Restriction of postal Service Insurance to counter-purchased stamps

Summary

The requester sought justification for a policy allegedly denying compensation for pre-stamped parcels, but the authority clarified that the staff advice was incorrect and confirmed that pre-stamped items are eligible for compensation. The FOI request ultimately lapsed as the matter was resolved as a customer complaint rather than through formal information disclosure.

Key Facts

• The Isle of Man Post Office confirmed that counter staff incorrectly advised the customer that pre-stamped parcels were not covered by compensation schemes.
• Management investigated the incident and reminded all staff that pre-stamped items with correct postage are covered for loss, damage, and delay.
• The authority stated there is no restrictive practice or second-grade level of postage stamps regarding compensation eligibility.
• The FOI request was treated as a customer complaint and subsequently lapsed without formal information release.
• The customer provided a certificate of posting marked 'own stamps supplied' to assist the investigation.

Data Disclosed

• 2446957
• 2022-05-16
• 2022-05-18
• 2022-05-25
• 2022-05-27
• 14th June 2022
• +44 (0)1624 698400
• 1M2 IAA

Original Request

Please explain the legal and operational justification for stating at the counter that due to a package being pre-stamped that the Isle of Man Post Office would carry the parcel but not offer any of the published compensation schemes for non-delivery.

The certificate of posting was over-written "own stamps supplied" and the customer told "as you have pre-stamped it we do not offer any compensation for any loss".

Please advise the basis for this restrictive practice and creation of a second-grade level of postage stamps and the discernment process or judgement of counter staff to refuse to accept pre-purchased stamps prior to the transactions in question.