August 2004 11:48 by GB082484 / SMC4 ‘Saved: Fri 20 August 2004 11:48
Open Calls Troubleshoot (Affected Site:140114)
ICLEAR Fri 20 August 2004 11:48 by GB082484 / SMC4 Saved: Fri 20 August 2004 11:48
Unable to reboot, site closed today
CLOSE Fri 20 August 2004 11:48 by GB082484 / SMC4
Saved: Fri 20 August 2004 11:48
Call Close by Clair Dowsett: Unable to reboot, site closed today
file://D:\Torquay Road\Call Details E-0408200467.htm 16/11/9006
Call Details E-0408201231
four Pan Office Account NWB01 Archive4.1 on
hshpowermart2
PH4PatNWB01 on
msdc01poadbo2
dunksa 30/06/06
POL00108306
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vage 1 or
cE]
©2002 Fujitsu Services Limited
Status: [Closed Opened: I Fri 20 August 2004 18:22 Affected Site:I140114
Severity:]3 B Closed: IFri 20 August 2004 22:40 _I FAD/Path Code: I PATHoze
Customer: I PATHWAY No. Counters:I3
Priority:[0 Local / Intermediate / Remote:IL CSR/Team:[GB083727/ SMC1
== ee — — a
Caller Details
Caller: I Darren Dutton Phone: GRO Site: }140114
Title: I SMC Login: Department:
Caller ID: Location:
fenose a
Calll Problem Details
Product Call Type:]S ProbType:[SD11 Problem:
Type:
Problem I Critical event received for node H14011400101 on the 20-08-04 @ 16:04:40. Classification =
RiposteCloseMessagePort.
NT_Error, Source = KMRX,
Text: NTID = 786. Event text reads, ‘KMRX Riposte Error 1722. The RPC servers unavallache (0x68,
A)
ica,
Call Closure Details
Call Activity Log
Fri 20 August 2004 18:21 by uk082476 / SMC1
New call taken by Darren Dutton: Critical event received for node H1
Classification = NT_Error, Source = KMRX, NTID = 786. Event text reads, ‘KMRX Ripecte
‘server is unavailable. (0x6BA) RiposteCloseMessagePort.’
JOPEN_CALL_TS Fri 20 August 2004 18:22 by uk082476 / SMC7
Open Calls Troubleshoot (Affected Site:140114)
OPEN
JREASSIGN Fri 20 August 2004 18:23 by uk082476 / SMC1 Saved: Fri 20 August 2004 18:23
Call # E-0408201231 was Reassigned from Darren Dutton, Group SMC1 to Group SMC1
KEL Ref No. Fri 20 August 2004 18:23 by uk082476 / SMC1 Saved: Fri 20 August 2004 18:23
MWRIGHT1245K
information Fri 20 August 2004 18:23 by uk082476 / SMC1 Saved: Fri 20 August 2004 18:23
This error means that riposte may have failed for some reason. Check the event logs for the reason. If the error
occurs during a reboot of the counter or agent server then ignore the error for 5 misutes. Riposte can take a while to
validate its license. But if the error occurs and Riposte fails to reload, gather the evidence listed below, raise a call
through to the SSC then reboot the counter
ICLEAR Fri 20 August 2004 22:39 by GB083727 / SMC1 ‘Saved: Fri 20 August 2004 22:39
Node rebooted and monitored. Closing call.
CLOSE Fri 20 August 2004 22:40 by GB083727 / SMC1
Call Close by Steve Sherdel: Node rebooted and monitored. Closing call.
Closed: I20/08/04 22:40 I Cause:[c21__ I Repair:[R70__ I Resolution: [RSO2
Zext'[Call Close by Steve Sherdel: Node rebooted and monitored. Closing cal.
Call Asset Details
Asset ID: Description: Serial No:I
Product: [PATICLX365/400B Description: Server Name;
OT! Reference: Counter Affected:I1 Associated Reference:
Saved: Fri 20 August 2004 18:22
}401 1400101 on the 20-08-04 @ 16:04:40.
‘Saved: Fri 20 August 2004 18:22
Saved: Fri 20 August 2004 22:40
Error 1722. The RPC
file://D:\Torquay Road\Call Details E-0408201231 chtm
TAN 9ANG
I
I
EGER post office Account NWBO1 Archives.t on PH4PatNWB01 on
hishpowermart2 msdc01poadb02 dunksa 30/06/06
POL00108306
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Page I ott
Call ©2002 Fujitsu Services Limited
Status: I Closed Opened: [Mon 23 August 2004 16:56 Affected Site:] 140114
Severity:[3 8 Closed: I Mon 23 August 2004 17:01 FAD/Path Code:] 140174
Customer: [1039 No. Counters: I3
Priority: [0 __I__ Local / Intermediate / Remote:I L CSR/Team: uk952761 / HSH7
tale as oe cet ee
Caller Details
Caller: I mr bajaj Phone: GRO : Site:] 140114
Title: I PostMaster Login: Department:
Caller 10: Location:
— a
Call Problem Details
Product Type:] I Call Type:fs I ProbType:]SD08 T Probl
Problem Text: I manual call logged : pm is rebooting and has the lost pmmce activated
= ve omnes —
Call Closure Details
Closed: ]23/08/04 17:01 I Cause:]c21__ I Repair:JRe0___ I
Resolution: IRS14
Text: {Call Close by Nicola Aitken: manual call logged : pm is rebooting and has the lost pmmc activated,
OPEN Mon 23 August 2004 16:54 by uk952761 / HSH7 ‘Saved: Mon 23 August 2004 16:56
New call taken by Nicola Aitken: manual call logged : pm is rebooting and has the lost pmmc activated
information Mon 23 August 2004 16:58 by uk952761 / HSH7 Saved: Mon 23 August 2004 16:58
manual call logged : pm is rebooting and has the lost pmmce activated
Advice Mon 23 August 2004 16:58 by uk952761 / HSH7
advised pm to cancel and Carry on as normal
information Mon 23 August 2004 16:59 by uk952761 / HSH7
Pm has entered pmme and pin and is hppy to continue, ref offerd
ICLEAR Mon 23 August 2004 16:59 by uk952761 / HSH7
manual call logged : pm is rebooting and has the lost pmmc activated, a
has entered card and pin and is happy to continue
ICLOSE —_ Mon 23 August 2004 17:01 by uk952761 / HSH7 ‘Saved: Mon 23 August 2004 17:01
Calll Close by Nicola Aitken: manual call logged : pm is rebooting and ha
and carry on as normal, pm has entered card and pin and is happy to continue
‘Saved: Mon 23 August 2004 16:58
Saved: Mon 23 August 2004 16:59
‘Saved: Mon 23 August 2004 16:59
advised pm to cancel and
carry on as normal, pm has entered card and pin and is happy to continue
suomi occas —— ——
Call Asset Details
—
Asset ID: Description: Serial No:
Product: I Riposte Description:I Server Name:
OT! Reference: Counter Affected:I3 Associated Reference: [2008490008
Call Activity Log
idvised pm to cancel and carry on as normal, pm
s the lost pmme activated, advised pm to cancel
file://D:\Torquay Road\Call Details E-0408231802.htm
VesAtAaAne
POL00108306
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{
j
i
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}
Date 2005 i
ater 22-Aug-
Title: Cash Aecount I
Front Post Office Ltd '
HBS 338 - Cash Account Week 22 Balancing - 22 i
August 2005
Due to a major systea failure that affected the
whole of Royal Mail Group, it is vital that
it week 22 Cash Account is leted between
juesday 23 August and Monday 29 August 2005. I
-,
if i do not understand this nessage call NBSC
on 0845 601 1022, selecting option 3.
Dates 05-Aug-2005
Titles Automated Payments
Frow# Post Office Ltd
MBS 323 - Automated Payment
‘eport and Cash
oe see Declaration screen - 05 August 2005
Dates Tet rections As a result of the current Hori
firsts ‘ent Horizon upgrade, th i
Fron Post Office Lid ns - 18 daily futoesta Payments tad tPraguees a?
include fed Payaents CAP] report it will
; ial Redirection i i
snes and Soci last Cet Aceon gies Completed since the
e.
BS 335,- Bus
August 2005 hat due to a systems 0 produc imeaneny take veer
; tha
advise custonens ications for After the fi i
oeure within Royal Mails tons way NOt "4 following they irda al Praeure uate cut-off
wusiness and eo ed I five-day period. reports will only contain easter daily i fe
busines yin at day as normal. This wi] ieate or
11 be back affect : will not duplicate
a sat the oysters ety Be aarecty 3 apt ansactions undertaken duhing the
‘of business Hon¢
full aperation by Ghost tiraed by Memoview on
full oe Also when lo
t
I
aging onto ¢
20g onto the Horizon syst
august, ; after the upgrade, You 4 na 1
and a T tay be asked to mak I
Please note Royal ail Colne tented by this Gah Alario ‘te Eg fo pi 4 mies” I
ilies a . este, ee PeTOpriate cash Heures seein i
ie swith an this only occur when you #1 i
vant to proce 4 oyron after the upgrade and wiil oy {ats I
ue ute aoa ere PA Msn age AH amd AT ap og
al en.
i 508
Formation pleas"
tustomer Helpline.
; Tf you do not understand.+h
} contact i. ae
this aaessage call seems *{_GRO
Jecting option 3-
message pli
H selecting option
TE you go-nok..
NBs
POL00108306
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POL00108306
POL00108306
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ek Wa, le fe preararte u Wes. perce . fw vo Appr Atta © 39
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/
Date: 19-Jan-2006
Title: SaartPost
Front Post Office Ltd
MBS 015 - Quantity function button in SaartPost
- 19 Jamary
Using the quantity function button in
Suartposte” y
The recent Horizon update has caused a probles
with the quantity function within Saartpost,
which has meant accurate revenue data is not
being captured on postage labels produced.
Until further notice do not use the quantity
button on Saartpost transactions which will be
settled to postage labels. Please input these
postage label transactions individually.
We are working with Fujitsu to remedy this as
soon as possible, and will advise with another
Mesoview when the quantity button can be used
again for Saart transactions being settled
to postage labels.
Smartpost transactions using the quantity
button that are settled to postage stamps are
not affected.
All calls iously wade to HBSC on this will
now be closed. Y
If you require further information about. this.
_nespane please contact the NBSC on!
and select option 3, we
POL00108306
POL00108306