The Consumer’s Right to Choose KEEP ME POSTED The Consumer’s Right to Choose “Better for all- essential for some.”

Keep Me Posted is not anti-digital. The Campaign A single issue campaign for the consumer’s right to choose paper bills and statements without charge or other penalty Keep Me Posted is not anti-digital. It is pro-choice.

A coalition of over 90 charities and consumer groups…

Research 81% of consumers surveyed believed they should have the right to choose how they are communicated with* 76% prefer a combination of paper and online communication* 50% stated that receiving mail from businesses makes them feel more valued** 41% worry they might miss a payment without a reminder through the post*** *Opinium, 2013 **MarketReach, 2015 ***InsightExchange, 2011

Research 79% consider receiving bank statements and other financial documents in the post as very or quite important* The same is true for 70% of people in relation to utility and phone bills and 73% for information about pensions* The main reason cited for receiving communications relating to financial matters through the post was that they “need or prefer” hard copies* People value something they can see and touch 24% more highly than something they can only see** *Citizens Advice, 2016 **MarketReach, 2013

The Science Behavioural science KMP’s own research with a sample of 3,000 consumers demonstrated how paper helps financial understanding and decision-making: 82% who received paper statements retained information accurately, versus only 32% from electronic statements 75% correctly assessed the health of their financial affairs from paper, versus only 48% from digital* Neuroscience A Canadian study showed: Paper requires 21% less cognitive effort to understand Motivational response is 20% higher with paper than digital** A British study further showed: 65% are distracted when looking at information online, versus only 21% on paper 83% state a clear preference for reading print on paper for complicated documents*** *London Economics and YouGov, 2015 **Canada Post and True Impact Marketing, 2015 *** Print Power, 2015

Vulnerable consumers 10% of UK adults (5.3 million) have never used the internet* This number is disproportionately made up of vulnerable groups, including the elderly, disabled and those living in poverty or rural areas 25% of disabled adults have never used to internet* Those on high incomes are 20% more likely than those on low incomes to access financial information and utility and phone bills online** Consumers who don’t or can’t use the internet pay on average £440 more annually for household goods and services*** Vulnerable consumers are least well placed to afford a paper bill, but the average cost to them is £1.67 while the estimated cost to business is 35-50p**** *ONS, 2016 **Citizens Advice, 2016 ***CEBR, 2014 **** GI Solutions, 2014

The move to digital is not cost free; costs don’t leave- they transfer The Business Case The move to digital is not cost free; costs don’t leave- they transfer Market research from the US and Denmark found that: Only 29% of people who received a paper bill needed a reminder to pay it, as opposed to 59% who received an electronic one* After the reminder, only 50% who received paper called the customer call centre with a query, versus 80% with digital* Customers who received and paid by mail accounted for the least call centre volume overall** Each call handled costs up to 13 times more than printing and posting a paper bill** *International Post Corporation, 2009 **USPS, 2015

Debunking environmental concerns 70% of all paper in the UK is recycled and recovered paper makes up 73% of the fibre used in manufacturing paper* Paper only amounts to 1.1% of greenhouse gas emissions** Printing at home incurs higher environmental costs *Confederation of Paper Industries, 2013 **Ecofys, 2013

Other unintended consequences Printing at home does not provide you with a legal document Paper statements are essential for proving who you are and where you live Lasting Power of Attorney Exercising Power of Attorney becomes complicated where all accounts are online Probate Difficult to settle a deceased’s affairs without a paper trail Personal financial history in online archives There are no standards for online archiving of financial history resulting in wide variations in practices

Marks of Distinction Offers all consumers the right to choose paper bills and statements 29 Best Practice Marks have been awarded to banks, building societies, energy/ telecoms/ water companies and local authorities Without imposing charges or other penalties. Without removing paper or altering frequency unless there is prior agreement. Without taking away continued access to online.

Mark of Distinction recipients

Other countries Country Legislative change Germany The Higher Regional Court of Frankfurt judged it unlawful to request a fee for receiving a paper bill. France Telephone operators and internet service providers are obligated to provide a paper bill upon the request of the customer. Austria Amendment to the Austrian Telecommunications Act allows consumers to receive paper bill free of charge at any time. Spain Consumers receive all their bills through the post in paper format, free of charge, unless they specifically request otherwise. Canada The Canadian Radio-television and Telecommunications Commission (the sector regulator) secured agreement with communications companies that vulnerable customers would receive paper bills free of charge. Belgium Legislation requires that companies may only switch to electronic bills and statements if the customer agrees to the change. There can be no charge for a paper invoice. Ireland The Irish Commission for Communications Regulations ruled that paper bills must be issued by service providers free of charge unless the consumer has consented to receiving the bill electronically. Finland The Finnish Market Court has decided that opting for paper-based invoices is a basic right and that it is unlawful to charge consumers extra fees for paper bills.

Other countries Plus campaigns established in: Austria Denmark Spain EU Belgium Slovenia Australia

The Consumer’s Right to Choose KEEP ME POSTED The Consumer’s Right to Choose Post: Keep Me Posted, PO Box 72064, London, EC4P 4DZ Email: Judith@keepmeposteduk.com Telephone: 07802 308919