Our Business Standards - An employee's guide - myroyalmail
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Our Business
Standards
An employee’s guide
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1 2 3 4July 2021
Contents Part 1
Business behaviour 10
Part 2
Personal behaviour 34
Health and safety 12 Our expectations 36
Introduction 02 Service to our customers 13 Promoting diversity
Commercial behaviour and and inclusion 37
What are Our
following regulations 14 Religious and political beliefs 39
Business Standards? 03
Handling inside information 16 Examples of appropriate and
Our values 04
Security, privacy and trust 18 inappropriate behaviour 40
Our expectations 06
Dealing fairly with Managers’ duty of care 41
Your personal commitment 08
suppliers and customers 20 Working with colleagues 42
Making the right decision 09
Extraction of personal mail by Personal behaviour
Royal Mail Group employees 21 and appearance 43
Political donations Use of company funds
and impartiality 22 and property 45
Conflicts of interest 23 Using computers, phone and
Bribery and corruption 24 email accounts and protecting
Gifts, hospitality, sponsorship our valuable information 46
and donations 25 Restrictions on photography
Christmas and religious and filming 49
festival gifts 26 Modern slavery 50
Tax evasion 27 Preventing and reporting crime 51
Supporting our communities 29 Speak Up 52
Our community support scheme 30 Getting help 53
Caring for the environment 32
2What are Our Business Standards?
Our Business Standards are the standards of behaviour we expect to see
in all of our people at Royal Mail Group. It’s about following the law, doing
the right thing and treating others with respect.
It’s important that we all understand how others see the company. By applying
the behaviour that is expected of us and good judgement, knowing and following
follow our company policies when at our policies, being honest and speaking
work. This will help us do the best job up when things don’t seem quite right,
we can for our customers, enhance our we can all help to build the right culture.
already strong reputation and maintain
If you ever have concerns about how
the important role that we play within the
to act or respond in a situation or you
communities we serve.
witness someone doing something that
Our Business Standards set out our you think is not in line with Our Business
expectations of you, wherever you work Standards, you must let us know straight
and in whatever job you do. Our Business away. You can talk to your manager, or
Standards make sure we’re meeting our contact one of our confidential helplines
legal obligations, keep us safe and protect covering security, bullying and harassment
our reputation among our customers, or speaking up.
suppliers and shareholders.
By working together, we can continue to
We all make decisions every day that grow trust at the doorstep, strengthen
affect our business, our customers and our business and delight our customers
our colleagues. The individual actions we whilst safeguarding the business and
take reflect on all of us and influence each other.
3Introduction
Our values
Our values reflect the principles, beliefs
and aspirations that guide our behaviour
and shape our culture.
Be Positive
We love to give it a go, aiming to make
life better and brighter for our customers
and each other. We trust each other to
do the right thing and always say thank
you for a job well done.
41
GREAT
JOB!
OPEN
Be Brilliant Be Part of It
We know our stuff, so we always deliver It’s all about our team. We listen to each
great service. That’s because we do the other and support each other, because
little things well, and we’re pretty good after all, where would we be without each
at the big things too! We work hard to other? We appreciate diversity because
find a better way – we never stop trying getting thoughts and ideas from everyone
to improve. makes us a stronger team.
5Introduction
Our expectations
We’re all responsible for making We commit to:
Royal Mail Group the best it can be. • provide a safe, secure, healthy and
productive work environment;
That means doing business fairly and honestly,
giving our customers the best service we • treat people fairly and with respect;
possibly can and taking responsibility for the • protect people from inappropriate or
environment and local communities in which bullying behaviour;
we operate. • support people to raise concerns; and
To make sure we meet these responsibilities, • operate within the law.
we commit to looking after our people. In return,
we expect our people to commit to always being
the best they can be.
6As employees, we will:
• act honestly at all times;
• be productive during working hours;
• f ollow Our Business Standards and
Royal Mail Group policies;
•u se sound judgement and be personally
accountable for our actions at work;
• show respect for each other; and
• operate within the law.
7Introduction
Your personal commitment
We expect our people to follow If you discover our standards and company
Our Business Standards. reputation are being put at risk by unethical
or criminal behaviour, you should report
We have a responsibility to ourselves and the facts to a manager. If you don’t feel
to each other to uphold the standards comfortable speaking to your own
defined in this booklet. manager you should speak to another
Managers should make sure their teams manager in your area. You can also contact
understand and keep to these standards. the Security Helpdesk or Speak Up helpline,
We should all hold each other to account. confidentially, if you feel you can’t talk to
If you witness someone behaving in a way anyone in your workplace
that’s not consistent with Our Business Ignoring inappropriate or illegal behaviour
Standards, it’s your responsibility to is wrong and will damage the reputation
let us know. of our company and everyone who works
Please be aware that breaking any of for us.
Our Business Standards may be dealt We realise it’s not always easy to report
with under the conduct policy and any unethical or criminal behaviour but it’s
finding of misconduct could result in important to let us know if something’s
action, up to and including dismissal. wrong. If you’ve got any concerns, please
Breaking specific business standards see the ‘Getting help’ section at the back
may result in criminal prosecution. of this booklet.
8Introduction
Making the right decision
Our Business Standards are at the heart Questions to consider
of everything we do while we’re at work. If you are faced with a dilemma or you’re not sure
what to do, ask yourself these questions:
You’ll already do a lot of what’s covered in this
booklet without even thinking about it, but that • Does it feel right?
doesn’t mean you won’t sometimes face difficult • Is it legal?
situations or dilemmas in your day-to-day activities.
• Is it in line with Our Business Standards, values
Some decisions are clear cut whereas others may and company policies?
be more open to interpretation. Use this booklet to • Will it reflect negatively on me or Royal Mail Group?
help you understand how to behave when faced with
• Would I be happy to defend my decision in public?
these difficult situations, or as a guide for where to
find more information and help. • Who else could be affected by this
(for example, colleagues or customers)?
We haven’t covered every situation you might face
• Would I be concerned if others knew I’d taken
but we hope the examples and information will give
this course of action?
you the tools you need to make the right choices.
We trust you to use your good judgement to act in • Is there a better action I could take?
line with Our Business Standards and to ask for
help when you need it.
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If you’re still not sure about the right thing to do, talk to your manager
or report the matter using the Speak Up helpline, call 0800 090 3154
or visit royalmail.gan-compliance.com/p/speakup
9Part 1
Business behaviour
10The behaviour that makes a difference to our customers
and how our business is run
Health and safety 12
Service to our customers 13
Commercial behaviour and following regulations 14
Handling inside information 16
Security, privacy and trust 18
Dealing fairly with suppliers and customers 20
Extraction of personal mail by Royal Mail Group employees 21
Political donations and impartiality 22
Conflicts of interest 23
Bribery and corruption 24
Gifts, hospitality, sponsorship and donations 25
Christmas and religious festival gifts 26
Tax evasion 27
Supporting our communities 29
Our community support scheme 30
Caring for the environment 32
11Part 1 – Business behaviour
Health and safety
‘Everyone has a responsibility for their own safety, Never carry
that of their colleagues and others’ out tasks
You must: without
• act in accordance with the responsibilities set out in the ‘Your SHE (safety, the proper
health and environment) roles and responsibilities’ booklet appropriate to training
your role in the organisation;
• support a safe culture and behave responsibly, always taking account
of your own safety and that of others;
• report hazards and unsafe acts and conditions so we can deal with them;
• intervene in a positive and polite manner where necessary to keep your
Example
workplace safe, and respond to others who step in to help you in the same way;
• make sure you have the proper training and necessary authority to carry out tasks; A manager notices that
their team members
• take part in health and safety briefings, work time listening and learning
aren’t pushing Yorks in the
sessions (WTLL) and meetings, where required;
correct way. They believe
• always follow the appropriate safety rules, standards and procedures, this could be a risk to them
and ask for an explanation if you’re not sure; and to the people around
• use and maintain all controls, procedures and protection provided them, so they discuss the
for your safety and the safety of others; safe systems of work for
• report all incidents, near-misses and personal injuries to your Yorks and everyone agrees
manager straight away; to follow these methods.
• make sure your working hours are in line with the working time policy.
12Part 1 – Business behaviour
Service to our customers
Our customers are important.
We serve their needs by giving them:
• consistent delivery of what we promise;
Mistakes and
• value-for-money services and products;
service failures
• timely, reliable and secure services nationwide;
damage our
• accurate and accessible information about our
services and products;
reputation, and
• a helpful and polite service at all times; and
lose customers
• a prompt and appropriate solution if things go wrong.
Everyone in the company has an important part to play in living
up to these commitments. If we fail our customers, they’re likely
to take their business elsewhere. That damages our business and
our job security and it won’t go unnoticed.
Our external regulator, Ofcom, can impose penalties if we fail
to meet our obligations. There is also a consumer watchdog
which takes an interest in the service we give to customers.
13Part 1 – Business behaviour
Commercial behaviour and following regulations
The only right way to compete with other businesses is by making sure that our business
methods are always ethical, professional and legal.
Regulatory framework Competition law
We operate under a regulatory regime, overseen by Ofcom Like all other business, we must also
(our regulator). This sets out our responsibilities as the comply with competition law.
Universal Service Provider and also the requirement that we
Both Ofcom and the Competition and
provide access to our network. We must not share information
Markets Authority have competition
gained as a result of providing wholesale services with other
law powers and will take action against
parts of our business, and we must not discriminate against
companies who act in a way that damages
wholesale customers and their mail.
competition. For example, it’s illegal for
Everyone in Royal Mail Group needs to play a part to make sure we competitors to agree prices collectively
meet our regulatory requirements. We should all do the following: with each other. The golden rule is that
we should decide our commercial policy
• Be aware of and follow our Access Regulation and Competition
independently from competitors and
Law policies, processes and procedures.
other businesses operating in the market.
• Complete all mandatory training courses to the timescales given. Discussing our business arrangements
•U nderstand and act on any supplementary guidance issued by with competitors (and even suppliers)
the business. runs the risk of breaking competition law.
•K now who to go to for help - you can contact Group Compliance For more information, see our competition
& Ethics (group.compliance@royalmail.com) or Group Legal law and USPA5 policies and guidance
(Regulation_And_Competition_Team@royalmail.onmicrosoft.com)
14Did you know?
Under competition law, if we are found to have significant market power, we will have extra responsibilities
not to abuse that position of power by exploiting customers or unfairly excluding competitors.
Failure to follow either the regulatory framework or competition law could have serious
consequences (such as fines and damage to our reputation) and consequences for individuals
(for example, action taken under the conduct policy or criminal charges for some offences).
You must do the following
• Never discuss confidential • Keep to our ring-fencing obligations Example
information when in public. when it comes to wholesale
information and don’t discriminate An employee has been told some
If you are going to events on behalf information about changes to
of Royal Mail Group , remember against wholesale customers
Royal Mail Group’s strategy. This
that you represent the business • Act fairly and in a non- information is very positive and
• If you are going to a trade discriminatory way in all dealings exciting for Royal Mail Group and
association, forum or event with our customers and suppliers the employee wants to share
attended by competitors, make • Never share any commercially it with an ex-colleague who he
sure that you have Group sensitive or confidential information still sees regularly and who now
Compliance & Ethics approval outside of Royal Mail Group, or works for a competitor of Royal
and follow the appropriate steps accept this kind of information Mail Group.
which you can find on the Group from competitors
This information must not be
Compliance & Ethics intranet site • Never enter into discussions or shared with the ex-colleague,
• Never reveal confidential make any form of arrangements even in an informal setting. It
information on social media. with competitors without first could be used by the competitor
This could be pricing, strategy getting legal advice to alter their own strategy and so
or anything else which the public could breach competition law.
do not already have access to
15Part 1 – Business behaviour
Handling inside information
Inside information is any information that you know because you are an employee,
which could affect the price of Royal Mail Group plc shares.
You must: Our obligations as a listed company
• keep our information confidential and reveal As a company listed on the London Stock Exchange,
it only to employees who need to know it; we have to keep to the obligations in the Financial
•pass details of potential inside information Conduct Authority’s Listing, Prospectus and Disclosure
(for example, major business developments, and Transparency Rules (listing rules), as well as the
expected earnings or losses) to your manager or Market Abuse Regulation. The listing rules say listed
to the Company Secretary (cosec@royalmail.com) companies must meet certain standards of governance
as soon as possible; and investor protection.
• not communicate with the media, shareholders or The listing rules say we must treat all our shareholders
analysts unless you have been authorised to do so; equally, which means we must do the following:
• not deal or encourage anyone else to deal in • announce to the markets, as soon as possible,
Royal Mail Group plc shares if you have inside any information about matters and developments
information; and relating to our companies that could affect the
• keep to the relevant communications policy and price of our shares. This information is known as
share dealing policy and code, as appropriate. inside information until it has been announced to
the markets
• make sure all inside information is properly
protected and employees with access to it don’t
abuse, and are not seen to abuse, their position.
16Handling inside information Using inside information incorrectly
If you have access to inside information (or information If you’re aware of inside information and try
which could become inside information), you must to take improper advantage of it, you’re likely
keep it strictly confidential and treat it in line with to be committing a criminal or civil offence.
our communications policy. You could also face action under the conduct
policy. Taking improper advantage includes
If you become aware of inside information (or
revealing the information to someone who
information which could become inside information),
has no business knowing it. It could also involve
you should tell your manager or the Company
buying or selling Royal Mail Group plc shares
Secretary (cosec@royalmail.com) as soon as possible.
on the basis of the information or encouraging
In some cases, our Disclosure Committee will review
someone else to do so.
the information immediately to decide whether it is
inside information which should be announced. For more information, see our communications and share
dealing policy and code
To avoid a situation where the markets become aware
of inside information that we have not yet formally
announced, you should only discuss confidential
information on a need-to-know basis. Only authorised
Royal Mail Group employees may communicate with
the media, shareholders and analysts.
If you’re considered to have, or you’re likely to have,
regular access to inside information (or information
which could become inside information), you’ll be told
by the Company Secretary and receive appropriate
information and training. You will also have to keep
to our share dealing policy and code and get clearance
before you can buy or sell Royal Mail Group plc shares.
17Part 1 – Business behaviour
Security, privacy and trust
Millions of items are entrusted to us by our customers every day.
We must gain and keep the absolute trust of our customers and others we come
into contact with as a result of our business activities. The strength of the company
rests on the honesty and integrity of each one of us.
Maintaining our standards means:
• handling with honesty all items, mail, data, • accurately reporting business performance
cash and valuables entrusted to us; measures, for example making sure there is
• protecting company and customer property no interference or undue influence on quality
and assets, making sure they are not stolen, measurements;
abused, damaged, or taken for personal use; • making sure company premises and
• making sure company funds and property, facilities are not abused for unauthorised
including Royal Mail Group prepaid envelopes, commercial transactions;
are never used for personal use; • protecting confidential information you handle
• reporting anyone who misuses company from compromise or unauthorised disclosure
property or goods entrusted to us; and keeping to laws such as the UK General Data
Protection Regulation (GDPR) which require us to
• using correct accounting in all financial
protect personal information; and
transactions and claims and keeping to
business-control procedures; •displaying Royal Mail Group photo ID at all times
when on our premises and being prepared to
politely challenge anyone on our premises who
is not wearing their identification.
18Our obligation as a We must minimise the risk of loss, theft, damage or
regulated company interference with the mail by:
As a regulated postal operator we • making sure all employees are aware of, and have access to,
have an obligation to protect the the security standards and procedures needed to make sure
mail and make sure it is secure. mail is secure;
• individually and collectively keeping to those standards; and
Protecting the mail
• reporting and recording any incidents of loss, theft, damage
Any loss or break in security undermines or interference.
customer confidence in our ability to
protect the mail and may attract negative Operational security standards
media attention.
• Customers’ parcels and letters must not be left unattended
or unsecure at any time
• Everyone working for us must have an appropriate level
of security awareness and training
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• Unauthorised access to all our sites must be prevented.
• Special Delivery, tracked and high-risk parcels and letters
must be given appropriate protection
• Managerial checks to protect all customers’ parcels and
letters must be effectively used
• All vehicles and equipment used to carry customers’
parcels and letters must be given the appropriate
level of security at all times
19Part 1 – Business behaviour
Dealing fairly with suppliers and customers
We aim to build trust and create positive relationships with our
suppliers and customers through fair and consistent dealing.
We do this by doing what we’ve said we’ll do, meeting agreed timescales and delivering
our services in full. We expect employees involved in negotiating contracts to get the
best value for the business and set an example of competence and honesty.
When doing business for the company, you must:
•h ave the proper authority before you negotiate or • set prices and conditions in line with
sign contracts; competition law, our regulatory
• not negotiate with vendors or commit to third-party requirements and approval processes;
spending without procurement approval; • get timely advice from Group Legal if
• keep to the relevant legal requirements, any non-standard form of contract is
policies and standards, acting professionally proposed and not making any decision
during all customer interactions as the ‘face’ of without their advice; and
Royal Mail Group; • pay suppliers for goods and services
• avoid any business practice which might be within the agreed timescales
reasonably judged improper, including ‘cutting and specification.
corners’ by neglecting proper consultations or
procedures which would result in us or a supplier For more information on dealing fairly with suppliers
having a negative impact on human rights; see our Procurement Code on the intranet
20Part 1 – Business behaviour
Extraction of personal mail by
Royal Mail Group Employees
Employees working in the operational pipeline may come into contact
with personal mail addressed to themselves.
This is particularly true for our colleagues who work Please note:
in a delivery office that serves their home address, so • only employees within Royal Mail Group can ask
there may be circumstances where colleagues want to to extract items of mail; for avoidance of doubt
extract their own personal mail whilst at work. employees in Parcelforce are not able to extract
items and all requests will be refused;
In such cases, the process below must • only mail items addressed to the individual
be followed: employee may be extracted;
1. A request to extract personal mail item(s) • mail cannot be extracted for spouses, children,
must be made to a manager. relatives, or neighbours, etc. (e.g. Mr Smith cannot
2. The manager must check the item(s) is addressed extract mail addressed to Mr and Mrs Smith); this
solely to the employee at their home address. must be delivered as addressed;
3. If the manager agrees that the item can be • the above does not prevent an employee on delivery
extracted the manager must sign and date the delivering to their own address, providing they reside
item(s) to show the extraction has been authorised. on their delivery route and they do not divert from
route sequence to make their own delivery;
4. All relevant tracking systems must be updated
as appropriate. • failure to follow this process may lead to action
under the Conduct Policy.
21Part 1 – Business behaviour
Political donations and impartiality
As a company, we must not make political donations of any kind.
The interests of our company and our customers must not be
compromised by any interest or activity in a political party.
You are entitled to vote and take part in the political process, including
representing a political party. This must be in your own time.
You must: Follow these simple rules:
• not offer company contributions, for example • if you take part in the political process it must
the free use of company premises, for any political be in your own time using your own resources
party or organisation which is linked with a • political activity is not allowed at work.
political party; This includes active support of parties,
• not sponsor or book events through any pressure groups or other causes
political party or organisation which is • you must not display badges, slogans
linked with a political party; or notices advertising political parties or
• make sure electoral material – which by law causes while on duty or in uniform, or on
we have to deliver – is treated correctly, with our premises, notice boards or vehicles
the same respect as other mail; and • you must not distribute or deliver unauthorised
• remember company funds and resources must material while you are at work or in uniform,
not be used to try to advance our interests by or allow anyone else to use business services
making payments to governments or officials. free of charge for this purpose.
22Part 1 – Business behaviour
Conflicts of interest
Carrying out your work with honesty and openness means you can avoid difficult situations.
The essential principles
• You must not do anything which conflicts with • To avoid conflicts of interest or issues with
your duty as an employee or agent of the company, favouritism, if you are related (by blood, marriage
or use your official position for any advantage or partnership) or have a personal relationship with
• You must not work for, receive payment from someone, you cannot work in roles where supervision
or advertise any organisation which is in may be affected. Report any possible situations
competition with us, or which is involved in like these to your manager or another manager
activities which may damage our reputation, • If you receive a fee from an outside source for
including any personal sponsorship carrying out a service which forms part of your role,
• You must declare any outside employment (which or takes place in business time (for example, giving
includes directorships or significant shareholdings). an interview or lecture), you must report it to your
These must not be contrary to our commercial manager
interests or damage our reputation
• Your actions as an employee or agent must Example
not be improperly influenced by any relationship An employee’s son is about to transfer to the
(for example, by blood, marriage, partnership unit where the employee works as a late-shift
or being a member of any social, religious or manager. Even though the employee would not
political association) or by any personal or manage their son, they know they should tell
financial consideration their own line manager that their son is coming
to work at their unit.
For more information see the conflicts
of interest policy and guide
23Part 1 – Business behaviour
Bribery and corruption
Corrupt acts expose our business and employees to the risk of prosecution, fines, exclusion
from tendering for business and other penalties. We have a ‘zero tolerance’ policy on bribery.
What is bribery? You must:
Bribery is promising, offering, giving, asking • never promise, offer or give a bribe;
for or accepting any advantage to encourage or • never ask for or accept a bribe;
reward behaviour that is improper (in other
• report any bribe or suspected bribe as
words, it is illegal, dishonest or involves breaking
soon as possible to your manager, and
a duty). This can be either directly or through
to Group Compliance & Ethics or the
someone else. Even if the recipient turns down
confidential Speak Up helpline; and
a bribe or it doesn’t have the intended effect,
it is still a bribe and is illegal. • remember that you won’t suffer any negative
consequences for refusing to give or receive bribes.
Advantages may be financial or non-financial and
could be anything which is, or might be, valuable
to the person being offered the bribe or someone Example
connected to them (like a relative or friend).
An employee has been offered money to
An advantage may be money, loans, donations
make sure a customer’s mail is delivered first
(including charitable donations), an award of
in the morning. They know accepting this offer
business, job offers, preferential treatment,
means breaking our policy and potentially
a holiday or gifts and hospitality.
breaking the law. The employee does the right
For more information see our prevention of bribery, thing – they refuse the offer and report it to
corruption and the facilitation of tax evasion policy
their manager.
24Part 1 – Business behaviour
Gifts, hospitality, sponsorship and donations
Offering or accepting gifts, hospitality, sponsorship or donations to
encourage or reward improper behaviour may be considered a bribe.
Our guidance set out what we normally consider reasonable and
appropriate gifts, hospitality, sponsorship and donations (GHSD).
You must: For more information see our prevention
of bribery, corruption and the facilitation of
• not ask for a gift from any individual or organisation we deal with; tax evasion policy and our gifts, hospitality,
sponsorship and donations guidance
• not offer or accept any GHSD to influence a decision
or to conceal a bribe;
• not offer or accept any gift of cash, or cash equivalents Example
such as shares, gift cards or vouchers (this does not include An employee is in a tendering
Christmastips from customers to front-line employees); process to set up a new supplier
• not accept or offer any GHSD (other than simple for employee uniforms. During the
refreshments provided at a meeting), if you’re involved tender process the supplier offers
in tendering or negotiations of a contract or bid for work, the Royal Mail Group employee
during the period of the tender, bid or negotiation; hospitality tickets to a concert.
• register all GHSD above £50 on the gifts and hospitality The employee refuses the tickets
register and anything, regardless of value, offered to or and reports the offer using the
received from a public official; and gifts and hospitality register to
• tell Group Compliance & Ethics immediately if you (or your confirm that he has declined the
partner or relative) are offered any GHSD (including tips) and tickets, protecting both himself
the person giving it suggests they expect something in return. and our business.
25Part 1 – Business behaviour
Christmas and religious festival gifts
We do an important job, especially at Christmas.
Colleagues deserve the recognition they get from the public.
We see the giving of Christmas tips and gifts for other religious
festivals as a matter between customers and individual employees.
Remember
You must not accept a tip if there is any suggestion it
is meant to encourage you to do something inappropriate.
You shouldn’t accept a tip if it’s meant to encourage you to reveal
official information or information about another customer, to break
any company rule or provide preferential treatment. Accepting or asking
for a tip in these circumstances would be considered breaking the law.
For more information see our prevention of bribery,
corruption and the facilitation of tax evasion policy and
our gifts, hospitality, sponsorship and donations guidance
26Part 1 – Business behaviour
Tax evasion
Tax evasion is a criminal offence. If you help someone evade
tax, you could be prosecuted and Royal Mail Group could also
be held liable and subject to unlimited fines, causing significant
reputational and financial damage to our business.
We all have a part to play in minimising the risks of tax evasion.
Example
What is tax evasion?
An employee working in
Tax evasion is fraudulently evading or cheating a tax authority
Accounts Payable turns a blind
out of tax and is a criminal offence.
eye to a supplier issuing a wrong
If you deliberately and dishonestly help someone (e.g. a customer) invoice, so they don’t have to pay
evade tax (anywhere in the world), Royal Mail Group can be any VAT to HMRC. Royal Mail
held criminally liable, unless we can show we have reasonable Group could be held liable if we
procedures in place to prevent our employees and representatives cannot evidence that we have
from doing this. procedures in place to prevent
Even turning a blind eye when you know tax evasion is going on this from happening.
could still count as helping someone commit tax evasion.
For more information see our prevention of bribery,
corruption and the facilitation of tax evasion policy
27What is VAT fraud? You must:
VAT fraud is a type of tax evasion. It can occur anywhere • follow Royal Mail Group policies and procedures
along a supply chain; not just by the person or business at all times;
Royal Mail Group is immediately doing business with. • never assist a customer, supplier or anyone else
It could involve our suppliers or our customers. Royal to evade tax;
Mail Group must have procedures in place to detect
• never turn a blind eye to what you might think might
fraud in our supply chains. For example, checking a VAT
be tax evasion;
number and bank account details provided by a supplier
are genuine and requiring our contractors to have • consider if a deal appears “too good to be true”,
appropriate checks in place with their own suppliers. taking into account things like pricing, communication,
experience and history; and
What are the consequences? • report any knowledge or suspicion to Group Compliance
• You could be prosecuted and so could Royal Mail Group & Ethics or through the confidential Speak Up helpline at
• In certain circumstances, a Royal Mail Group director royalmail.gan-compliance.com/p/speakup
or manager could also get a penalty if they should
have known that RMG was connected with a VAT fraud
• For employees, action could be taken under the
conduct policy
Example
A colleague in the Sales team is trying to win business from a new customer who imports goods from
the EU. The colleague advises the importer to under-declare the value of goods being imported to help
reduce the customs and excise duties due, in return for securing their business. Royal Mail Group could
be liable for the actions of this colleague, as they have deliberately helped the importer avoid tax.
28Part 1 – Business behaviour
Supporting our communities
We are a valued and trusted
part of our communities.
Delivering economic and social benefits to the
communities we serve is one of the key objectives
of our corporate responsibility strategy. We use
our core business competencies, people and
brand to benefit good causes.
Our Community Investment strategy:
Our Community Investment strategy has
three priorities:
• t o leverage our national scale;
• use our local presence; and
• unlock potential through education.
29Part 1 – Business behaviour
Our community support scheme
Every Royal Mail Group colleague can apply once a year
for up to £200 in matched giving from Royal Mail Group
for money raised for any registered UK charity or registered
good cause under the Community Support Scheme.
We also offer volunteering and fundraising grants.
Find out more at myroyalmail.com/community
We report our Community Investment work
each year in our CR report.
Please visit: www.royalmailgroup.com/en/
responsibility/policies-and-reports for the
latest report.
30Did you know?
• Our 2017-2021 Charity of the Year partnership with Action
for Children raised an incredible £2 million. All funds
raised were used to deliver the Blues programme; a
school based programme supporting young people aged
13-19 years old who are suffering from, or who are at risk
of depression and other mental health problems. The
programme has been delivered to over 5,000 young people
across the UK
• We work closely with the charity, Missing People, using our
presence in local communities to support the search for
vulnerable, high-risk missing people. We send location-
specific alerts through our network of handheld PDAs,
office TV screens and MyRoyalMail.com
• For more than 30 years, Royal Mail Group has supported the
Disasters Emergency Committee (DEC) with a dedicated PO
Box. DEC appeals are launched in response to overwhelming
humanitarian crises
31Part 1 – Business behaviour
Caring for the environment
We recognise the impact of a changing
environment on our business, our people,
neighbours, customers and suppliers.
We believe the responsible management
of natural resources is an essential part
of the way we manage our business.
We are committed to:
• protecting the environment;
• identifying and managing environmental risks;
• preventing or minimising any possible effect our business
might have on the natural or built environments and the
communities living in those environments;
• finding operational efficiencies that can reduce our
use of natural resources; and
• looking for environmental performance improvements
that support new business opportunities.
Together these commitments help us to manage our
impact on the environment, whilst adapting our business
to meet the challenges of a changing world.
32We can all take simple steps to manage our effect
on the environment both at work and at home.
Responsible consumption • Separate waste using the correct waste bins
• Turn off lights when not in use • Don’t drop rubber bands while on delivery.
• Don’t interfere with the building temperature settings Collect and reuse them
• Turn off electronic devices and equipment after use • Collect and reuse york card labels
• Use the most energy-efficient mode settings on your • Print only when necessary, on both sides of a page
electronic devices and equipment, for example, use • Use hand driers instead of paper towels
the hibernation feature on computers and laptops • Instead of using disposable cups to buy drinks from
•M ake sure bay doors and curtains are shut when the canteen, use your own cup or mug
not in use • Use water bottles instead of disposable cups
• Turn off vehicle engines when not in use • Avoid using disposable cutlery, plates and bowls
• Don’t over-accelerate or break harshly
Save water
• Drive efficiently, using the correct gears
• Turn off taps after use
• Keep tyres at the correct pressure
• Report any leaks to your line manager as soon
• Use public transport as much as possible and reduce
as possible
the use of private cars and flights for business travel
• Share car journeys with colleagues where possible
for business trips and to work For any questions on our work relating to
the environment or community please email
• Cut down on business travel: use conference calls,
the Corporate Responsibility team:
virtual meetings and work from home where possible corporateresponsibility@royalmail.com.
•O nly purchase/use what is needed and reuse items
where possible
33Part 2
Personal behaviour
34How we work together with our colleagues
Our expectations 36
Promoting diversity and inclusion 37
Religious and political beliefs 39
Examples of appropriate and inappropriate behaviour 40
Managers’ duty of care 41
Working with colleagues 42
Personal behaviour and appearance 43
Using company funds and property 45
Using computers, phone and email and protecting
our valuable information 46
Restrictions on photography and filming 49
Modern Slavery 50
Preventing and reporting crime 51
Speak Up 52
Getting help 53
35Part 2 – Personal behaviour
Our expectations
In Royal Mail Group we work together to create a positive working environment for everyone.
We do this by treating each other politely and with respect, What does this mean for managers?
by making sure we don’t take part in inappropriate We expect our managers to set a good example at all
behaviour, and by keeping to our values at all times. times and demonstrate how to live by Our Business
When it comes to the behaviour of others – customers, Standards and company values.
colleagues, suppliers or anyone else we might meet As well as our expectations of employees,
at work – we don’t put up with abusive, aggressive or all managers must:
discriminatory behaviour.
• remember they are Royal Mail Group managers and
This section of Our Business Standards sets out the represent the business, both in and out of work;
behaviour we expect you to display while you’re at work.
• lead by example;
We should all behave appropriately and remember we are • support, encourage and take action to challenge
representing Royal Mail Group whenever we’re at work. any failure to meet standards; and
You must: • operate within the law.
• not act in an intimidating, threatening, derogatory
or discriminatory way;
• not behave violently or be abusive to others;
• not take part in criminal activity; and
• not do or say anything that might harm our business,
2 3our colleagues
4 or others we come into contact with.
36Part 2 – Personal behaviour
Promoting diversity and inclusion
Diversity and inclusion is about treating each other with respect and consideration, and
valuing the differences and contributions of all. It is about creating a positive culture
where each of us feels comfortable bringing our ‘whole self’ to work. Royal Mail Group is
committed to creating a work environment that is free from discrimination, victimisation,
bullying and harassment, where all individuals are treated with dignity and respect.
This means:
• we should always be open, respectful, polite • we should work together to create an inclusive
with each other and keep to our company’s values working environment for all
at all times • everyone has the right to a family life. We should
• we must not discriminate for any reason or respect each other and not discriminate against
characteristics such as: race, colour, ethnic or those with family commitments outside work.
national origin, nationality, disability, marital or You must:
civil partner status, sexual orientation, pregnancy
or maternity, age, religion or belief (including • follow the principles of our equality and
political opinion in Northern Ireland), sex or fairness policy;
gender reassignment • not discriminate or encourage others to
• we should encourage a workplace that promotes discriminate; and
equal opportunities for everyone, providing • not use inappropriate behaviour or intimidate
opportunities based on a person’s performance, other employees, customers or suppliers
skills and development needs in a fair and open way for any reason.
37Everyone is expected to take personal responsibility for putting these principles
into practice and setting an example in the workplace.
We will investigate formal complaints and any employee who is found to have committed an act
of discrimination or harassment will face formal action (up to and including dismissal) under the
conduct policy.
Our policies prevent you from: What to do if you have a genuine concern?
• taking action against someone who reports If you feel you have a concern at work, we want you to
a concern in good faith; or bring it to our attention. It’s in everyone’s interest for
• deliberately making false or fictitious complaints people to raise genuine concerns about their treatment
without action being taken against you. or the treatment of others at work. Ideally, you should
first raise your concern with your manager.
Both could lead to formal action (up to and
including dismissal) under the conduct policy. If the concern is about bullying and harassment,
see the stop bullying and harassment policy or
call the bullying and harassment helpline on
0800 5874 777 for support and advice.
If you have a concern about wrongdoing, misconduct
or unethical behaviour that isn’t appropriate to
raise through your manager, an independent
manager or other helplines or processes, you
can raise this concern via the Speak Up helpline
at royalmail.gan-compliance.com/p/speakup
1 2 3 4
38Part 2 – Personal behaviour
Religious and political beliefs
We have a duty to deliver a consistent Your manager will work with you to manage any
standard of service to all our customers, no issues as a result of personal views or beliefs
and will consider any changes that can be made
matter what our own views or beliefs may be.
where appropriate.
During your day-today activities at work you might We aim to strike a balance between the needs of our
come across people who hold different religious people and the commercial needs of our business.
or political views to your own, or you might be asked However, due to the nature of our work, it will not
to handle items that conflict with your personal always be possible to meet every request.
beliefs. For example, you may be asked to deliver
food products, alcohol, or other postal items that Be aware we have a legal obligation to deliver
conflict with your personal views. electoral material, so political conflicts are
unlikely to be resolved.
We all have a responsibility to deliver great service
to our customers and meet the requirements of our
job. We need to be tolerant of the views of others
and make sure our personal beliefs and opinions
don’t cause offence.
If your personal beliefs or opinions prevent you
from being able to fulfil your role you should raise
this with your manager.
39Part 2 – Personal behaviour
Examples of appropriate and
inappropriate behaviour
Acceptable behaviour
• Talking to employees about their performance
• Providing constructive feedback
• Asking an employee to carry out a task in the workplace
• Providing a constructive opinion when asked
• Taking appropriate action in line with the conduct,
attendance, performance management or supporting
performance improvement policies
Unacceptable behaviour
• Suggestive remarks or gestures
• Displaying pictures with sexual or racial undertones
• Demeaning or ridiculing someone
• Jokes and banter of a derogatory nature
• Unwelcome touching
• Any sexual advances
• Using social media (e.g. public or Royal Mail
Group’s approved Facebook Workplace)
to display any of the above behaviours
40Part 2 – Personal behaviour
Manager’s duty of care
If you are a manager, your behaviour should never conflict with Our Business Standards.
You should lead by example and demonstrate how to display Our Business Standards and
company values at all times.
Managers must:
• show initiative and commitment – leading by example to encourage Example
others to do the same; A manager often offers overtime
• manage and support employees appropriately, treating others to one of their team members
as you’d like to be treated; ahead of everyone else. This is
• develop a team culture that encourages integrity and speaking up showing favouritism to that
• evaluate the performance of your team fairly; person and not treating all
employees fairly and equally. By
• protect the interests of the company by considering commercial doing this, the manager isn’t living
implications and other risks in your decision-making; up to the standards of behaviour
• put the interests of the company as a whole above those of any we expect or demonstrating the
specific part of the business; company values at work.
• use company funds as though they were your own, avoiding
costs that don’t add value to our core business activities or See our Leading with
benefit our customers; Integrity manager guide
for more support
• behave responsibly and lawfully, avoiding exposing yourself
or the company to legal liability; and
• take all reasonable measures to record and protect essential
information and maintain business continuity.
41Part 2 – Personal behaviour
Working with colleagues
We expect our people to behave in line with Our Business Standards and company values
at all times. This means treating each other politely and with respect.
You must: Remember:
• always be open, honest and polite towards colleagues; Protecting our colleagues and our
• not abuse or offend others by the things you say or write, reputation is important, which is why
including in emails and on social media. Always be mindful that we launched our confidential helpline
writing or posting on social media can be even more hurtful and – Speak Up.
offensive than if you say it in person because social media has a If you have concerns about issues like
much wider audience and stays online for a long time; misconduct or malpractice you can raise
• not behave in any way that suggests prejudice or favouritism; them through Speak Up without risk of
reprisal. You can access Speak Up online
• not take part in, encourage or condone bullying, intimidation,
royalmail.gan-compliance.com/p/speakup
harassment, unlawful discrimination or abuse of any kind to
or over the phone (0800 090 3154).
anyone, whether a colleague, customer, supplier or member
of the public;
• challenge any instances of this behaviour and show
it is not acceptable in our organisation;
• not exploit colleagues for loans, private work or favours
of any kind; and
• not retaliate against any colleague who reports wrongdoing.
42Part 2 – Personal behaviour
Personal behaviour and appearance
We expect high standards of personal behaviour at work from everyone.
We should all demonstrate:
• efficiency and reliability;
• honesty;
• punctuality and good attendance
• a smart and clean appearance; and
• integrity and confidentiality when handling
customer and colleague data.
Behaviour
Behaviour which damages service to customers, our
reputation or efficiency is unacceptable. This includes
lateness; poor attendance; dishonesty, drunkenness;
using illegal substances; misusing psychoactive
substances (legal highs); violent or disorderly
behaviour; and abusive language.
Gambling is not allowed at work or on our premises.
Employee clubs must keep to company rules.
Possessing, selling and using alcohol and illegal
drugs at work are not allowed, nor is the misuse
of psychoactive substances.
43Appearance
Any nonpermanent marks (temporary tattoos, henna tattoos
and so on), badges, ribbons,jewellery, tattoos or ornaments
(including items used in body piercing) that are offensive,
indecent, a health-and-safety risk, or otherwise incompatible
with the standards in this booklet should not be displayed on
duty, or on company premises or property.
After reading this booklet, if you’re still not sure about the
standards you should be following, speak to your manager
or refer to the HR pages of the intranet.
44Part 2 – Personal behaviour
Use of company funds and property
We expect you to protect our property and assets.
Don’t use our assets for your personal benefit Example
or the benefit of anyone other than the company. An employee claims expenses for
Make economic use of resources, avoiding waste their travel when they have to drive
and extravagance. to other offices. They often add a
few extra miles onto their claim
You must: so they can claim more money.
This is fraud, for which action will
• not claim money from the company for hours you did be taken under the conduct policy.
not work; The employee may be prosecuted.
• not claim money for a journey you did not make;
• not claim an expense you did not legitimately have For more information, see our business
to pay; or travel and expenses policy
• not use inside information about a company transaction
for personal profit.
All the above are unacceptable and may be treated as gross
misconduct, which could result in your dismissal. If theft or
fraud is involved, we may prosecute.
45Part 2 – Personal behaviour
Using computers, phones and email accounts
and protecting our valuable information
Royal Mail Group goes to great lengths to protect colleague, customer and company
information. As an employee you handle vast amounts of valuable Royal Mail Group
information on a daily basis via our network, systems, devices and through information
held electronically or on paper. Our best defence in protecting this information is our
employees. It is everyone’s responsibility to ensure this information is protected
in line with Royal Mail Group’s Acceptable Use Policy.
YOU are our best defence against
information loss and cybercrime.
Information security and data protection requires
a proactive approach to recognising and reporting
lost, stolen and at-risk information. We all need stay
vigilant for suspected or realised security incidents
and data breaches, and notify the IT Helpdesk
immediately on 0345 608 2555 when this happens.
The quicker you report, the quicker Royal Mail
Group can respond to protect your colleagues,
our customers and our business.
46Our Acceptable Use Policy helps employees You must:
understand their individual responsibilities for • protect information and handle confidential and
handling information and using the systems and strictly confidential information in line with our
devices provided by Royal Mail Group . To support policies, and not send it to anyone or anywhere not
this, Think Secure – Royal Mail Group’s internal authorised to receive or view it
information security awareness programme –
provides further support and guidance on handling • protect your IT equipment and not leave it
information securely from creation to disposal, unattended, unlocked, or insecure at any time
staying safe online, using internal and public social • use strong, unique and secret passwords to access
media responsibly, creating strong passwords, Royal Mail Group systems and technology, and
cybercrime awareness, and reporting information you must not share your own logon details and
security risks and incidents. passwords or use someone else’s
You are responsible for the information and • log into Royal Mail Group accounts and systems
equipment in your possession and you must be through secure and private networks
sure to protect them and keep to our policies at • only download approved software from Royal Mail
all times. You must not use our systems to do Group Technology and not download or modify our
anything which is unlawful, or which breaks any software unless you have authorisation to do so
of Our Business Standards.
• comply with Our Business Standards and not access,
store, send or post anything indecent, pornographic,
abusive or threatening to others.
47Social media
Never share Royal Mail Group business, colleague or • Be responsible and social media savvy - only post,
publish or upload approved Royal Mail Group content
customer information on public facing social media,
to external sites, and do not upload or post anything
including photos. You can use Royal Mail Group’s
online on behalf of Royal Mail Group, unless it’s part
Workplace by Facebook to discuss internal
of your job. If information becomes available that
matters and exchange ideas. shouldn’t be in the public domain, our reputation and
• Always be respectful of colleagues and customers customer trust can be quickly damaged.
when writing or posting online. You must not abuse • Report incidents immediately - if you spot anything
or offend others by the things you say on our internal strange or suspicious, report it to the IT Helpdesk
channels (for example, on emails or Workplace) or on on 0345 608 2555 e.g. you lose any equipment, think
external social media. Always be mindful that writing your password or PIN may have been compromised,
or posting on social media can be even more hurtful notice unusual computer or mobile device behaviour,
and offensive than if you say it in person because receive requests for information from suspicious
social media has a much wider audience and it stays emails, instant messages, texts or phone calls.
online for a long time. Remember, once you have
posted something online, you may not be able to For more information, see our Social media guide
remove it.
For advice or guidance on information
security and data protection reach out to the
Think Secure team.
Email: ThinkSecure@RoyalMail.com
Call the IT Helpdesk: 0345 608 2555
48You can also read
