Frequently asked questions

1. How do I make a request for information?
2. When can I expect a reply?
3. What will it cost?
4. What information can I ask for?
5. What information is publicly available?
6. What if information is withheld?
7. What if I have questions about the FOI process, or progress with my request?
8. What if I want access to information about me?
9. Do I need to give a reason for making the request?

A lot of information is already published or freely available, so check first on Royal Mail's websites and in our Publication Scheme or consider if our Enquiries Helpline can answer your enquiry over the phone - this will usually be the quickest and cheapest way to find what you are looking for. Useful addresses and contact points are given in the introduction under Finding Information.

If the information you want isn't published or available from anywhere else, you can either use our online application form, or simply write a letter to the Freedom of Information Unit at the following address:

Freedom of Information Unit
Company Secretary's Office
Royal Mail Group plc
5th Floor
148 Old Street
London
EC1V 9HQ

Please clearly mark across the top of the letter and on the envelope that your letter is for the 'Freedom of Information Unit' - this will make sure it gets dealt with properly and will avoid unnecessary delay. When writing to us, please:

• Make sure that you give a valid address for us to contact you (e-mail or postal)
• Make your letter short, clear and, most importantly, give a reasonable description of the information you want. If your request is vague or too broad we might not be able to deal with it, or it could involve unnecessary cost.
• If you would like somebody to telephone you to discuss the request, please include your telephone number.

Royal Mail will reply to you within 20 working days, after receipt of your request. Please bear in mind that if you submit your request in the evening, at weekends or on a bank holiday then we won't receive it until the next working day. In some case, we may need more time to consider whether or not the information should be given out - if this is the case we will advise you of that within 20 working days and let you know when we expect to give a full reply.

Many requests will be answered free of charge. However, in some cases, if the request is particularly complicated or involves significant charges, then we may ask you to pay for some of the costs Royal Mail would incur (for example photocopying, or charges for retrieving information from storage). We will always advise you of this in advance, and ask if you still want to go ahead with the request.

You can ask for any information created or held by Royal Mail Group, as long as it's not already published or already available by some other means. In some cases, Royal Mail may not have the information you are looking for, or the information could be sensitive and not suitable for releasing to the public. For example, personal information about our employees or customers will usually be protected under the Data Protection Act. However, in this event we will notify you in writing and explain why the information can't be provided.

Please bear in mind that Royal Mail Group has nearly 200,000 employees and offices throughout the country. We do not have a central index of all information held in all facilities across the business, and consequently it is unlikely that we will be able to locate all information held on a broad category or topic. Therefore please provide as much information as possible to help us understand your requirements and to narrow down your request, for example dates, locations and/or background details.

If it would cost Royal Mail more than £450 to find and locate the information you've asked for then please note that we have a right to refuse the request.

Our Publication Scheme gives details of information already published by Royal Mail Group, and where it can be found. Other information is also published on our websites, or in leaflets available from Post Office Branches. Useful contacts are given in the introduction section Finding Information.

The Freedom of Information Act requires the release of any information on request unless the information is covered by a valid exemption. If all or part of the information you have asked for is withheld, Royal Mail will advise you of the exemption and why it applies, in line with our duty under the Act. You can find more information about FOI exemptions on the Department of Constitutional Affairs' website, http://www.foi.gov.uk/

If information is withheld or if you don't get a satisfactory reply from Royal Mail for any other reason, you can appeal under the terms of the Freedom of Information Act. If you wish to do so please set out in writing your grounds of appeal and send to:

The Head of Information Compliance
Royal Mail Group plc
5th Floor
Royal Mail House
148 Old Street
LONDON
EC1V 9HQ

An internal panel will then review the decision, and you will be advised of the outcome. If you decide to appeal and are still not satisfied with our response you can also appeal to the Information Commissioner at:

Information Commissioner's Office
Wycliffe House
Water Lane
WILMSLOW
Cheshire
SK9 5AF

www.informationcommissioner.gov.uk

Please e-mail the FOI Unit at foi@royalmail.com, or write to:

Freedom of Information Unit
Company Secretary's Office
Royal Mail Group plc
5th Floor
148 Old Street
LONDON
EC1V 9HQ

Requests for access to your own personal information are dealt with under the Data Protection Act rather than the Freedom of Information Act. Please write to:

Data Protection Act Services Team
Royal Mail Group plc
PO Box 341
ALDERSHOT
GU11 1WW

No. Under the Freedom of Information Act, you do not have to explain why you want the information. However, the more background information you can give us the easier it will be for us to reply to your request and make sure that we have properly understood your requirements.