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Local Post Office
Branch (Post Office
Limited Cash)
Operations Manual
In Commercial Confidence
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Table of Contents
di PULPOSE ...sccccssecerecsecnrsssseesseesccceeeseeeneeseeaneseeeeeeeeseeseeeneeeeeeneeaneesseeseeeseesseeseeeseenes 5
2. Roles and RESPOMSIDINItICS.........cceeesseeeesseeeeeeeeeeeeeeeeeeeeeasaeasseeeeeeseeeseeeeeeeseeeeeaaeenen 5
3. How does a Local (Post Office Ltd cash) Post Office Ltd Branch Work? .......ccceeseeeeeee 5
4. Standards and products
4.1 Postmaster's responsibilities
4.2 Customer Service Standards
4.3 Serving CUSCOMETS ........ssseeeeeseeeseeeeeeeeeeessneeeneeeeeeeeeeeeeeeeeeseeessaaeeeaeeeeeeeeeee® 7
4.4 Customer enquiries and complaints/Opening HOUFS ........cssssseesseeeeeeeeeeeeeees 10
4.5 Financial Services and Travel insurance - enquiries and complaints............. 11
4.6 Post Office Ltd HomePhone and Broadband - enquiries and complaints ...... 11
4.7 Mandatory LeaQets cacicss sccossss seswess sameness crweesss oweves si neevis t oexweee sceewwes teasers 11
4.8 A Frame (if USCC) .....eeeeeeeteeeeeeeeeseetteeeeeeeeseeseeeeeeeeeeeeeeeeeeeeeeeesaeeeeeeeeenees 12
4.9 Leaflet Holder AS ........ccccssseeeeeeesssssreeeeeessssssseeeeeeeeeeeeeeeeeeeeeneaaeeeeeeeeenees 12
4.10 Keeping leaflets Up to date ......sseccesseeseeeesetseseeseesessssesssssessseaesesesseaes 12
5: Equipment for a Local Branch
6. Testing of Electronic Scales And Alarms......ccccscssscceeecesssssseeeeeseessseeeeeeseeesseseeeees 14
7. Registration of Assistants .
8. Training of Manager and ASSiStants ........sccssseseeseesessereesssseeseeeesssseeseeseeseseeseeaeees 15
9. Management of Stationery, Value and Non Value Stock and Leaflets... 17
Qed SEGUPIEY. insse spisnidn oe snaioniu sv icnioe oo aistealo su ninns sv avail n susnsle na nlutenie 6s sieisigu oe cniniots wn xvetsle ng 17
G2 SUALIONGNY 1 nccccssscccwsssscnsnnessanmenosssccenastanussessancenssdiastine ssuceenanscmmeessinessaess 17
9.3 Value ANd Non Value Stock .....:scccssecssseeessteecssseesseesesseeeeseeeseeessseeeeaeees 18
9.4 Methiod Of DElIVERY weiss senness sinmwees sesteenss somes caseeass santas ssnnewasscamenssasavensas 18
9.5 Accepting a Cash or Value Stock Aelivery......cccccceeeeeeseeeeeeseeeeeseeeeeeneeeeeanees 18
9.7 — CHECKING & ELIVETY ......ccsssseccceeeessenteeeeeesesssseeeeeeeeeeesaeeeeeeeeseesaeeeeeeeeeees 18
9.7 Liability for and Title in cash and stock..
9.8 Recording Value Stock or Cash ON HOFiZON .....cceeeceeeeeeeeeeeeeseeeeeeeeeeeeeeeeeeeees 18
10. Customer Deposits Accounting, Balancing and Cash Management
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10.1 Cash Transactions, Deposits and Withdrawals (branches with an open plan or
Screened Integrated Local Format (SILF) working position) .........s:sseeeeere 19
10.2 Cash Transactions, Deposits and Withdrawals (branches with a Fortress position
OP @ GIFO Pay WIKOW) es «sewers ss sermeesss ssw a cenwees canine sc amwens os seme scaseawe a siaweun es 19
LOS) ACCOUNEING, s.cuisnesscnsecene vevsness cusnvessvveseeds eninanossivesensd vosenn soocainnn se cenews si seeeaes 19
L064 Balai ess cxtvirne ss cmweap oc cowates 54 onvine ss emeus #5 enwwine ss ancrens a convinn ao enunin se eutvwes ss coremn is 20
10.5 Recording, provision of information, accounting and settling
10.6 Cash and Stock .....csccsccsesssesssteeesseessneeessieeesseessseessneessneessseessseeesnees 20
10.7 Recording, provision of information, accounting and Settling .........cccceeee 21
11. Reporting Robbery/Burglary ........cccsssssssssesseeeeeeseeeeeeeeeeesseeeeseeeeeeseeeseeeeeeeseeeeaaees 21
12. Mall iss s sawneesssemenans sasninsoes onsens a sien os dunes seweneie bs sosuawaeesunieweasoswanes semaine osannwesssemewnesss 21
12.1 Storage and Collection ........cscccccccccssssseesssnssssseesecescessesseeeeeeseeaneeeseeseeeses 21
12:2 A Mall SQQFEQ aT ON eesaces coscssss acswaessmenes oc cmewaessaweves ss veevin t senweee seeeweee tsaeerane 22
12.3 Postmasters’s Responsibilities
13. Datta Protection ......::ccccssccesseeesseeesseeesseeeeseeenseeeesieeeeseeeesseeessseesenreesseressoeeeses 23
13.1 Freedom of Information.......cccccccccssseeeeeeeststeeeeeseeeseeeeeeeeeeseeeeeeeeeeeeee 24
14, Contact With CleONts.......:ceeecceeeeeeeeeeeeeeeeeeeeeeeeeeteeeeeeeeeeeeeeeeeeeeeeeneeeeeeeeeeenee 25
14.2 Enquiries from potential Clients ........::ccceceeeessteeeeeeeeeeteeeeeeeeeesseeeeeeeeeeees 26
15. Intellectual Property .
15.1 Licensed Materials ........::cccscecsseessteessseessseessseesssseessseesssaeessseeesniaeesnaees 26
15.2 Installation and Display of Licensed Materials and Advertising .........ccccecee 27
15.3 Advertising or Promoting the Basic BUSINESS ........:sscseseesesseseeseeseeseneeseeaes 28
15.4 Using the Post Office Ltd 10g0........scsssseeeeeeeeestteeeeeeeeesneaeeeeeeeesseeaseeeeeeseees 28
15.6 Intellectual Property Rights Acknowledgement ..
15:7 Samples off MaterialS\as ss sseswsss snnnisscwwens ssvevenes anewasss envwus ss ennas seawvews ss unvemn ie 29
L5/8 EMQUiPi€S .u..-snsasenscimnnesssnenseessuuinen caches esnenson:sisapiaesssaeisenerussisuaenasionsssrspae os 30
15.9 Health and Safety.......ccccssscceceessssssseeeeeeessessseeeeeeeeeeeeeeeeeeeeeseeeeeeeeeeeeees 30
16. Political ACKIVILIES ..ccsssssscccccccconnsesanensersanceannssonnnsas unease cencensssennnnascondeonsancennnne 30
17. Equality Policy/Manual
18. Confidentiality and contact with the Media .........ccccecceeeeeeeeeeeseeeeeseeeeeueeeeeeeeeeeeees 32
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19.
20.
21.
22.
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Additional REqUuireMent ........ccceceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeaaeeeesaeeeesaaeeeeaaeeeseneeeeenee 33
Provision of the official Branch telephone line ........ccccceeeeseeeesseeeeeeseeeseeeeeeeeeeeeeaees 34
PSYSALION™ is cvesissssicnsesssnewas ti cecewas soairens sissies i secvnes Futian ieceena ts excep se anees TE RESON E 35
APPENAIC]S.. .. weesvsscusinnessseseees aswoneinss cusses i vveceed > wetinuou.lesen si sesien én osainnn de wwe vi ceoeaens 35
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1. Purpose
The purpose of this Manual is:
1 to provide Postmasters with information and support that they will require for operating
a Local Post Office Ltd Branch; and
2 to explain Post Office Ltd’s requirements and instructions relating to accounting, security,
cash funding, ordering of products, safeguarding mail, training, disability issues,
registration of Assistants, health and safety and information security including data
protection issues.
This Manual is the first point of reference on most topics but where necessary it will direct you to
other manuals/sources of information.
Unless expressly specified, any use of “Manual” is intended to refer to this document only, and
not the wider definition of “Manual” used in the Local Post Office Agreement. Unless otherwise
specified, other capitalised terms used in this manual (e.g. Postmaster, Customer, Assistants etc,)
are as defined in the Local Post Office Ltd Agreement (which will be referred to in this Manual as
“the Agreement”).
The operating instructions contained within this Manual may be revised and updated by Post Office
Ltd from time to time in accordance with the Agreement.
2. Roles and Responsib'
ies
The Postmaster will be required to use this Manual in conjunction with other relevant manuals
referred to in the Agreement to train Assistants who will be involved in operating the Branch to
the same standard as the standard of training received by the Postmaster from Post Office Ltd.
The Postmaster shall provide Post Office Ltd with a suitable email address for any day to day
communications from Post Office Ltd in relation to the Branch (and shall inform Post Office Ltd
promptly of any change in such contact email address from time to time). The Postmasters will
ensure that such email account is accessed by himself or a Manager on each day which the Branch
is open.
The Postmaster shall register with “Grapevine” (Post Office Ltd’s d. gence service)
as soon as is reasonably practicable. This may be done by calling ¢. or accessing
the Grapevine website (www.grapevine.co.uk). Registering with Grapevine will enable Post Office
Ltd to contact the Postmaster in relation to any security issues affecting the Branch or the
Network.
3. How does a Local (Post Office Ltd cash) Post Office Ltd Branch work?
This type of Branch will usually operate from the retail counter of the Postmasters’s business
without the need for a dedicated separate Post Office counter and without dedicated Branch
Assistants.
The Products and Services offered to Customers in the Branch are listed in the Fees Booklet. They
include products and services from Post Office Ltd’s major product groups e.g. mails, government,
banking, payments and, as well as those that can be transacted relatively easily from a retail
counter without dedicated Branch Assistants. The Products and Services described in the Fees
Booklet may be varied by Post Office Ltd in accordance with the Agreement.
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4. Standards and products
4.1 The Postmaster shall:
1. give Post Office Ltd at least 6 weeks’ written notice of any change to the opening hours
of the Basic Business which are in excess of the Minimum Hours;
2. only change the opening hours to be less than the Minimum Hours with the prior
written consent of Post Office Ltd;
3. clearly and prominently display in the window of and elsewhere in the Branch
Premises, in the form approved (or provided) by Post Office Ltd, up to date notices
indicating the opening hours of the Branch, the Products and Services available, the
location of the Post Office Service Point(s) and any other relevant information required
by Post Office Ltd;
4. ensure that Customers can pay for other goods and services at the same time as
paying for the Products and/or Services. The Postmasters may treat such transactions
separately but the Customer does not need to queue again and does not need to be
dealt with by a different sales assistant;
5. permit Post Office Ltd to speak and/or write to Customers about the services being
provided by the Postmasters so as to ensure that the standards associated with the
System are being achieved and maintained;
6. use only such stationery and other documentation in its dealings with third parties in
connection with the Branch as Post Office Ltd shall provide or approve.
The Postmasters is permitted to provide the Products and Services from the Branch Premises
but not from any other location (unless otherwise agreed in advance in writing between the
Parties).
Post Office Ltd has the right to enter into contracts or arrangements with Clients for the handling
of Products or the supply of Services by the Network (including the Branch) on such terms as
Post Office Ltd considers fit. Post Office Ltd retains the discretion as to where within the Network
particular products and services are offered.
The Postmasters shall:
1. offer for sale or provide in the Branch all those Products and Services that the
Postmaster is authorised by Post Office Ltd to sell or provide, but no more than those
Products and Services which it is authorised to sell or provideat the Branch. The
Products and Services that the Postmaster is authorised to sell or provide shall be
those for which a relevant icon is visible on the Horizon system;
2. order the Products in good time in accordance with the timescales and guidelines
provided by Post Office Ltd to meet Customer demands for those Products from the
Branch only;
3. not transfer or sell (either to itself or to any third party) any Product for subsequent
resale in any retail outlet belonging to or operated by either the Postmaster or by
any business or company connected with the Postmasters or by any person on behalf
of the Postmasters or such a business or company. Post Office Ltd will deduct from
future payments to the Postmasters any fee paid by Post Office Ltd in respect of such
prohibited sales or transfers;
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4. obtain supplies of the Products and other items (which the Postmasters is required
to use in the conduct of the Branch) from Post Office Ltd upon Post Office Ltd’s terms
of business or Post Office Ltd’s approved supplier on the terms of business of that
approved supplier. All Products supplied by Post Office Ltd to the Postmasters shall
remain the property of Post Office Ltd or, as the case may be, the Client, until dealt
with by the Postmasters in accordance with the Agreement, and the Postmasters
shall, on request, and at its own expense, return to Post Office Ltd (and/or to any
supplier or Client) all stocks of the relevant Products in its possession. Alternatively,
at Post Office Ltd's request, the Postmasters shall make the relevant Product(s)
available for collection by Post Office Ltd;
The future of both the Post Office Ltd network and those who work within it depends on
developing and maintaining long term, profitable relationships with our Customers. Over 20
million Customers visit Post Office Ltd branches each week, and every one of them has a right
to expect to be treated politely by well presented, friendly and knowledgeable Assistants, who
are keen to meet their needs, in a clean and tidy environment. All who work in Post Office Ltd
branches have an obligation to ensure that these expectations are met, and to take pride in the
service given. Delivering a great Customer experience, and ensuring Customers receive the
standard of service they expect from the Post Office Ltd network is key to retaining Customers
and maximising sales. Maximising sales to Customers, such as by cross- selling relevant products,
is vital to our success.
4.2 Customer Service Standards
Post Office Ltd shall provide:
1. a helpline to enable the Postmasters to consult with Post Office Ltd in relation to the
running of the Branch. The helpline contact number and opening hours are set out at
Appendix A of the Manual; and
2. the Postmasters with stocks of Products and documentation to use in the Branch.
4.3 Serving Customers
The Postmasters shall:
1. follow the security procedures for cash and stock as detailed in Post Office Ltd Security
Operations Manual
2. protect the confidentiality of any Customer information in accordance with the Agreement;
3. ensure that the queuing time for each Customer is kept to a minimum and no more than
five minutes
The following table further sets out the customer service standards. The Postmasters shall
ensure that they and their Assistants meet or exceed these expected standards.
The standard This means that
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Greeting
Every Customer receives a
warm and friendly verbal
greeting before the beginning of
the transaction
The person serving greets
each Customer in a polite and
friendly way before the
beginning of the transaction
e.g. “hello”, “how can I help
you?” and if immediate
service cannot be provided,
demonstrates that they value
the Customer's time by
positively acknowledging the
Customer’s wait e.g. “thank
you for waiting”
Eye Contact
Every Customer is
acknowledged with eye contact
at the beginning of the
transaction
The person serving shall look
at the Customer, and try and
make eye contact and a smile
before starting to serve each
Customer.
Attention given
Every Customer is given full
attention throughout the
transaction, and the Customer is
treated with courtesy,
apologising shall the person
serving be distracted.
Research shows that talking to
colleagues whilst serving is a big
driver of Customer
dissatisfaction.
The person serving displays a
friendly and professional
attitude and pays full attention
to each Customer that they
serve from the time they leave
the head of the queue;
The person serving gives full
attention and priority to the
Customer being served. No
Customer shall be kept waiting
at the counter while the
person serving completes the
previous transaction;
If the person serving is
interrupted by a colleague/
another Customer during a
transaction they shall
acknowledge the
inconvenience to the
Customer and make an
apology;
The person serving provides
an explanation to the
Customer if there is a need for
them to leave their counter
position, e.g. to obtain a form,
or to consult a colleague about
the transaction.
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Meeting Customer I Every Customer is given an I The person serving shall:
needs accurate and expert service that
fully meets their need e ask relevant qualifying
questions to understand the
Customer’s need;
e use active listening skills and
demonstrate they understand
the Customer’s need e.g. by
paraphrasing the conversation
or confirming the Customer's
request back to them;
« tell the Customer about
relevant options to meet their
need and, where there are
several options available,
explain the different service
levels and prices.
* ensure that the Customer gets
the right product or service to
meet their need, or a suitable
product if there are several
options available;
e transact the product correctly
through the Horizon system,
making sure that the
Customer understands the
price of each element before
completing the transaction of
the product;
e give the Customer any
relevant post sale or
transaction information; and
* ensure that the Customer's
need has been fully satisfied
and enquire if the Customer
needs anything else, e.g. “Is
there anything else I can help
you with today?”
Additional Help I Once the Customer’s initial need I The person serving shall:
and Sales has been met the person serving
shall help them identify any e offer products and services
additional relevant needs and which may better meet the
make them aware of appropriate Customer’s needs than the
service they have asked for
and explain why this would be
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products and services which may
meet those needs
This will help to maximise your
sales
a more suitable product/
service and explain any price
differences;
not give advice and
recommendations in relation
to financial services or
telecoms products;
ask the Customer relevant
questions during the
transaction to understand any
further, associated needs we
may be able to help them
satisfy; and
make the Customer aware of
complementary products and
services and their prices
Closing comment
Every Customer is given a
friendly closing comment at the
end of the transaction
The person serving politely
acknowledges the Customer
when the transaction has been
completed e.g. “goodbye” and
“thanks”.
Name badge The name of everyone serving e The person serving displays
Customers is visible to their name badge on their
Customers at all times person at all times.
Appearance Everyone has a _ smart I Everyone serving Customers shall:
appearance
Dress in smart wear at all
times
Only wear Post Office Ltd
approved badges, or ones
from other reputable
organisations (e.g. British
Legion or Round Table).
4.4 Customer enquiries and complaints/Opening Hours
For any general Customer enquiries that cannot be dealt with by the Branch,
Customers shall be given the Post Office website address so that they can complete
the necessary form and submit when completed. If the query is relating to a
transaction and can’t be resolved by using the Horizon Online Help, then the Branch
shall contact the Branch Support Centre (BSC) for further advice, and quote that
they are operating a Local Post Office Ltd Branch.
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The Postmaster shall provide an excellent service to its Customers at all times. If
something goes wrong and a Customer wishes to complain, the Postmaster shall,
as a representative of the Post Office Ltd brand, deal with the complaint in a
positive, confident and professional manner. If the Customer has a complaint, the
Postmaster shall give the Customer the Post Office External helpline number found
at Appendix A.
Customers expect Post Office Ltd services to be accessible at a time convenient to
them and have a right to expect Post Office Ltd branches to be open in accordance
with their advertised opening hours. The Postmaster shall offer Post Office Ltd
products and services at all times when the Basic Business is open.
An notice detailing the opening hours of the Branch shall be kept permanently on
display at the Branch and shall display the Branch opening hours being the same as
those of the Basic Business, which shall be at least those specified in the Agreement
as the Minimum Hours.
4.5 Financial Services and Travel insurance - enquiries and complaints
For all enquiries relating specifically to a Post Office Ltd Financial Services product
or Travel Insurance, the Customer shall be referred to the appropriate financial
services contact centre as identified within the Here to Help leaflet whi
ordered by contacting Branch Support Centre Stock Queries Team on!
i For all enquiries on a product, the Customer shall be referred to the pi
brochure.
Alternatively, if the Customer wishes to send their complaint in writing to the Post
Office Ltd Financial Services Customer Care Team, you shall provide the Customer
with the address details. Neither you nor your Assistants shall seek to become
involved in resolving the complaint for the Customer. All complaints will be handled
in line with the regulations set out by the Financial Conduct Authority (FCA).-
4.6 Post Office Ltd HomePhone and Broadband - enquiries and complaints
For enquiries and complaints relating to Post Office Ltd HomePhone and Broadband
the Customer shall be referred to the Post Office Ltd HomePhone and Broadband
Customer Services call centre as identified in the Post Office Ltd HomePhone and
Broadband leaflet. Customers can register their complaint either by telephone or in
writing. Neither you nor your Assistants shall become involved in resolving the
complaint for the Customer. All complaints are handled in accordance with Ofcom
guidelines as detailed in the Post Office Ltd Home Phone and Broadband Code of
Practice.
4.7 Mandatory Leaflets
There are a number of leaflets that all Post Office Ltd branches shall have available
in reasonable quantities. These shall be on display so that Customers can help
themselves to a leaflet but if this is not possible they shall be held at the counter
and given to Customers on request.
An initial supply of leaflets will be delivered to the Branch. It is the responsibility of
the Postmasters to maintain leaflet stock levels after this, making sure up to date
information on Products and Services are available for Customers. Leaflets, forms
and posters required for use in the Branch shall be ordered from Swindon using the
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process and within the timescales notified by Post Office Ltd to the Postmasters,
and using the Branch code and delivery address.
Please refer to “Ordering Stores and Stock” Operations Manual for full instructions,
including procedures on non-delivery and emergency ordering. This can be found
on Horizon Online Help and Branch Hub.
4.8 A Frame (if used)
Campaign posters shall be displayed in the A Frame to support sales and marketing
initiatives. Focus magazine gives details of the product of the month campaign.
4.9 Leaflet Holder A5
Where available, this shall be used to display the leaflet which states the Products
and Services available at the Branch. Leaflets shall be stamped with the Branch
code.
4.10 Keeping leaflets up to date
All leaflets, forms and posters shall be kept up to date. Old leaflets, forms and
posters held within the Branch shall be destroyed or recycled as explained inthe
display instructions ensuring that only the latest information is available to
Customers. See section 4.7 for further information about ordering leaflets for the
Branch.
5s Equipment for a Local Branch
5.1 Post Office Ltd shall supply certain consumables (being those which can
be ordered via Horizon for use in the Branch) in reasonable quantities
free of charge to the Postmasters. Any such supply shall be subject to
such conditions as Post Office Ltd may determine. Post Office Ltd may
limit or withdraw such supply at its discretion.
5.2 The responsibility of each of the Parties for procuring and maintaining
each item of Equipment is summarised in the Equipment List. Post Office
Ltd may from time to time after the Commencement Date:
e add or remove items of Post Office Ltd Funded Equipment for use in
the Branch by issuing a Notice to Amend in accordance with the
Agreement;
e add or remove the obligations to maintain and/or repair any item of
Equipment in the Equipment List by issuing a Notice to Amend; and
* and shall be responsible for the cost of supplying and maintaining
any such additional items of Equipment.
5.3. The Post Office Ltd Funded Equipment shall at all times remain owned
or controlled by Post Office Ltd. The Postmasters shall safeguard all Post
Office Ltd Funded Equipment and keep it in good condition (fair wear and
tear excepted), including any ancillary items supplied with the
Equipment, for example keys to the safe. The Postmasters shall be liable
for any loss of, or damage to, any Post Office Ltd Funded Equipment
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13
where Post Office Ltd reasonably believes such loss or damage is the
result of any negligence by the Postmasters, his Personnel or otherwise
or any breach of the Agreement, wilful default, error or criminal act of
the Postmasters or any Personnel.
5.4 Where the Equipment List so specifies, the Postmasters shall be
responsible for arranging and ensuring all repairs and maintenance of,
and shall observe all statutory obligations and regulations in respect of
the operation of, the relevant item of Equipment. Post Office Ltd will
maintain the Horizon equipment and Post Office Ltd shall be responsible,
at its cost, for repairing inherent defects in any other item of the Post
Office Ltd Funded Equipment which are not caused by the act or omission
of the Postmasters or its Personnel.
5.5 Postmasters shall:
ensure that all Post Office Ltd Funded Equipment is used exclusively for the
operation of the Branch;
not move any item of Post Office Ltd Funded Equipment (other than items
which are intended to be moved as part of their day to day use or for the
purposes of maintenance and repair) without the prior written permission of
Post Office Ltd. The Postmasters shall be responsible for the cost of moving
any Equipment where such move is at the Postmaster’s request or is
necessary to comply with legislation or regulatory requirements, unless Post
Office Ltd agrees in writing, at its sole discretion, to contribute to such costs.
Post Office Ltd shall be responsible for the cost of moving the Equipment
where such move is at Post Office Ltd’s request; and
be responsible for the continued operation of all Equipment throughout the
Term and shall ensure that any Assistants are trained in basic operations to
the same standard of training as that received by the Postmaster from Post
Office Ltd, replenish consumables and follow security procedures. The
Postmaster is responsible for reporting system faults and failures to the
appropriate helpline promptly and for ensuring resolution, co-operating with
Post Office Ltd to ensure resolution of such faults.
5.6 As part of the Post Office Ltd Funded Equipment, in addition to the
Horizon equipment, Post Office Ltd may from time to time loan the
Postmaster (and the Postmaster shall accept) a paystation™ terminal for
use in conducting Transactions and/or additional terminals or self-
service equipment (together referred to as the PO Terminals). Post Office
Ltd shall act reasonably in determining which PO Terminals to loan to
the Postmaster. Post Office Ltd will discuss with the Postmaster the
position within the Branch Premises where the PO Terminals are to be
located, but, in the absence of agreement, Post Office Ltd (acting
reasonably) will determine such location. Where Post Office Ltd does
provide PO Terminals, the Postmaster shall ensure that they are used
solely to conduct Transactions. Post Office Ltd will arrange (whether
directly or through the Postmaster) for the PO Terminals to be installed
at the specified location.
5.7 The Postmaster grants to Post Office Ltd, its representatives and
employees an irrevocable licence at any time during the opening hours
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of the Branch Premises, or at any time in the case of an emergency,
during the Term or any time following termination or expiry of the
Agreement, to enter any premises or vehicle where the Post Office Ltd
Funded Equipment is or may be kept for the purpose of inspecting it or
recovering it.
5.8 Any consumables which are supplied to the Postmaster free of charge
by Post Office Ltd or on Post Office Ltd’s behalf shall only be used in the
operation of the Branch and shall not be resold or transferred to a third
party. Where the Postmaster has surplus consumables it shall advise
Post Office Ltd of this fact and, as appropriate, arrange with Post Office
Ltd for the return of the excess quantity.
5.9 Approval of fixtures and fittings and equipment
¢ The Postmaster shall use only fixtures and fittings in the operation of the
Branch as shall have been previously approved in writing by Post Office Ltd.
e The Postmaster shall use only the Equipment or such other equipment as
Post Office Ltd may approve in writing in the operation of the Branch.
5.10 Signage and point of sale equipment
The Postmaster shall display in such manner and upon such external part or parts
of the Branch Premises as Post Office Ltd may reasonably direct, a sign or signs
bearing the title of the Branch (in the format “[blank] Post Office Ltd ”) (or such
other words to similar effect as may from time to time be specified by Post Office
Ltd) and if the Branch Premises are in the principality of Wales a bi-lingual sign (in
the format “[blank] Syddfa’r Post®/Post Office Ltd ”).
Post Office Ltd will, at its discretion, provide the Postmaster with Post Office internal
and external branding and point of sale equipment (including display units and
leaflet dispensers) for use at the Branch Premises. Post Office Ltd may require the
Postmaster to renew or replace internal and external Post Office signage and the
point of sale equipment at the Branch premises at the Postmaster's cost but shall
not impose such a requirement more frequently than once every 5 years.
Post Office Ltd may require the Postmaster to renew the internal and external Post
Office signage and point of sale equipment at the Branch Premises more frequently
than once every 5 years but Post Office Ltd will pay for such renewal.
5.11 Liens etc.
The Postmaster waives all or any liens, encumbrances or rights which it might have
or acquire at any time for any reason over any Post Office Ltd Funded Equipment.
The Postmaster shall ensure that, except as may be expressly authorised by Post
Office Ltd in writing, no third party claims any liens, encumbrances or other rights
over the Post Office Ltd Funded Equipment.
6. Testing of Electronic Scales and Alarms
The scales shall be tested weekly to ensure accuracy. Records of the tests shall
be kept for audit purposes in the form set out in Appendix B and shall be kept
within the Branch.
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15
Any faults shall be reported to Grapevine on}
Fire and Security installation and maii
ices are provided by Kings
CBRE and faults shall be reported o1 5
$
Registration of Assistants
The Agreement requires that the Postmaster shall not allow anyone to have
any involvement with the Branch or with the Products and Services unless
they have first been registered as an Assistant by Post Office Ltd. The procedure
to be followed by the Postmaster in seeking registration of Assistants
(including a Manager) is set out in Appendix E.
When any Assistant ceases involvement with the Branch, the Postmaster shall
immediately notify Post Office Ltd and shall not allow such former Assistant
to have any access to Post Office Ltd’s information or information systems or
the Horizon system (or any replacement system).
The Postmaster is responsible for assessing and managing the Assistant's
capability to deliver the accurate, professional and great level of customer
service expected by Customers.
The Postmaster shall:
1. ensure that all Assistants understand that they are employees of the
Postmaster, not Post Office Ltd;
2. ensure that all Assistants comply with Post Office Ltd’s reasonable
instructions regarding standards of appearance, behaviour and skill;
Training of Manager and Assistants
8.1 Training of Postmasters is extremely important. Post Office Ltd shall
provide a comprehensive training package to Postmasters. This training
will cover all aspects of running and maintaining a Branch, including
operational training of basic transactions and accounting processes on
Horizon Online.
8.2 The Postmaster shall provide ongoing training and development of
Assistants to ensure they supply a high level of customer service,
accuracy & product knowledge to Customers. The Postmaster shall use
weekly updates & training aids provided by Post Office Ltd to update
Assistants and Managers of any operational changes and shall set and
monitor high standards of customer service. The Postmaster shall ensure
that all Assistants are briefed by the Postmaster on security procedures
and processes for handling and securing cash, stock and Customer
information, and shall ensure a consistently high quality Customer
experience. On request by the Postmaster, Post Office Ltd may provide
the training package available to the Postmaster to his/her Assistants.
8.3 The Postmaster shall ensure that all Assistants and Managers use
individual Horizon user ID’s and passwords set up in the correct format
as laid down in the operating instructions provided by Post Office Ltd.
The Postmaster shall ensure that the Manager and/or each of the
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8.4
8.5
8.6
8.7
8.8
8.9
8.10
Assistants do not swap or share their individual Horizon user ID’s or
passwords in any circumstance.
Post Office Ltd may require the Manager and/or the Assistants to
undertake further training at any reasonable location and time during
the Term if Post Office Ltd:
reasonably considers such training to be essential; or
wishes to train them in new and improved techniques which have been
devised and which the Postmaster will be required to use in operating
the System.
The Postmaster shall ensure that Managers and Assistants attend any
training provided by Post Office Ltd.
The Postmaster shall be responsible for the costs of the Manager and/or
Assistants attending the initial training (including, as appropriate, salary,
travel, accommodation and subsistence), but the cost of delivering the
training shall be met by Post Office Ltd.
The Postmaster shall properly complete, and ensure that the Assistants
properly complete, any Compliance Training required by Post Office Ltd
by the deadline(s) notified by Post Office Ltd.
Where the Postmaster and his Assistants have failed the completion of
the Compliance Training by the relevant deadlines, Post Office Ltd may
take such steps as it considers appropriate to ensure compliance by the
Postmaster, including:
sending reminder letter(s) or other appropriate communications to the
Postmaster, and/or the Branch/outreach service;
making a reminder phone call to the Postmaster, and/or the
Branch/outreach service; and/or
after prior notice to the Postmaster, sending a Post Office Ltd
representative to visit the Branch/outreach service to ensure that the
training is properly completed.
Where Post Office Ltd considers it necessary, including where the
Postmaster has persistently failed to comply with its obligations under
the Agreement (whether in relation to the same obligation or not, and
whether or not such failures are material in nature), it will send a Post
Office Ltd representative to the Branch to deliver remedial training to
the Manager and/or its Assistants. The Postmaster shall ensure that the
Manager(s) and Assistants attend this training.
The cost of the initial training referred to in [para 8.1 and 8.2] above
shall be met by Post Office Ltd in accordance with those paragraphs. The
cost of all other training provided by or on behalf of Post Office Ltd in
respect of the Branch shall be met by the Postmaster. Such cost shall be
as notified to the Postmaster at the time and shall be payable by the
Postmaster to Post Office Ltd within 7 days of receipt of an invoice.
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All training delivered shall be documented by the Postmaster and records kept.
The records shall be available for Post Office Ltd to inspect when requested.
Appendix D sets out the format to be used for keeping training records.
The Postmaster will be required to attend further training as directed by Post
Office Ltd from time to time. Postmasters of Local Post Office Branches will
usually be required to attend no more than 2 days of training per calendar
year but this may vary from year to year.
9. Management of Stationery, Value and Non Value Stock and Leaflets
Full guidelines on branch security can be found in the Security Operations
Manual - please follow the guidelines at all times. This can be found on Horizon
Online Help or a copy can be obtained by contacting Grapevine.
9.1 Security
The Postmaster shall:
* comply, asa minimum, with the standard of physical and procedural security
required by Post Office Ltd. The Postmaster shall permit Post Office Ltd to
access the Branch Premises at any time to install, at its own cost, any
additional security equipment which Post Office Ltd deems necessary;
* accurately check and record cash in branch on a regular basis to ensure the
right levels of cash can be delivered and returned. Holding too much cash is
inefficient for the Branch, but also presents a security risk that could impact
the Postmaster’s personal safety and that of their staff and customers.
e immediately produce all Post Office Cash and Stock for inspection whenever
requested by Post Office Ltd; and
e comply with all Post Office Ltd requirements in respect of the preparation
and acceptance of cash.
e All cash, together with stocks of Products, vouchers and the date stamp for
the Branch shall be stored securely in the safe provided by Post Office Ltd
when not in use. When such items are in use, the Postmaster shall ensure
that they are keptout of reach of the Customers or anyone who is not an
Assistant, so far as this is practical.
e All vouchers for payments, e.g. Postal Orders, etc., shall be placed in a
suitable receptacle (cardboard box or strong envelope), labelled “Paid
Vouchers” and at the close of business kept separately from cash and the
Products in another secure place, such as a locked drawer or cupboard.
9.2 Stationery
Post Office Ltd will provide a supply of refill pads for the self-inking date stamp on
the initial set up, however once this stock has been exhausted; it is the responsibility
of the Postmaster to replenish the stock.
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Additional Pads for the self-inking datestamps (item code SP185) shall be ordered
through the Horizon system.
The Postmaster shall source pens, pencils, rulers, rubbers, paper clips, coin and
note bags etc. via any supplier it chooses to use at its own expense.
9.3 Value and Non Value Stock
Value and non-value stock shall be ordered in accordance with the process and
timescales set out in the “Ordering Stores and Stock” Operations Manual on Horizon
Online Help. The Branch code shall be used when ordering all stock.
9.4 Method of Delivery
All value stock and cash relating to the Branch will be delivered to the Branch
Premises by secure means by Post Office Ltd or its supplier.
Deliveries and collections of value stock and cash will be carried out in accordance
with the Post Office Ltd Cash and Secure Stock information, available on Horizon
Online Help and Branch Hub.
Non value stock (namely leaflets, posters, mandatory stationary associated with
counter transactions and refills for self-inking datestamps) will be delivered by
standard mail.
9.5 Accepting a Cash or Value Stock delivery
When the Postmaster receives a value stock or cash delivery at the Branch it shall
obtain and sign the delivery receipt(s) for all stock and cash pouches received,
before returning them to the delivery officer.
Please note that the Postmaster will not need to sign for non-value stock.
9.6 Checking a delivery
All stock or cash deliveries shall be checked on receipt to ensure the correct amount
has been delivered. Any discrepancies shall be reported using the process, and
within the timescales, notified by Post Office Ltd to the Postmaster.
9.7 Liability for and Title in cash and stock
The Postmaster’s liability for loss of, or damage to, the cash and stock will be
determined in accordance with the Agreement.
Title to stock remains with Post Office Ltd or where appropriate the Client until such
time as it is sold to a Customer. Immediately upon receipt of a request to do so by
Post Office Ltd, the Postmaster shall return or destroy such stock as directed by
Post Office Ltd.
9.8 Recording Value Stock or Cash on Horizon
The total value of cash delivered to the Branch Premises shall be scanned into the
Horizon system at the Branch by the Postmaster on the same day as delivery in
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accordance with the Post Office Ltd Cash and Secure Stock Remittance information
which is accessible on Horizon Online Help and Branch Hub.
A pouch containing value stock, delivered to the Branch Premises, shall be scanned
into the Horizon system upon receipt and its value manually entered onto the
Horizon system within 24 hours of receipt, as long as it is stored securely from the
point of delivery.
10.
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Customer Deposits Accounting, Balancing and Cash Management
10.1 Cash Transactions, Deposits and Withdrawals (branches with an open
plan or Screened Integrated Local Format (SILF) working position)
The Postmaster may allow any Customer to deposit and withdraw cash sums
or pay for Transactions with cash up to a maximum amount of £1,000 (One
Thousand Pounds). In the event that a Customer or individual wishes to
deposit or withdraw a sum or pay for a Transaction with cash totalling more
than £1,000, the Postmaster shall not complete the transaction but shall direct
the Customer or individual to the nearest Main Post Office Branch or Crown
Post Office Branch (as appropriate). The Postmaster shall not split the deposit
or withdrawal or payment for the Transaction into a series of smaller amounts.
The exception to this are banking deposits. The inward banking deposit limit
at an open plan position is £2,000 in one transaction.
Till limits shall still be kept to a maximum of £1,000. Any banking deposit that
takes the level of cash in the counter draw / flip top till over this shall be
secured in the cash funding unit immediately as part of the transaction.
10.2 Cash Transactions, Deposits and Withdrawals (branches with a Fortress
position or a Giro Pay window).
In branches which have a Fortress position or a Giro Pay window there is no
cash deposit limit.
10.3 Accounting
na daily basis the Postmaster shall carry out the following:
¢ Complete an accurate cash declaration on Horizon for all the stock units
used every day as close as possible to, but no later than, 7pm. This
shall include any stock units that may have only been used to accept
Transaction Acknowledgements or to transfer cash/stock/currency. If
a stock unit is not used, or if the branch is closed on the next day, the
Postmaster shall make sure the cash declaration is the last transaction
on Horizon that day;
e Associate the individual automated payment receipts with the daily
automated payment report for use in the preparation of the Branch
Trading Statement. The Postmaster shall keep the automated payment
receipts and daily automated payment report in a secure place at the
Branch;
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« Complete and despatch additional daily and weekly documentation in
accordance with procedures stated within the relevant operational
manual for that Product or Service;
e« Comply with the Branch Trading Guidelines on Horizon Online Help and
Branch Hub; and
« Remit monies due to Post Office Ltd in accordance with the Post Office
Ltd Cash and Secure Stock Remittance Services Manual.
10.4 Balancing
The Postmaster shall complete their Trading Period once a month within their
designated group and on expiry or termination of the Agreement. Best practice
is to balance weekly so any discrepancies can be identified quickly and over a
shorter timeframe.
There are twelve Branch Trading Periods in a year, running from April through
to March and they follow a cycle of 5 weeks, 4 weeks, 4 weeks. The dates on
which each Postmaster shall produce a Branch Trading Statement will be
notified to the Postmaster by Post Office Ltd.
If help is needed with a branch discrepancy, please call the Branch Support
Centre. The telephone number can be found at Appendix A.
The Branch Trading Statement shall be filed and kept at the Branch.
The Postmaster shall also comply with the Branch Trading Guidelines on
Horizon Online Help and Branch Hub.
10.5 Recording, provision of information, accounting and settling
The Postmaster shall:
20
record such data and information relating to the Branch as Post Office Ltd
may require;
at the request of Post Office Ltd, promptly provide either Post Office Ltd or
any third party with such information and data as Post Office Ltd may
reasonably require;
maintain an accounting system, prepare, sign and maintain financial
statements and accounts, record Transactions and maintain all records
provide Post Office Ltd with the information regarding the Basic Business
Post Office Ltd (or its nominee) at any time during business hours to inspect
and take copies of all records (including any accounts) relating to the
Branch; and
account for and remit to Post Office Ltd all monies collected from customers
in connection with transactions
10.6 Cash and Stock
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10.6.1 Accounting discrepancies
Any net accounting gain may be withdrawn by the Postmaster. The Postmaster shall
repay any net accounting gain to Post Office Ltd where Ltd required in accordance
with and under the terms of this Agreement.
The Postmaster is encouraged to contact branch support if they have a query in
relation to a discrepancy, whether positive or negative.
10.6.2 Payment for Transactions
The Postmaster is responsible for ensuring that, where appropriate to the
Transaction, full payment is collected from Customers for each Transaction.
10.7 Recording, provision of information, accounting and settling
The Postmaster shall:
e record such data and information relating to the Branch as Post Office Ltd
may require;
e at the request of Post Office Ltd, promptly provide either Post Office Ltd or
any third party with such information and data as Post Office Ltd may
reasonably require;
*e maintain an accounting system, prepare, sign and maintain financial
statements and accounts, record Transactions and maintain all records;
e provide Post Office Ltd with the information regarding the Basic Business;
¢ Post Office Ltd (or its nominee) at any time during business hours to inspect
and take copies of all records (including any accounts) relating to the
Branch; and
* account for and remit to Post Office Ltd all monies collected from customers
in connection with transactions
11. Reporting Robbery/Burglary
If a robbery or burglary has been committed it shall be reported at once to the
Police. The Postmaster (or staff member) shall contact Grapevine and report the
incident and if possible, provide a brief summary of the incident and any injuries
and loss amount. The telephone number for Grapevine can be
found at Appendix A.
Grapevine will report the incident to the Branch Support Centre who will contact the
Branch and advise next steps. Depending on the value of the loss an audit may
need to take place and the Branch would have to remain closed until that is
completed.
12. Mail
12.1 Storage and Collection
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The Postmaster is responsible for ensuring mail is held securely on site until the
scheduled collection. No one other than an Assistant shall be able to have access to
the mail.
A scheduled mail collection will be arranged for the Branch by Post Office Ltd. On
arrival the identity of the collector shall be confirmed and mail handed over only to
persons with the appropriate identification.
12.2 A Mail Segregation
1st class packets (to be
sealed and 1* class packet
label attached)
2-4 class packets
(to be sealed and
2-4 class packet
label attached)
Mixed bag
(to be sealed and a “Mixed
Contents” label attached)
. at class Horizon
parcels
« 1% class cancelled
stamped parcels
« 1s class loose meter
parcels
« 1% class return items
parcels (R1)
e BFPO parcels
« 2nd
Horizon
parcels
° 2nd
cancelled
stamped
parcels
° 2nd
loose
parcels
° 2nd class
return parcels
items (R)
class
class
class
meter
« 1st class stamped letters
e 2nd class stamped letters
« 1st and 2nd class
stamped or Horizon
Large Letters
« Loose franked meter
items
« Mail Order Returns
e Online Postage label mail
items
¢ All international items
The segregation of mail is a standard, mandatory part of the acceptance of mail at
the Branch. Failure to comply with this standard will lead to corrective action being
required of Post Office Ltd by Royal Mail. Post Office Ltd may, in turn, require the
Postmasters to undertake corrective action.
Mails segregation information is below:
Additionally there are a number of mail items that have to be kept separately (see
table below)
Special Delivery™ items
Hold separately
Icupboard within the Local counter
in the designated secureI
Parcelforce Worldwide items
Hold separately
Meter mail pouches
Kept separate
PPI
Kept separate
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Segregation laminates are supplied- if more are required they can be ordered via
Horizon. Full instructions and updates to Mail segregation standards can be found
on Horizon Online Help.
12.3 Postmaster’s Responsibilities
The Postmaster is responsible for the safekeeping of any letter, parcel or other item
transmissible by post, which is conveyed, received, sorted, collected, delivered or
otherwise handled (“Postal Items”) whilst they are in the Postmaster’s custody.
The Postmasters shall protect Postal Items from delay, loss, theft, damage and/or
interference of any kind.
Security instructions issued and amended from time to time by Post Office Ltd set
out the procedures that the Postmaster shall follow in relation to the collection,
handling, conveyance and delivery of any Postal Packet. Failure by the Postmaster
or any of its Assistants to follow any such procedure will be deemed to be a material
breach of the Agreement.
12.4 Information/Reporting Requirements
Post Office Ltd views every incident of damage to, theft or loss of, or interference
with, a Postal Packet as being very serious in nature. The Postmaster shalltherefore
report as soon as possible to Post Office Ltd every such incident in the manner set
out below, or as may otherwise be required by Post Office Ltd.
The Postmaster shall as soon as possible upon becoming aware of its occurrence,
report to Post Office Ltd, via the Branch Support Centre, every incidence of loss or
theft of, damage to or interference with, a Postal Item (“Incident”).
The Postmaster shall also record in respect of each Incident at least the following
details:
e the date, time and place;
e the number of (or, where not known, a reasonable estimate of) Postal Items
involved;
e as far as reasonably practicable, the Assistant(s) who may have participated
in the conveyance, receipt, collection, sortation or delivery of the Postal
Items involved; and any other particulars in relation to it (including the
factual circumstances).
13. Data Protection
The Agreement requires the Postmaster to comply with all relevant legislation
relating to data protection and to comply with the obligations set out in this Manual,
the Agreement or otherwise communicated to the Postmaster in writing by Post
Office Ltd in accordance with the Agreement from time to time.
Post Office Ltd may at reasonable intervals request a written description of the
technical and organisational methods employed by the Postmaster or the
Postmaster’s sub-contractors to ensure the safety and security of Personal Data
held by the Postmaster. Within ten Working Days of such a request the Postmaster
shall supply written particulars of all such measures in sufficient detail so that Post
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Office Ltd can determine whether or not Personal Data, has been processed in
accordance with the Data Protection Act 2018 (DPA) and the requirements of the
Agreement.
The Postmaster shall:
(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
in the case of queries raised by members of the public regarding
incorrect or inaccurate information supplied by Clients, refer such
queries back to the relevant Client and if this does not resolve the issue,
the Postmaster shall contact Post Office Ltd;
notify Post Office Ltd immediately and in any event within three Working
Days of receipt of any communication received from a data subject
regarding data protection if the data has been processed under the
instruction of Post Office Ltd;
in relation to communications regarding data protection which relate to
data processed under the instruction of Post Office Ltd, immediately
notify Post Office Ltd of the communication and provide such assistance
as is necessary to enable Post Office Ltd to comply with its obligations
under the DPA;
ensure that any paperwork containing Customer details is shredded
before being despatched as part of confidential waste;
ensure that under no circumstances is any other person given access to
any of Post Office Ltd’s information systems using the Postmaster’s or
any Assistant’s ID and password. The Postmaster and each Assistant are
personally responsible for any activity conducted using their ID and
password;
immediately report to Post Office Ltd any incident involving a breach or
potential breach of the security of personal data processed under the
instruction of Post Office Ltd of information held by Postmaster. For the
avoidance of doubt, Post Office Ltd shall be responsible for conducting
any investigation which it deems is necessary in respect of the
information security incident and the Postmaster shall provide such
assistance as Post Office Ltd may reasonably require; and
comply with its own obligations under the DPA, including registering with
the Information Commissioner's Office (ICO) if required and shall follow
the ICO CCTV Code of Practice.
13.1 Freedom of Information
Third parties are able to request information from Post Office Ltd under:
(a)
(b)
the Freedom of Information (FOI) Act 2000; and/or
the Environmental Information Regulations 2004,
together with any guidance and/or codes of practice issued by the Information
Commissioner or relevant government department in relation to such laws and
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regulations. The Postmaster shall clearly identify any confidential information it
passes to Post Office Ltd as confidential. Requests under FOI will come from Post
Office Ltd. If the Postmaster receives a FOI request relating to the Branch from a
third party, it shall notify Post Office Ltd immediately.
The Postmaster shall provide any information requested by Post Office Ltd under FOI
within the timescales notified by Post Office Ltd at the time of making the request.
The timescale is likely to be a maximum of 5 days.
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13.2 The Postmaster acknowledges that Post Office Ltd is subject to the requirements of
13.3 The Postmaster shall:
(i)
(ii)
(iii)
(iv)
(vy)
send any request for information under the FOI which it receives to
Post Office Ltd within 5 working days of receipt;
provide Post Office Ltd with a copy of all information in the form
required by Post Office Ltd within 5 working days of a request from
Post Office Ltd;
provide all reasonable assistance as requested by Post Office Ltd to
enable Post Office Ltd to respond to a request for information under
the FOI Law within the time for compliance set out in the FOI;
not respond directly to a request for information under the FOI Law
in any event unless expressly authorised in writing to do so by Post
Office Ltd; and
Post Office Ltd shall, in its absolute discretion, be responsible for
determining, whether information is to be disclosed in response to the
request for information under the FOI.
14. Contact with Clients
The Postmaster may have direct contact with representatives of Clients about
Products and Services currently provided. Visits may also be received from sales
assistants or other representatives of Clients by arrangement. If such visits are
made, the Manager and/or Assistants shall:
(a)
(b)
()
(d)
25
ensure that visitors purporting to be from a Client (e.g. a Government
Department etc.) show valid and in date identity cards;
not allow visitors to have access to the secure areas of the Branch
Premises in which the stocks of Products are stored or the official side of
the counter without prior written clearance from Post Office Ltd;
not give information or release documents without written instructions
from Post Office Ltd;
not offer Post Office Ltd facilities for business schemes e.g. local bus
ticketing schemes at the Branch without obtaining prior approval from
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the FOI and shall assist and co-operate with Post Office Ltd (at the reasonable expense
of the Postmaster and upon the request of Post Office Ltd to enable Post Office Ltd to
comply with such requirements).
Post Office Ltd. Any requests received from Clients or Customers for
local facilities, e.g., to sell charity cards or issue leaflets in the Branch
shall be referred to the Branch Support Centre;
(e) ensure that other visitors, including Fujitsu engineers, BT engineers,
CBRE, , show valid credentials prior to access; and
(f) report any attempts to access the Branch Premises in relation to the
Branch without valid identification to Branch Support Centre.
14.2 Enquiries from potential Clients
If requests or enquiries are received about using the Post Office Ltd network for retail
or other services, for example, from a transport company considering methods of
selling bus passes or tickets, you shall explain that Post Office Ltd’s Marketing team
will be pleased to advise and help and that they can be contacted via the Branch
Support Centre. You may give the Branch Support Centre telephone number listed
in Appendix A as a contact point.
15. Intellectual Property
15.1 Licensed Materials
Licensed Materials include materials made available to the Postmaster by Post Office
Ltd on its Brand Centre website, providing that they are used by the Postmaster
strictly in the format in which they are presented on the website and in accordance
with any instructions given by Post Office Ltd on the website or in the Manual (as
defined in the Agreement).
The Postmaster shall:
(a) not reproduce any Licensed Materials or any Post Office Intellectual
Property;
(b) not use any Licensed Materials in any way that is liable to mislead the
public or which would otherwise be detrimental to or inconsistent with
the good name, goodwill, reputation or image of Post Office Ltd;
(c) not use any Licensed Materials in conjunction with any other marks or
names without the prior written consent of Post Office Ltd;
(d) on request by Post Office Ltd, promptly deliver up to Post Office Ltd or,
at Post Office Ltd’s discretion, destroy, all Licensed Materials or any
specified Licensed Materials (including where the specified Licensed
Materials relate to Products or Services that have been discontinued or
where the Licensed Materials are out of date);
(e) not seek to register as a trade mark or as a business name or corporate
name or any domain name, any mark or name the same as or which
includes or may be confused with any Post Office Intellectual Property
or any other trade mark or name owned or used by Post Office Ltd or
Post Office Group;
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(f) not make any representation or do any act which may be taken to
indicate that the Postmaster has any right, title or interest in or to the
ownership or use of the Post Office Intellectual Property other than as
conferred by the Agreement;
(g) not challenge the validity of any Post Office Intellectual Property or the
title of Post Office Ltd or any other member of the Post Office Group to
the Post Office Intellectual Property; and
(h) when requested, give to Post Office Ltd all reasonable assistance in
obtaining registrations of Post Office Ltd’s rights in any trademarks or
other Intellectual Property.
The Postmaster shall not by virtue of the Agreement acquire any right, title or
interest of any kind other than as specifically granted in the Agreement to any of
the Post Office Intellectual Property. The Postmaster shall execute a written
assignment of any such rights or interest on request by Post Office Ltd, and will
provide copies of such data or other relevant materials on request.
15.2 Installation and Display of Licensed Materials and Adverti
« The Postmaster shall (as appropriate) either install in the locations
specified by Post Office Ltd, and/or prominently display in a position
visible to the public, the Licensed Materials at the Branch Premises.
This includes the display of materials bearing the Intellectual Property
of Clients.
¢ The Postmaster shall not conduct or carry on any advertising or
promotion in relation to the Branch without the prior written consent
of Post Office Ltd, other than by the installation and/or display of
Licensed Materials at the Branch Premises in accordance with the
Agreement.
¢ xcept where an item of Licensed Materials is also specified as an
item of Post Office Ltd Funded Equipment in accordance with the
Agreement, all Licensed Materials shall be installed, displayed and
maintained at the expense of the Postmaster. The Postmaster shall be
responsible for obtaining all necessary planning, by-law or other
consents in respect of the Licensed Materials, irrespective of whether
they are also Post Office Ltd Funded Equipment.
e The Postmaster shall participate in all promotional or marketing
activities proposed by Post Office Ltd or Clients in accordance with the
reasonable instructions of Post Office Ltd. The Postmaster shall
remove from display all Licensed Materials associated with such
activities immediately on request by Post Office Ltd.
The Licensed Materials and Post Office Intellectual Property shall not
be used in connection with any private business, including the Basic
Business, without the express prior written consent of Post Office Ltd
(to which it may attach such conditions as it thinks fit), or in such a
way as to imply that Post Office Ltd or Post Office Group is in any way
connected with those activities.
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15.3 Advertising or Promoting the Basic Business
In advertising or promoting the Basic Business (whether in conjunction with the
Branch or separately), the Postmaster shall ensure that:
« the advertising does not appear to be speaking on behalf of Post
Office Ltd or any Client;
* Post Office Intellectual Property or the Intellectual Property of Clients
isnot used without the express prior written consent of Post Office Ltd
(to which it may attach such conditions as it thinks fit);
«the standing of Post Office Ltd in the community, or that of any Client,
is not jeopardised or brought into disrepute;
¢ references to the Branch are in the form of either Post Office Ltd
Branch at (x host store) or, (x host store) with a Post Office Ltd
Branch;
e« the name “Post Office” (with or without the ® mark) is never used as
part of another name. This means the Basic Business name shall not
incorporate the name “Post Office” (e.g. you cannot use the name “Post
Office Stores”;
e the promoter of any such activity will be the Postmaster. Post Office
Ltd will be in no way liable, financially or otherwise, for the promotion;
¢ links to discounts on the Products or Services are prohibited;
e all promotions/activities shall be legal, and shall conform to the
Advertising Standards Authority and the British Code of Sales
Promotion practice and give special consideration to the direct
marketing rules within 2018, General Data Protection Regulation
2018 and the Privacy and Electronic Communications (EC Directive)
Regulations 2003; and
* promotions or advertising by the Postmaster shall not be in breach of
any other provision of the Agreement.
The Postmaster shall not use any website in the operation of, or in relation to, the
Branch without Post Office Ltd’s prior written consent, such consent not to be
unreasonably withheld. Immediately following a request from Post Office Ltd, the
Postmaster shall remove from any website any content which relates to Post Office
Ltd, any other member of the Post Office Group or the Branch and which was placed
on such website by or on behalf of the Postmaster.
If Post Office Ltd gives permission for the use of any Post Office Intellectual Property
in any materials advertising or promoting the Basic Business, the Postmaster shall
include such statements or notices as Post Office Ltd may direct.
15.4 Using the Post Office Ltd logo
The logo used by Post Office Limited is a registered trade mark, it is well recognised
and the strongest and most valuable element of Post Office Ltd’s brand identity.
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Before using the logo, as well as complying with the Agreement and obtaining any
approval as described above, the Postmaster shall ensure that:
* brand guidelines and constraints are understood;
e the correct version of the logo is being used; and
«the latest artwork and the correct trade mark acknowledgement statement
are being used.
Post Office Ltd’s Brand Team are always happy to advise, and can provide details
of the latest Brand Guidelines.
Even more importantly, the Postmaster shall never allow a third party to use the
Post Office Ltd logo without the prior written consent of Post Office Ltd. This shall
be applied for via the Brand Team.
15.5 Post Office Ltd - Branding & Trade marks
To protect trade mark rights, Post Office Intellectual Property shall only be used in
the forms in which they are registered. They shall not be made part of another
name, or shortened into an acronym.
For Example:
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Always use Never use
Post Office Ltd POL
Post Office Ltd branch(es) I post office(s)
or Branch(es)
Post Office Ltd network Post Office Network
Post Office Ltd , Romsey I Romsey Post Office
branch
15.6 Intellectual Property Rights Acknowledgement
Intellectual Property acknowledgements, trade mark and_ copyright
acknowledgements shall be used on all materials where appropriate or directed by
Post Office Ltd to show that they are intellectual property rights used by the
Postmaster with the permission of Post Office Ltd. The following statement shallbe
used on all printed materials bearing the Post Office Ltd trade mark or logo to
acknowledge Post Office Ltd’s trademark right, including printed Licensed Materials:
“Post Office and the Post Office logo are registered trademarks of Post Office Ltd”
15.7 Samples of Materials
Post Office Ltd may at any time request from the Postmaster, samples of any
materials bearing any Post Office Intellectual Property or which in Post Office Ltd’s
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view take advantage of Post Office Intellectual Property. In the event that the
samples do not in Post Office Ltd’s view comply with this Manual, the Branding
Guidelines on Branch Hub, or any other provision of the Agreement or any other
standards associated with Post Office Intellectual Property, the Postmaster shall
amend or immediately withdraw the material as reasonably requested by Post Office
Ltd.
15.8 Enquiries
Any further queries or requests for approvals regarding the Licensed Materials or
any Post Office Intellectual Property shall be referred to Post Office Ltd via the
Branch Support Centre.
15.9 Health and Safety
Postmasters have a legal duty of care to ensure, as far as is reasonably practicable,
the health, safety and welfare of their employees, customers and members of the
public at or outside their premises. They have specific duties under the Health and
Safety at Work etc. Act 1974 and the Occupiers’ Liability Acts 1957 and 1984, such
as making sure premises are safe, including by using external signage.
We can direct Postmasters to guidance available in relation to their health and safety
management obligations, including guidance published by the Health and Safety
Executive at https: //www.hse.gov.uk/
« Employers who have five or more employees shall undertake a risk
assessment and Postmasters can find a tool for this at
https: //www.hse.gov.uk/retail/index.htm. Examples can be
found at https: //www.hse.gov.uk/risk/casestudies/;
* Area Managers have been provided with accessibility guidelines and
can give advice to Postmasters;
« Area Managers are carrying out accessibility surveys at branches;
e Postmasters shall regularly inspect their premises, fixtures and
fittings (including external signage) to ensure they comply with
applicable legislation and identify any potential issues that might
need maintenance or repair;
e Postmasters shall familiarise themselves with and follow the Health
and Safety Executive guidance referred to above; and
e If a Postmaster is planning a major refit or refresh, our Branch
Design team can help with advice and can be emailed at
16. Political Activities
A Postmaster is free to take part in any national and local political activities subject
to the following conditions:
(a) he shall not engage in or allow his Personnel to engage in political
activities (including wearing symbols or badges associated with a
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(b)
(c)
political party or cause) whilst operating or working in the Branch or the
Basic Business, or whilst on or in the vicinity of the Branch Premises;
he shall not allow any other person to engage in political activities whilst
on the Branch Premises;
he shall not exhibit any notice soliciting votes for any particular
candidate or with any party or political object either in, on or in the
vicinity of the Branch Premises, or on any vehicle under the control of
Post Office Ltd or ary member of the Post Office Group; and no leaflet or
address with a party or political object may be placed or left by the
Postmaster or anyone associated with it on, in or in the vicinity of the
Branch Premises.
A Postmaster who is an individual and who intends to stand for Parliament
shall notify Post Office Ltd in writing at the earliest opportunity giving Post Office
Ltd at least 6 weeks’ written notice of any change to the opening hours of the Basic
Business which are in excess of the Minimum Hours.
17. Equality Policy/Manual
In order for the Postmaster to monitor its own compliance with the requirements of
the Equality, Diversity and Inclusion Policy , and demonstrate compliance to Post
Office Ltd, the Postmaster shall:
(a)
(b)
(c)
(d)
(e)
(f)
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carry out regular self-audits to assess compliance with the Equality,
Diversity and Inclusion Policy (at its own cost);
provide a copy of the latest self-audit report to Post Office Ltd within 14
days of receiving a request from Post Office Ltd and be prepared to
discuss it with Post Office Ltd if required;
in any case, if the audit report shows that the requirements of the the
Equality, Diversity and Inclusion Policy are not being met, then the
Postmaster shall immediately inform Post Office Ltd in writing; and shall
comply with any instructions issued by Post Office Ltd as a result,
including ceasing to provide certain Products or Services until
compliance with its obligations under Equality, Diversity and Inclusion
Policy has been achieved;
co-operate fully with any and all monitoring and audit activities
undertaken by or on behalf of Post Office Ltd in order to assess
compliance by the Postmaster with Equality, Diversity and Inclusion
Policy;
if such monitoring or audit activity shows that the requirements of the
EA and/or the Equality Policy are not being met then the Postmaster shall
comply with any instructions issued by Post Office Ltd as a result,
including ceasing to provide certain Products or Services until
compliance with its obligations under Equality, Diversity and Inclusion
Policy has been achieved;
notify Post Office Ltd in writing immediately if it believes that any of the
Products and Services do not comply, or that there is a significant
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possibility that they do not comply, with any of the requirements of the
Equality, Diversity and Inclusion Policy or if it identifies any other breach
of the Equality, Diversity and Inclusion Policy in respect of the Branch or
the Branch Premises or considers it likely that any such breach will
occur; and
(g) notify Post Office Ltd in writing as soon as possible and no later than 3
Working Days following receipt by the Postmaster of any enquiry,
complaint or claim regarding accessibility of the Branch Premises or the
Products or Services or the treatment of a particular Customer or group
of Customers with a protected characteristic listed in section 4 of the EA.
For the avoidance of doubt, this includes any alleged failure of the
Postmaster and/or Post Office Ltd to comply with any requirement of the
Equality, Diversity and Inclusion Policy and any complaint regarding the
content or adequacy of the Policy. The Postmaster shall provide such
assistance with the response to or defence of any such enquiry,
complaint or claim as may reasonably be required by Post Office Ltd and
Post Office Ltd shall be entitled, but not obliged, to take over and defend
any legal proceedings arising from such a claim on behalf of the
Postmaster.
18. Confidentiality and contact with the media
The Postmaster shall help Post Office Ltd, or other postal operators which are
Clients, to ensure that all communications and items entrusted to them reach
addressees promptly and safely, and that they do not reach those not entitled to
receive them.
Post Office Ltd has a duty to safeguard its own interests and those of any person
involved in its business (including any Client) in relation to material that is published
in the media. The Public Relations department of Post Office Ltd is primarily
responsible for:
(a) deciding whether Post Office Ltd shall enter into public correspondence,
and
(b) ensuring fair and accurate presentation of facts about Post Office Ltd and
its business, and no other person (including the Postmaster and any
Assistant) is entitled to comment publicly on such matters. In particular,
any untrue, ill- informed or reckless comment will be challenged by Post
Office Ltd. While recognising the right of any person to comment publicly
on matters of general interest, Post Office Ltd expects the Postmaster
and any Assistants who may wish to comment publicly upon matters
affecting Post Office Ltd to exercise this right in a responsible manner.
The Postmaster shall ensure that when communicating with the press or
offering comment which may be published, or broadcast on radio or
television, that its comments do not go beyond the accepted bounds of
propriety and are not likely to cause embarrassment or to mislead the
public. The Postmaster shall seek the guidance of Post Office Ltd in the
case of any doubt.
If the Postmaster wishes to communicate with the media it shall comply with the
following:
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(c) Under no circumstances shall any information or data be disclosed:
(a) _ relating to the processes, operational procedures and rules of Post
Office Ltd;
(b) relating to Clients and/or Customers and their transactions,
including information relating to a named individual; and/ or
(c) of a financial nature in relation to the Branch, Post Office Ltd, its
business or Post Office Group or its business,
For the avoidance of doubt, this shall not prevent the Postmaster from discussing
operational matters relating to the Branch with a representative of the NFSP nor
prevent any Postmaster, acting in his capacity as an officer of the NFSP, from
discharging his duties, including by making reasonable and responsible statements
to the media, provided that any such statements are in accordance with the
requirements of the above.
(d) any views and opinions expressed publicly by the Postmaster shall not
bring Post Office Ltd, any Client or Customer or any other Postmaster of
a Post Office Ltd branch or any employees of any such persons into
disrepute; and
(e) unless otherwise authorised by Post Office Ltd, the Postmaster shall
make it clear that any comments are made in the Postmaster’s private
capacity (which may be as an officer of the NFSP) and are not made on
behalf of Post Office Ltd or any Client or Customer.
The Postmaster shall exercise particular care if offering any spontaneous comment
to the press, broadcasting reporters or interviewers.
The Postmaster shall not, in a manner which is damaging or hostile to Post Office
Ltd, its business, the Branch or the Clients or which is in breach of the obligation of
confidence contained in the Agreement:
(a) publish any document, book, play or article;
(b) broadcast or make any comment or statement on radio, television or the
internet;
(c) produce or exhibit a film or photographs;
(d) give a talk or lecture;
(e) publish a blog or post any comment using social media; or
(f) take part in a public discussion by any means.
The Postmaster shall not, without the prior written permission of Post Office Ltd,
write to or interview members of the public in relation to the Branch or any other
matter relating to Post Office Ltd or any Clients or Customers other than for the
purpose of correcting any error made by the Postmaster in the operation of the
Branch.
19. Additional Requirements
The following documents will be provided to you by Post Office Ltd and shall be read
and complied with by the Manager and the Assistants:
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(a) Post Office Ltd - Security Operations Manual (this contains security
requirement for branches)
(b) Postmaster Privacy Notice
20. Provision of the official Branch telephone line
Post Office Ltd, in conjunction with the Postmaster, shall provide suitable telephone
facilities at the Branch. These facilities can be provided by any telecommunications
provider of Post Office Ltd's choice and shall meet the needs of Post Office Ltd and
the relevant security requirements (including use of the telephone facilities by Post
Office Ltd for its Asymmetric Digital Subscriber Line (ADSL) service). These
telephone facilities are known as the Official Branch Telephone Line. (OBTL). The
Horizon equipment or any future replacement for the Horizon equipment or any
official Post Office Ltd equipment as Post Office Ltd may from time to time specify
will either:
(a) be connected to the Master Line Box at the Branch and will utilise the
Post Office Ltd ADSL service that runs over the OBTL; or
(b) will utilise the ISDN line connected to the Branch and /or the OBTL.
Post Office Ltd is under no obligation to provide an OBTL that can be used for any
purposes other than purposes relating to the running of the Branch. If the OBTL is
capable of any private use, the Postmaster shall utilise the OBTL solely for official
Post Office Ltd purposes and shall not utilise it for any private purposes. The Split
Billing policy is that there shall be no allocation of OBTL costs to the Postmaster in
recognition of the official purpose of the OBTL to the exclusion of private use.
The Postmaster shall not move or relocate the OBTL without Post Office Ltd’s prior
written permission. Any movement of or changes to any of the telephone or other
communications equipment at the Branch that are the result of changes initiated by
the Postmaster, including but not Ltd to refurbishment or re-location of the Branch,
will be the responsibility of the Postmaster.
Post Office Ltd reserves the right to amend and update the requirements of this
section in the future should the operational and security needs of Post Office Ltd
require such a change, provided that such a change is in accordance with the terms
of this Agreement.
The Postmaster agrees to co-operate with Post Office Ltd in relation to the
installation at the Branch of any other forms of communications equipment or data
links to be used for the purposes of conducting the official business of Post Office
Ltd.
The Postmaster shall provide:
(a) a direct exchange line; or
(b) an extension plan installation comprising a portable telephone and
two sockets: one to be installed in the Branch and the other in the
Postmaster’s bedroom. (This type of installation is only required
where Post Office Ltd considers it is desirable, as a security
measure, and where the Postmaster resides on the premises.
However, Post Office Ltd will not require this type of system to be
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installed at island and small rural offices where Post Office Ltd
considers that the risk of criminal attack is clearly negligible).
The Postmaster’s requirement to provide the OBTL may be discharged by allowing
the installation by Post Office Ltd at the Branch of a separate telephone line from a
telecommunications provider of Post Office Ltd's choice for use as the OBTL. The
Postmaster may retain whatever other private lines and /or telecommunications
facilities he or she wishes, but those facilities shall not be used in relation to the
running of the Branch. Post Office Ltd will pay the provider of the OBTL directly for
the line. The Postmaster will incur no telephone costs for the provision of the OBTL
and therefore has no need to reclaim any such costs from Post Office Ltd.
21. Paystation™
The Postmaster will comply with the Instructions to Postmaster for Post Office Ltd
paystation™ Terminals, attached at Appendix H, in respect of the paystation™
terminal(s) at the Branch Premises.
22. Appendices
Appendix A: Useful telephone numbers Appendix B: Record of Scales tests Appendix
D: Training records Appendix E: Assistants
Appendix H: Instructions to Postmasters for Post Office Ltd paystation™ Terminals
Appendix A: Useful telephone numbers
The Branch Support Centre can help if you experience an operational issue and shall
be your first port of c u_need any support. The Branch Support Centre can be
contacted on! ~~] If you need support with any of the following issues,
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the best number to cal isted below:
Help needed: Team Numbers
Arranging to resolve a discrepancy I Loss Recovery
ATM issues Bank of Ireland ATM Helpdesk
Branch balancing Branch Support Centre
Cash Ordering Inventory Support Desk
Fit and Proper declarations Branch Support Centre
IT Issue IT Service Desk
Missing posters or leaflets Branch Support Centre stock queries); GRO
Reporting a security incident Grapevine
Reporting suspicious activity, fraud] Grapevine an GRO
and suspicions of money laundering
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Safe repairs Insafe
Security equipment Post Office Equipment Team
Signage replacement Futurama (approved signage
manufacturer)
Smart IDs Branch Support Centre
Transaction Corrections (TCs) For explanation of the TC, it’s the
Support Centre
Transaction Corrections (TCs) To dispute a TC, it’s the Disputes Ted!
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Appendix B - Record of Scales Tests Branch name:
Date scales I Accurate (yes orno) I Fault reported Engineer visited
tested on
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Appendix D - Training records
Name of Type of training Date of Manager's IEmployees
Postmaster’s Kdelivered/cascaded [training signature signature
Employee
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Appendix E - Assistants
INTRODUCTION
Post Office Ltd shall comply with certain obligations in relation to the Branch, including those of:
Postcomm, Ofcom and Financial Services Authority regulations, and money laundering and
immigration legislation. Some of these obligations require Post Office Ltd to ensure that
Postmaster (and any persons employed or engaged by Postmaster in relation to the Branch) are
made aware of, and know how to comply with, the terms of such regulations and legislation.
These requirements have been set out in Appendices E, F and G to this Manual. The obligations
placed upon the Postmaster are the minimum necessary to ensure that both Post Office Ltd and
the Postmaster are compliant with the regulations and legislation mentioned above, and are, in
the main, what most Postmaster, as responsible employers, should be doing anyway. The
objectives of these obligationsare:
* to ensure that Post Office Ltd complies with the relevant regulations and legislation; and
. to ensure as far as possible that the Postmaster does so too, and that no Postmaster suffers
from the consequences of failure to so comply. (This is very important, as those
consequences can include criminal prosecution.)
The Postmaster has a duty to ensure that it is aware and that it makes its Assistants aware, of
the obligations set out in this Manual or otherwise as notified by Post Office Ltd to the Postmaster.
GENERAL
1. The Postmaster shall provide, at its own expense, a suitable number of Assistants with the
relevant skills which it may need to operate the Branch.
2s Assistants are engaged directly by the Postmaster, and the Postmaster will consequently be
responsible (in accordance with and subject to the Agreement) for any failure, on the part
of its Assistants, to:
2.1 apply Post Office Ltd rules or instructions as required by Post Office Ltd;
2.2 complete any training necessary in order to properly assist in the operation of the
Branch to the same standard as the standard of training received by the Postmaster
from Post Office Ltd.; and
2.3 comply with the obligations set out below.
3. This Appendix E contains the obligations which the Postmaster has to fulfil in relation to the
recruitment and employment of each of its Assistants (which includes any members of the
family of the Postmaster or its shareholders or directors). Where the Postmaster fails to
comply with any of these terms, he may be deemed to be in breach of the Agreement which
may, depending on the circumstances, give Post Office Ltd the right to terminate the
Agreement. The obligations in this Appendix E are additional to the Postmaster’s
responsibility, as the employer of any Assistants, to comply with the provisions of any
legislation and regulations that impose obligations on employers, providers of postal
services and financial services, or sellers of insurance or communications products.
4. RECRUITMENT
4.1 The Postmaster shall establish and maintain a recruitment file for each Assistant. In
order to meet its legal obligations regarding monitoring of compliance, Post Office Ltd
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will be entitled to inspect such recruitment files from time to time upon giving the
Postmaster reasonable written notice that they shall be made available for such
inspection. The recruitment file shall include, in the format of the Recruitment
Checklist at Annex 2 to this Appendix E, a comprehensive record of all checks carried
out in relation to the recruitment, selection and engagement of any person applying
to it to be engaged as an Assistant (referred to in this Appendix E as the “Applicant”).
4.2 The Postmaster is responsible for carrying out all necessary checks in order to satisfy
itself as to the honesty, integrity and suitability of any Applicant. The Postmaster shall
also take certain steps, as set out below, in order to satisfy itself as to:
. an Applicant’s legal right to work in the UK;
° the Applicant’s identity and permanent National Insurance number; and
. the Applicant’s address.
4.3 Proof of Right to Work in the UK
The Postmaster will, at all times, be responsible for complying with or ensuring
compliance with the Immigration Act 1971 (as amended) and the Immigration Rules
made under it, or any statutory modification or re-enactment of that Act or those rules
(together referred to as "immigration legislation”) in respect of any Assistants it
engages. It should be noted that in addition to steps to be taken prior to or at the time
of engagement of an Assistant, immigration legislation places on- going obligations on
the Postmaster in respect of Assistants from certain countries.
If there is any doubt as to whether an Applicant or Assistant has provided sufficient
proof of their right to work in the UK, the Postmaster sI istance either by
telephoning the Government's Helpline for Employers
the Government website at www.gov.uk/check-job-ap
The procedures set out in steps 1 - 4 below reflect the current guidance issued by the UK
Border Agency regarding the requirements of current immigration legislation as at
September 2010 prior to engagement of an Assistant. However, it is the Postmaster’s
responsibility to ensure that immigration legislation is complied with at all times.
Step 1
The Postmaster shall require all Applicants to provide documentation that satisfies the
criteria listed at Annex 1 to this Appendix E.
Step 2
The Postmaster shall satisfy itself that the Applicant is the rightful holder of any of the
documents he presents.
The Postmaster shall carry out the following reasonable steps when checking any
documents presented by an Applicant:
check any photographs, where provided, to ensure that they are consistent with the
appearance of the Applicant;
(a) check that the dates of birth listed are consistent with each other and with the
appearance of the Applicant;
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(b) check that the expiry dates are valid and the documents are still live;
(c) check any United Kingdom Government stamps or endorsements to see if the
Applicant is legally permitted to do the type of work he is offering;
(d) _ if the Applicant gives the Postmaster, from the list of documents in Annex 1, two
documents that have different names for the Applicant, the Postmaster shall ask
him for a further document to explain the reason for this. (The further document
could be a marriage certificate, divorce document, deed poll, adoption certificate
or statutory declaration.)
Step 3
The Postmaster shall make a photocopy of the following parts of all the documents
shown to it for retention in the recruitment file:
(a) _ the front cover and all of the pages which give the Applicant’s personal details.
In particular, the Postmaster shall copy: (i) the page with the photograph, and
(ii) the page which shows the Applicant’s signature; and
(b) any page containing a United Kingdom Government stamp orendorsement that
permits the Applicant to do the type of work the Postmaster is offering.
If it is not possible to make the necessary photocopies at the time, the documents shall
be retained, copied at the earliest possible opportunity and then returned to the
Applicant.
Step 4
List in the Applicant’s recruitment file all documents seen and copied on steps 1-3
above (e.g. ‘UK Passport - Number 12345678’; or ‘Full birth certificate and a P60
dated 14 April 2005’).
4.4 Proof of Permanent National Insurance Number
4.4.1 Unless already provided and photocopied, as part of an Applicant’s
documentation proving his Right to Work in the UK, the Postmaster will
need to see a document giving the Applicant’s permanent National
Insurance Number and name. This could be a: P45, P60, National
Insurance card, or a letter from a Government agency.
4.4.2 The Postmaster shall then list in the Applicant’s recruitment file the
document seen (there is no need to photocopy the document if it is provided
solely for proving the NI number).
4.4.3 For the small number of Applicants who are unable to supply a permanent
National Insurance number, they shall be asked to explain why, the reason
shall be noted and the Postmaster shall consider carefully whether to
proceed with the application. Applicants with a genuine reason for being
unable to supply a permanent National Insurance number (such as
Applicants from outside the UK) shall be advised that they would need to
obtain one from the relevant authorities prior to being appointed.
4.5 Proof of Address
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The Postmaster shall see at least one of the following items showing the Applicant’s
name and current address:
. Driving Licence
. Recent Paid Gas or Electricity Bill
. Recent Paid Telephone Bill (not mobile)
. Recent Paid Council Tax Bill
. Recent Paid Water Bill
. Recent TV Licence
. Recent Bank Statement, shall be supported by a credit/debit card (In relation to
the above “Recent” means no more than 3 months old.)
The Postmaster shall then list in the Applicant’s recruitment file the details of the
document seen (there is no need to photocopy the ‘proof of address’ document).
4.6 The Postmaster shall ensure that all recruitment files for successful Applicants have
been correctly annotated and the associated photocopies have been included to
provide proof of an Applicant’s right to work in the UK. There shall be no missing
photocopies, incorrect combinations of documents or incomplete tick lists.
4.7 The Postmaster shall not confirm an Applicant’s appointment until the criteria have
been met and the registration process outlined below has been completed.
4.8 It is the Postmaster’s responsibility to ascertain that all documentation supplied by the
Applicant satisfies the criteria.
4.9 References
At the recruitment stage, the Postmaster will need to obtain at least 2 references
(which shall be independent of the Applicant and of each other) in respect of the
Applicant.
4.10 Work History
The Postmaster shall obtain a work history from each Applicant for the immediately
preceding 5 years (unless the period in which each Applicant has worked can be proved
to be less than 5 years, in which case the work history of the full period shall be
obtained). It is the Postmaster’s responsibility to assure itself of the validity and
accuracy of the details provided by the Applicant. (Measures to achieve this could
include questioning at interview, and the seeking of references from previous
employers).
4.11 Honesty, Integrity and Suitability
4.11.1 The Postmaster shall seek information from each Applicant about any
unspent convictions, including conditional discharges, for any offence in a
Court of Law (including a Youth Court or Court Martial) or any caution,
reprimand or warning. The Postmaster shall also seek information from
each Applicant about any pending criminal proceedings in which the
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Applicant might be involved. The Postmaster shall also seek information
from each Applicant about mis-selling of any product or service or lack of
integrity in any form of employment involving selling.
4.11.2 In order to help prevent the engagement of unsuitable or dishonest persons
in relation to the Branch, the Postmaster shall, before the Applicant
begins his engagement with the Postmaster, complete the
registration process detailed at 4.11.3 below (referred to in this Appendix
E as the “Registration Process”). Under no circumstances shall the
Postmaster engage an Assistant before the Registration Process is
completed and the Postmaster has received clearance from Post Office Ltd
to engage that Assistant. All Assistants shall be registered, including
members of the Postmaster’s family (or where the Postmaster is a
company any shareholder(s) and/or directors) who may only occasionally
work in the Branch. Holiday reliefs also need to be registered.
4.11.3 The Registration Process
(i) To register an Applicant as an Assistant the Postmaster shall
complete forms P250. In addition the Applicant shall complete and
sign a Security Checks Consent Form. The Postmaster may obtain
these forms from Post Office Ltd.
(ii) Form P250. The Postmaster shall complete and sign Section 1; the
Applicant shall complete and sign Section 2. The Postmaster shall
then submit the completed form to the address indicated on it.
The Postmaster shall ensure that any details about the Applicant
(“Relevant Information”) which have come to its attention are
honestly recorded on the form. This will enable Post Office Ltd to
conduct its own checks into the background of the Applicant.
(iii) Security Checks Consent Form. The Applicant shall complete this
form in his own handwriting and sign and date it. The Postmaster
shall check that the form is complete and legible and that the personal
details shown on it match those entered on the P250. The completed
form shall be sent with the competed P250 to the address shown on
the P250.
(iv) Pre-employment checks will be carried out upon receipt by Post Office
Ltd of the relevant forms, which shall be fully and legibly completed.
(These checks can take up to seven working days.)
(v) The Postmaster will then be informed whether or not he may employ
the Applicant as an Assistant.
4.11.4 Where Post Office Ltd has good reason to believe that it would not be in its
legitimate interests for a particular Applicant or Assistant to be engaged or
continue to be engaged in relation to the Branch it will be entitled to require
the Postmaster to refrain from engaging that Applicant in relation to the
Branch if not already engaged, or to ensure that the Assistant or Applicant
is not further engaged in relation to the Branch if already engaged. If after
such a requirement has been reasonably made by Post Office Ltd the
Postmaster continues to engage such Applicant or Assistant it may be
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deemed to be in material breach of the Agreement as referred to in
paragraph 3 above.
If details of any offences committed by the Applicant or Assistant relating
to:
(i) the delivery or handling of mail, post or packets; or
(ii) theft or the obtaining of property by deception or fraud; or
(iii) mis-selling of any product or service; or
(iv) lack of integrity in any form of employment involving selling; or
(v) dishonest conduct of any kind,
come to Post Office Ltd’s attention by any means and Post Office Ltd notifies
this fact to the Postmaster the Applicant or Assistant will not until further
notice be eligible to work in relation to the Branch or any business
concerning the Royal Mail Group and the provisions of paragraph 4.11.4
above will apply.
4.12 As a general guide no person under 16 years of age shall be engaged in relation to
the Bi
ranch, or have access to Postal Packets. However where there is no reasonable
alternative to the part-time engagement of an Assistant under 16 years of age, such
engagement may be allowed subject to the following conditions:
no person under the age of 14 years may be engaged in any capacity;
the Assistant, even if a family member, shall be fully registered with Post Office
Ltd in accordance with the provisions of this Appendix E; and
the Postmaster shall comply with all relevant legislation affecting the employment
of young persons and children.
5. UNSUITABLE PERSONS
5.1 During the entire period that an Assistant is engaged by the Postmaster, the Postmaster
will report immediately to Post Office Ltd any Relevant Information as soon as it
becomes aware of same.
5.2 If:
5.2.1
5.2id
5.2.3
5.2.4
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the Postmaster does not submit a form P250 prior to the engagement by it
of the Applicant; or
the Postmaster does not declare on the form P250 any Relevant
Information concerning the Applicant of which it was aware; or
the Applicant fails any checks carried out internally by Post Office Ltd; or
the Postmaster does not report to Post Office Ltd as soon as possible any
Relevant Information of which he becomes aware (after submission of a
form P250),
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the provisions of paragraph 4.11.4 above will apply.
6. ONGOING REGISTRATION CHECKS
To meet the needs of regulation and legislation Post Office Ltd shall be able to maintain
accurate details of all those who work in any Post Office Ltd branch. In addition to
completing forms P250 when engaging new Assistants, the Postmaster is, therefore,
required each year to take part in an annual check of persons engaged in the Branch.
Ts SECURITY
7.1 The Postmaster shall inform each of his Assistants of the seriousness of any offence
of damage or interference to any Postal Packet.
7.2 The Postmaster shall ensure that its Assistants comply with the requirements of this
Manual and the Security Operations Manual in general and in particular, as they apply
to:
. the security of the Branch Premises;
. the collection, despatch, conveyance or delivery of mail; and
. the measures to be taken to prevent or detect loss or theft of or damage to a
Postal Packet.
7.3. The Postmaster shall maintain records which can enable it as far as is reasonably
practicable, to identify which of its Assistants was responsible for the conveyance,
receipt, collection, sortation, delivery or handling of any Postal Packet which may have
been interfered with.
7.4 The Postmaster shall carry out regular assessments of the risk to Postal Packets at the
Branch.
8. DISCIPLINE
8.1 The Postmaster is responsible for:
. ensuring that each of its Assistants is made aware of his obligations in 12.2; and
. placing identical such obligations directly upon every Assistant whom it engages
in relation to the Branch.
8.2 The Postmaster shall establish maintain and adhere consistently to a formal
disciplinary policy in respect of any of its Assistants who fail to comply with the
Postmaster’s obligations as set out in this Manual and the Agreement. Where the
Postmaster already has an established disciplinary policy for its employees it is simply
necessary to ensure that the policy meets the criteria set out in 8.3 and 8.4 below.
8.3 The policy referred to in 8.2 above shall include at least the following elements:
. an explanation of what constitutes a “failure to meet the standards of conduct”,
and the action to be taken in relation to such failure;
. a description of how the Postmaster has conveyed to its Assistants:
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. the fact that a failure to meet the standards of conduct might also
constitute a criminal offence; and
* the action which will be taken in relation to any such failure;
* aprovision for the appropriate records to be maintained detailing any action taken
against an Assistant for failure to meet a required standard of conduct; and
. an explanation of:
* how the Postmaster identifies consistent failures to meet the relevant
standards of conduct; and
. what remedial action the Postmaster will take in the event of
consistent failures being made.
8.4 The Postmaster shall regularly review:
. the standards of conduct imposed; and
. the disciplinary policy in place.
8.5 The Postmaster shall keep a formal record of its disciplinary policy and any exercise
by the Postmaster of it, and Post Office Ltd shall be entitled to request sight of such
record from time to time, where it is reasonable to do so in order to ensure that the
Postmaster is complying with its obligations in this respect.
8.6 Where Post Office Ltd believes, in good faith, that an Postmaster has not implemented
the disciplinary policy properly (or at all) against an Assistant, where circumstances
justify such implementation, the provisions of paragraph 3 above will apply.
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APPENDIX E - ANNEX 1
Proof of Right To Work In The UK - Acceptable Documents
An Applicant shall provide:
. one of the original documents alone, or two of the original documents in the specified
combinations given in list A below: OR
. one of the original documents alone, or two of the original documents in the specified
combinations given in list B below:
LIST A Documents which provide ongoing evidence
nhs A passport showing that the holder is a British citizen, or a citizen of the United Kingdom
and Colonies having the right of abode in the United Kingdom.
2. A passport or national identity card showing that the holder, or a person named in the
passport as the child of the holder, is a national of the European Economic Area or
Switzerland. (See note * below).
3. A residence permit, registration certificate or document certifying or indicating permanent
residence issued by the Home Office, Border and Immigration Agency or UK Border Agency
to a national of a European Economic Area country or Switzerland. (See note * below).
4. A permanent residence card issued by the Home Office, Border and Immigration Agency or
UK Border Agency to the family member of a national of a European Economic Area country
or Switzerland. (See note * below).
5. A Biometric Immigration Document issued by the UK Border Agency to the holder which
indicates that the person named in it is allowed to stay indefinitely in the United Kingdom,
or has no time limit on their stay in the United Kingdom.
6. A passport or other travel document endorsed to show that the holder is exempt from
immigration control, is allowed to stay indefinitely in the United Kingdom, has the right of
abode in the United Kingdom, or has no time limit on their stay in the United Kingdom.
te An Immigration Status Document issued by the Home Office, Border and Immigration
Agency or UK Border Agency to the holder with an endorsement indicating that the person
named in it is allowed to stay indefinitely in the United Kingdom, or has no time limit on
their stay in the United Kingdom, when produced in combination with an official document
giving the person’s permanent National Insurance Number and their name issued by a
Government agency or a previous employer.
8. A full birth certificate issued in the United Kingdom which includes the name(s) of at least
one the holder’s parents, when produced in combination with an official document giving the
person’s permanent National Insurance
9. Number and their name issued by a Government agency or a previous employer.
10. A full adoption certificate issued in the United Kingdom which includes the name(s) of at
least one of the holder’s adoptive parents when produced in combination with an official
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11.
12.
13.
14,
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document giving the person’s permanent National Insurance Number and their name issued
by a Government agency or a previous employer.
A birth certificate issued in the Channel Islands, the Isle of Man or Ireland when produced
in combination with an official document giving the person’s permanent National Insurance
Number and their name issued by a Government agency or a previous employer.
An adoption certificate issued in the Channel Islands, the Isle of Man or Ireland when
produced in combination with an official document giving the person’s permanent National
Insurance Number and their name issued by a Government agency or a previous employer.
A certificate of registration or naturalization as a British citizen when produced in
combination with an official document giving the person’s permanent National Insurance
Number and their name issued by a Government agency or a previous employer.
A letter issued by the Home Office, Border and Immigration Agency or UK Border Agency to
the holder which indicates that the person named in it is allowed to stay indefinitely in the
United Kingdom when produced in combination with an official document giving the person’s
permanent National Insurance Number and their name issued by a Government agency or a
previous employer.
(*European Economic Area Nationals from the Czech Republic, Estonia, Hungary, Latvia,
Lithuania, Poland, Slovakia, and Slovenia shall register with the Home Office within one month
of starting employment; you shall advise them to register, and you will need to provide them
with evidence of employment (e.g. a Contract or letter) in order to do so. Once the Home Office
registers your employee you shall keep the registration certificate they send to you. It is a
criminal offence not to register an appropriate employee.
Nationals of Romania and Bulgaria are subject to worker authorisation and shall obtain this
authorisation before they begin working. A worker authorisation document provides employers
with evidence from the UK Border Agency that the holder is entitled to work in the UK and whether
they are subject to any conditions. For further information see the UK Border Agency website at
www.ukba.homeoffice.gov.uk/employers).
LIST B Documents which provide evidence for up to 12 months
41. A passport or travel document endorsed to show that the holder is allowed to stay in the
United Kingdom and is allowed to do the type of work in question, provided that it does not
require the issue of a work permit.
2. A Biometric Immigration Document issued by UK Border Agency to the holder which
indicates that the person named in it can stay in the United Kingdom and is allowed to do
the work in question.
3. A work permit or other approval to take employment issued by Home Office, Border and
Immigration Agency or UK Border Agency, when produced in combination with either a
passport or another travel document endorsed to show the holder is allowed to stay in the
United Kingdom and is allowed to do the work in question, or a letter issued by the Home
Office, Border and Immigration Agency or the UK Border Agency to the holder or the
employer or the prospective employer confirming the same.
4. A certificate of application issued by the Home Office, Border and Immigration Agency or
UK Border Agency to or for a family member of a national of a European Economic Area
country or Switzerland stating that the holder is permitted to take employment which is less
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than 6 months old when produced in combination with evidence of verification by the UK
Border Agency Employer Checking Service.
5, A residence card or document issued by the Home Office, Border and Immigration Agency
or UK Border Agency to a family member of a national of a European Economic Area country
or Switzerland.
6. An Application Registration Card issued by the Home Office, Border and Immigration Agency
or UK Border Agency stating that the holder is permitted to take employment when produced
in combination with evidence of verification by the UK Border Agency Employer Checking
Service.
de An Immigration Status Document issued by the Home Office, Border and Immigration
Agency or UK Border Agency to the holder with an endorsement indicating that the person
named in it can stay in the United Kingdom, and is allowed to do the type of work in question,
when produced in combination with an official document giving the person’s permanent
National Insurance Number and their name issued by a Government agency or a previous
employer.
8. A letter issued by the Home Office, Border and Immigration Agency or UK Border Agency to
the holder or employer or prospective employer, which indicates that the person named in
it can stay in the United Kingdom and is allowed to do the work in question when produced
in combination with an official document giving the person’s permanent National Insurance
Number and their name issued by a Government agency or a previous employer.
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APPENDIX E - ANNEX 2
Recruitment Checklist
Applicant’s Full Name
Applicant’s National Insurance Number
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Activity
Yes/No
Document details:
[where applicable]
(a) I At least 2 references obtained?
(b) Evidence of identity seen?
(c) Evidence of permanent NI Number seen and
any necessary photocopies
taken and retained in the Applicant’s
recruitment file?
[Note details]
(d) Evidence of address seen?
[Note details]
(e) Evidence of right to work in UK seen and all
necessary photocopies taken and retained
(including Home Office registration
application if applicable)
in the Applicant’s recruitment file?
(f) Has the 5 year work history been seen and
verified if necessary?
(g) I Has the Applicant ever been found guilty
(including conditional discharges) of any
offence in a court of law (including a Youth
Court or
Court Martial)?
(h) If the answer to (g) is “Yes”, has the
Relevant Information been shown in the
P250
(i) Has the Applicant received any caution,
reprimand or warning, or has he/she been
involved in any mis-selling or lack of
integrity in any form of selling environment?
Gi) If the answer to (i) is “Yes”, has the
Relevant Information been shown in the
P250?
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(k) Has the P250 been completed in full and
sent to the relevant address?
(I) Has the authorisation for employment
of the Applicant been received?
(m) I Date employment as Assistant commenced
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APPENDIX H - INSTRUCTIONS TO OPERATORS FOR POST OFFICE LTD
PAYSTATION™ TERMINALS
i,
Definitions
1.1 In addition to the terms defined in the Agreement, in these Instructions the
words below have the meaning next to them unless the context requires
otherwise:
paystation™
Paystation Fees
Paystation Monies
Paystation Operations Manual
Paystation Product
working day
Paystation Operations Manual
a Post Office paystation™ terminal
the fees that will be paid by Post Office Ltd to
the Postmaster in relation to each Paystation
Product transacted by the Postmaster, as
referred to in the Fees Booklet
payments (in the form prescribed by Post
Office Ltd from time to time) which are to be
accepted by the Postmaster from Customers
of Post Office Ltd in relation to Paystation
Products
the manual for the operation of the
paystation™ provided by Post Office Ltd, as
amended from time to time by Post Office Ltd
any Product or Service which may from time
to time be transacted via the paystation™,
the choice of such Products and/or Services
to be at Post Office Ltd’s sole discretion. A
summary of the principal types of Product
and Service that can be transacted via the
paystation™ is set out in the Paystation
Operations Manual
each day on which the paystation™ shall be
operated and available for Customers as
required
by paragraph 8 below
2.1 Post Office Ltd will provide the Postmaster with a copy of the Paystation
Operations Manual and the Postmaster shall comply with the Paystation
Operations Manual and these instructions.
Paystation Payment
3.1 The Paystation Fees shall be paid to the Postmaster in the same way as other
Fees are paid to the Postmaster under the Agreement.
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4. Installation of the paystation™
4.1 The Postmaster shall ensure that it has obtained, at its own cost, all consents
or approvals needed in relation to the installation and operation of the
paystation™ at the Branch Premises.
4.2 Post Office Ltd or its contractors will install the paystation™ in a prominent
location within the Branch Premises acceptable to both the Postmaster and Post
Office Ltd. The Postmaster shall not move the paystation™ from the position
where it was initially installed without the written consent of Post Office Ltd.
5. Operation of the paystation™
5.1 If the Postmaster becomes aware that the installation and/or the operation of
the paystation™ adversely affects the functionality of any other equipment in
or services to the Branch Premises, including, without limitation, Horizon and/or
any alarm system, the Postmaster shall notify Post Office Ltd and comply with
all reasonable instructions given by Post Office Ltd as a result.
5.2 If the Postmaster experiences any problems with the paystation™, he shall in
the first instance contact the telephone helpline specified in the Paystation
Operations Manual and operated by or on behalf of Post Office Ltd for this
purpose.
5.3 The Postmaster shall, at his own cost, ensure that a telephone line, telephone
socket and power supply are continuously available so as to ensure that the
paystation™ is operational at the Branch at all times.
5.4 The Postmaster shall not carry out and shall not allow any Assistant to carry
out any maintenance, servicing or repairs to the paystation™ other than as set
out in the Paystation Operations Manual, nor use the paystation™ for any other
purpose other than as permitted by these Instructions.
5.5 The Postmaster shall take proper care of the paystation™ and shall not add or
combine the paystation™ or any part of it with any other equipment, whether
hardware or software or otherwise.
5.6 The Postmaster shall ensure that any approved proprietary notices affixed to
the paystation™ are not removed, defaced or altered in any way whatsoever.
5.7 The Postmaster shall:
8.751 display prominently within the Branch Premises the advertising and
point of sale material supplied by Post Office Ltd from time to time;
and
5.7.2 only use advertising or promotional material that relates to or
mentions the paystation™ if Post Office Ltd has provided or approved
such material.
6. Damage or Theft
6.1 The Postmaster shall as soon as reasonably practicable report any theft of,
damage to, failure or malfunction of the paystation™ to Post Office Ltd by
calling the helpline and comply with all reasonable instructions given by Post
Office Ltd via the helpline, and shall also promptly report any theft of the
paystation™ or consumables to the police.
6.2
6.3
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The Postmaster shall promptly notify Post Office Ltd of any damage caused to
Post Office Ltd property due to the installation, use or maintenance of the
paystation™.
The Postmaster shall reimburse Post Office Ltd for the cost of replacement or
repair of the paystation™ if such replacement or repair is necessary due to the
negligence, carelessness or error of the Postmaster, or was caused by his or her
Personnel.
Consumables
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7.2
Post Office Ltd will supply all consumables (e.g. receipt paper rolls and
batteries) reasonably required for the processing of transactions via the
paystation™. Such consumables shall not be used for any other purpose and
no consumables other than those supplied by Post Office Ltd may be utilised in
connection with the operation of the paystation™.
The Postmaster shall count and sign for all consumables provided which relate to
the paystation™ and maintain adequate stock controls for such consumables
and keep those not required in a secure area.
Hours of Operation
8.1
The Postmaster shall ensure that the paystation™ is operated and available to
Customers as a minimum on each day and during the Minimum Hours specified
in the Preface.
Payment of Paystation Fees
9.1
9.2
9.3
9.4
9.5
9.6
The Postmaster shall ensure that each Customer transaction is processed as a
single transaction and not split into smaller transactions, subject to any
maximum transaction limits for any of the Paystation Products.
The Postmaster shall retain all paystation™ till roll receipts and provide the
same to Post Office Ltd within three (3) working days, if requested.
The Postmaster shall input the details of the Paystation Monies received via the
paystation™ into Horizon ideally on a daily basis but in any event no later than
the next day that the Branch is open and pay all Paystation Monies received into
Horizon, by either depositing cash or making a cash equivalent payment (i.e. by
debit card) into Horizon in accordance with the Paystation Operations Manual.
The Postmaster shall not accept cheques in payment of Paystation Products.
The Postmaster acknowledges that Paystation Monies are accepted by the
Postmaster as representative for clients of Post Office Ltd and are not part of
the income, proceeds or revenue of the Postmaster.
If at any time the Postmaster fails to pay any Paystation Monies into Horizon
as and when required by the Paystation Operations Manual, the obligation to
pay any of the Paystation Monies into Horizon will still exist and the Postmaster
shall:
9.6.1 hold the monies on trust for Post Office Ltd; and
9.6.2 as soon as possible pay such Paystation Monies into Horizon.
10.
fis
12.
13.
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9.7 Paystation Monies are at the risk of the Postmaster until paid into Horizon and
a receipt is issued confirming such payment.
Staff
10.1 All Assistants operating the paystation™ shall have been properly trained by
the Postmaster in its proper use and any service standards set out in the
Paystation Operations Manual before they are permitted to operate it (save that
the Postmaster shall only be required to train its Assistants to the same and
not a higher standard than the standard of training received by the Postmaster
from Post Office Ltd).
10.2 The Postmaster shall inform Post Office Ltd immediately if any service standards
cannot be met.
10.3 If required by Post Office Ltd at any time to do so, the Postmaster shall register
any Assistants operating the paystation™ as Assistants in accordance with the
Agreement and this Manual and shall not allow any Assistants to operate or to
continue operating the paystation™ until they have been so registered.
10.4 Unless Assistants who operate the paystation™ have been registered with Post
Office Ltd as Assistants they may not have access to any Products and/or
Services nor may they operate Horizon.
10.5 The Postmaster shall, if required by Post Office Ltd at any time to do so, ensure
that any member of its Assistants specified by Post Office Ltd (irrespective of
whether or not they have been registered as an Assistant) does not operate the
paystation™.
Inspection
11.1 The Postmaster will, at all times, if required by Post Office Ltd, allow Post Office
Ltd, its employees, representatives and contractors, full access to the Branch
Premises for the purpose of determining the location of, installing, inspecting,
maintaining, repairing and replacing the paystation™ and for inspection of
records relating to transactions, payments received, consumables and security
arrangements in place in respect of the Branch Premises.
Paystation™ Deactivation and Withdrawal
12.1 The paystation™ will at all times remain the property of Post Office Ltd. Post
Office Ltd may remove it and all other associated equipment from the Branch
Premises, as the case may be, at any time by giving the Postmaster not less
than two (2) working days’ notice in writing. Post Office Ltd also reserves the
right to require the Postmaster to immediately return the paystation™ to it, at
Post Office Ltd’s cost, on demand.
12.2 Post Office Ltd may at any time and without notice change thespecification of
or deactivate the paystation™ (by remote means or otherwise) and may at any
time instruct the Postmaster to immediately cease to operate the paystation™
until further notice from Post Office Ltd.
Consequences of Withdrawal or Deactivation
13.1 If the paystation™ is withdrawn or deactivated by Post Office Ltd then the
Postmaster shall:
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13.4.1 immediately stop using the paystation™;
13.1.2 input the details of any remaining Paystation Monies (not yet
inputted at the time of withdrawal or deactivation) into Horizon and
pay all remaining Paystation Monies (not yet paid into Horizon at the
time of withdrawal or deactivation) into Horizon; and
13.1.3 immediately return to Post Office Ltd any copies of the Paystation
Operations Manual held by him.