The Address Management Unit (AMU) is proud of how we support our customers & stakeholders, and of the service we offer. We are fully committed to maintaining our high standards. This Charter sets out our ambitions, the way we’ll maintain and develop PAF^®, our world class dataset, and how we’ll manage & license our customers.

We will make the quality and accuracy of PAF^®, and timeliness of data provision, our number one priority. Our success as a team will be defined by our performance against agreed quality of service measures. We will continue to incorporate high quality inputs from our front line colleagues, whilst developing our technological capabilities, to maintain PAF^® and provide faster updates.

We will develop stronger pro-active relationships with the PAF Advisory Board and with our Solutions Providers, and we will consult, engage and advise them on a broad range of issues. We will also seek to strengthen our relationships with our Direct End-Users, with our stakeholders across Government, and all of our colleagues internally.

We will identify, manage and develop practical working partnerships with third party experts to deliver the necessary skills, knowledge and expertise to support our business and to meet the needs and expectations of our customers, users and stakeholders.

We will deliver licence terms that are easy to understand and administer, which effectively protect Royal Mail’s Intellectual Property, and support consistent and compliant licensing across the marketplace. We will take further steps to encourage and enforce compliant behaviour.

We will design and implement innovative licensing models, terms and prices that support fair and consistent use and that continue to meet the evolving needs of users from across the marketplace. We will develop a PAF^® licensing operating model that meets our income targets, whilst balancing the requirements of our customers, users and stakeholders, and which ultimately increases the number of organisations compliantly using PAF^® data.

We will promote the commercial benefits of using address management data and the uses of PAF^® through appropriate communications channels. We will also support our Solutions Providers with their promotional plans and will offer advice and support whenever requested.

We will create and widely communicate a compelling story about the importance and value of PAF^® to our users, customers, stakeholders and to the wider marketplace.

We will establish a simple pathway to all of our products and services through integrated communication channels tailored to our customers’ preferences. We will invest in developing these channels and will utilise them to deliver valuable content and resources to all of our customers.

We will build a team of flexible and fully trained service experts. They will consistently demonstrate positive customer focused behaviour. We will establish a way of working that gives our customers and users quick and easy access to our addressing professionals. We will benchmark our Customer Service performance against examples of customer service excellence from a range of industries and strive to achieve externally recognised standards. All direct customers and Solutions Providers will be managed by our professional Customer Service team.

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