Call for community parcel collection points as internet shopping booms

The agency mounted an investigation into parcel delivery services following an increase in online shopping and the use of companies such as eBay and Amazon. Around 860 million parcels are being despatched now in the UK every year

This week's CFS report found consumers were concerned that as parcels were being delivered when they were not at home, they had to undergo long and time-consuming journeys to retrieve their goods.

It also found that online shoppers in out-of-the-wayareas, particularly in the Highlands and Islands, are having to fork out to retailers for higher delivery rates.

The CFS has called for a streamlining of the system retailers have for charging for deliveries, claiming many firms do not make it clear which geographical areas will be subject to delays, entail higher costs or cannot be delivered to at all.

Douglas White of CFS, said: "The purpose of our research was to look at the experience across Scotland when people order parcels. This is a growing industry and will continue to grow as broadband is rolled out across the country and more people shop online.

"The main issues for consumers is how much they will pay, how their parcel is going to be delivered and the different options for that."

Research in 2007 showed that online purchases were responsible for around 10 per cent of all retail sales in the UK, a figure expected to rise to at least 20 per cent this year. However, it is thought that up to 5.6 million parcels ordered in the run-up to last Christmas either failed to arrive on time or disappeared altogether.

There are now more than 100 companies delivering parcels for retailers around Scotland and the watchdog believes that this has made life tougher for the online shopper.

The CFS report notes that the UK parcel delivery system "usually requires a customer to be at home to receive the parcel being delivered to them" and the parcel delivery industry had been "slow to develop consumer-friendly solutions".

However, it has commended firms who have set up local delivery "hubs" which hold parcels for collection, and those who send online shoppers a text message telling them when a delivery will be made.

One firm, Parcel Park, which is based in Hertfordshire, has established 200 "agents" across the UK, including sites in Glasgow, Dundee, Perth and Brechin, who agree to host collection points.

The firm charges each customer - who receives a text message and e-mail telling them that their delivery has arrived safely - 1 per parcel stored, while Parcel Pack also pays the "community recipients".

The postal watchdog's report also highlighted Packstation, run by Deutsche Post in Germany, which has set up 1,500 24-hour automated booths across the country.

Around 90 per cent of Germany's population is able to access a Packstation within ten minutes of their home.z