Accessibility
Our mission to become the most accessible parcel delivery company
Evri for everyone
We’re committed to making parcel delivery accessible for everyone. Our ambition is to become the UK’s most accessible delivery provider, recognising that 1 in 4 home deliveries go to consumers with a disability. To support our journey, we’ve partnered with disability equality charity Scope, combining their expertise with our commitment to improve accessibility across every part of the customer journey – from our website, app and ParcelShops to our communications and doorstep delivery experience. We can - and will - do better.
Evri has marked the second anniversary of its partnership with Scope, by raising over quarter of a million pounds and publishing its second-ever Social Impact Report. The report highlights Evri’s ambition and showcases key achievements from the partnership.
Delivering to disabled consumers: doorstep instructions
We’re already making it easier for people to use our services. Customers can select a number of doorstep delivery options, including:
- Choosing a specific safe place (opens in a new window)
- Delivering to a neighbour, ParcelShop or Locker
- Asking the courier to give you more time to get to the door
- Ringing your doorbell instead of knocking
- Making sure a parcel isn’t placed blocking a doorway or a trip hazard
Follow the steps below for instructions on how to set your accessibility preferences.
Digital accessibility
Evri is the first of the major UK parcel delivery companies to partner with accessiBe to promote digital inclusion and empower disabled consumers by improving accessibility of Evri's website, including tracking, delivery preferences, and booking a courier collection. The accessiBe widget can be accessed by clicking the accessibility icon, in the bottom right corner of the screen.
The website widget uses AI technology to give consumers control over their website experience. Options include a number of profiles which automatically make suggested adjustments, such as a seizure safe profile to pause all animation, a vision impaired profile to enhance visuals, adjust contrast and colour, and an ADHD friendly profile to enhance focus and reduce distractions. Other features include, keyboard navigation, text magnifier, font size adjustment alongside options such as high contrast, mute sounds and hide images.
Setting accessibility adjustments
- Select the accessibility icon, in the bottom right corner of the screen
- Select accessibility adjustments
- Use the X to minimise the adjustments window
ParcelShop and Locker accessibility
We’re making it easier for customers to find locations that meet their accessibility needs. When searching for a nearby ParcelShop or Locker using our location finder, customers can view the accessibility features available at each site before they visit.
Finding an accessible ParcelShop or Locker
Simply find your nearest location, select 'Facilities', and you’ll see details of the features available, which may include:
- Accessible parking spaces
- Step-free access
- Power-assisted doors
This helps customers choose a ParcelShop or Locker that best suits their needs and plan their visit with confidence. As part of our ambition to become the UK’s most accessible parcel delivery company, we continue to improve the information and support available across our network.
Our customer service team is here to support you
Our couriers understand that some customers might need additional support or more time to get to the door. If you set your delivery preferences, then your courier will be made aware of your delivery needs and will do their best to meet them. Our couriers mostly cover the same routes daily, and often get to know people well.
In addition, our customer services colleagues are trained to understand the additional needs some of our customers have and will be on hand to help you navigate any difficulties you may face.
Our contact us page enables you to get help by chat or phone, whether you have problems sending or receiving parcels, or for any other issues you may be facing with your parcel delivery. You can also choose a preference of a call or email back, for queries we can’t easily resolve online.
Our accessibility journey
We have been working with the Research Institute for Disabled Consumers (RIDC) for a few years now, and with their help we have already conducted some research which helped us shape our journey so far, but we know the more people we speak to, the more developed our plans will be.
For our colleagues we launched our first workplace adjustments policy this year, as well as our inclusive language guide and are in process of setting up a number of employee networks.
Of course, there is more to be done – and there’s more to come, including a comprehensive website accessibility audit, app improvements and enhancements to our ParcelShop services.
For our colleagues and couriers, we will focus on creating a more accessible and inclusive workplace for disabled people, by fostering greater understanding of challenges and creating meaningful work opportunities.
Evri has been awarded silver status by the Inclusive Employers Standard and is registered as Disability Confident Committed (Level 1) by the Government's Disability Confident scheme. DCS032872.
Our partnership with Scope
Scope’s vision is to help create a society where all disabled people enjoy equality and fairness.
Our vision is to become the UK’s most accessible parcel delivery company.
In a genuine two-way partnership, which will last at least three years, Scope will help us on our journey to become the most accessible parcel delivery company in the UK. We at Evri are delighted with the things we’ve already achieved so far:
- We have raised more than £256,570.25 for Scope to date
- We sponsored Scope Awards for the second year running
- We have refreshed accessibility features across our ParcelShop and locker network
- More than 200,000 accessibility preferences set - this has doubled in the last year
- Around 500,000 AccessiBe users per month
- Hundreds of colleagues supporting fundraising events and volunteering initiatives
- The first ever parcel locker installed at a Scope charity shop
- A free post donation scheme to encourage consumers to donate pre-loved items
- We are driving awareness of Scope on our electric fleet, ParcelShop device screens, on our website and more.
Together with Scope, we’re on the journey to make Evri accessible for everyone.
Delivery policy for disabled consumers
At Evri we believe that parcel delivery should be accessible for all, regardless of disability. We know some people may need extra support to ensure their parcel journey is as smooth as possible and their needs are met.
Following Ofcom’s recent review of the postal sector, as part of the regulatory requirements, we have created a specific policy which outlines the support we offer to our disabled consumers when using our services.
How to spot and report fraud
We're committed to protecting the privacy and security of our customers and website visitors. Staying safe online can be tricky, which is why we've created this handy guide to help you.
We will never ask you to pay for delivery changes or to arrange re-delivery.
You can learn more about staying safe online and how to report cybercrime to us here.