Ref: COM-2026-Q2-V4.7.3 · All sites · ACTIVE · CC: ELT

URGENTIMPORTANTPRIORITY

NOTICE: ACTION REQUIRED BY EOD CRITICAL

To: ALL TEAM MEMBERS · All managers · All leaders

Further to recent communications and in alignment with the updated framework, all team members must review the NEW PROCEDURE as a matter of PRIORITY.

• CRITICAL Review the full document ASAP
• IMPORTANT Log COMPLIANCE in the relevant tracker
• PRIORITY Cascade to your reports by FRIDAY
• URGENT Confirm RECEIPT via this link
• Attend the mandatory briefing next week

Attachments: ProcV4_FINAL_v2_REVISED.pdf · Appx_A.pdf · Appx_B.pdf · Appx_C.pdf

Procedure POL-2026-V3.7.2 (a) (iii) · Supersedes V3.7.1

Further to recent communications regarding operational alignment across the network and in line with strategic objectives, please find herewith the updated procedure documentation pertaining to the parcel handling protocols which has been ratified by the Operations Steering Committee on 14 April 2026.

The aforementioned update supersedes the previously distributed framework (v3.7.1) which included guidance now considered inconsistent with current organisational direction. Recipients are required to familiarise themselves with sections 4.1 through 4.7 inclusive, with particular reference to sub-clause 4.7.2(b)(iii) regarding the two-person lift threshold criteria as it pertains to items exceeding the established weight parameter as defined in Appendix C.

Notwithstanding the above, where operational considerations dictate alternative arrangements, line managers may exercise discretion in accordance with the Local Operational Decision Framework as outlined in Schedule B.

Compliance will be reviewed in accordance with established governance protocols at the conclusion of the present reporting period.

To: All Staff · From: Operations · Cc: ELT · BCC: HR; L&D; Comms; Risk; Safety

Dear all,

As part of our ongoing commitment to operational excellence and in line with our strategic priorities for the year ahead, a number of changes will be implemented from 12 May. These changes affect all areas of the business and all team members should familiarise themselves with the relevant updates.

The changes form part of our broader transformation programme, supporting the three pillars outlined in our annual plan: people, performance, and partnership.

Specific implications for your team will depend on your area of responsibility. Please discuss with your line manager at your earliest convenience. Further detail is available on the intranet under Operations > Updates > Q2.

Thank you for your continued support, engagement, and commitment.

Sent to 14,200 recipients. Open rate Q1: 11%.

Operations Manual · Section 4 · v3.7.2 · 23 pages

TABLE OF CONTENTS
4.1 Scope & Application ........... p.1
4.1.1 Purpose .......................... p.1
4.1.2 Applicability .................... p.2
4.2 Roles & Responsibilities ..... p.3
4.3 Equipment Requirements ... p.5
4.4 PPE Standards ................... p.7
4.5 Operating Protocols ........... p.9
4.5.1 Standard procedures ....... p.9
4.5.2 Non-standard ................. p.10
4.6 Threshold Definitions ......... p.12
4.7 Manual Handling ............... p.14
4.7.1 General principles ........... p.14
4.7.2 Two-person lift ............... p.16
4.7.2(a) 15-20kg ..................... p.17
4.7.2(b) 20kg+ ........................ p.19
4.7.2(b)(i) Standard ................ p.19
4.7.2(b)(ii) Non-standard ........ p.20
4.7.2(b)(iii) Exceptions ............ p.21
4.8 Incident Reporting ............. p.22
4.9 Compliance & Audit ......... p.23

Refer to the full manual for complete procedural requirements. Where ambiguity exists, contact Operations Compliance.

Subject: Q2 actions — please action where applicable · FYI also

Team,

Following on from recent communications, please find below a summary of actions that should be considered over the coming weeks, with a particular focus on compliance, cascading, and continuous improvement:

• Review the attached procedure document in detail.
• Cascade to direct reports through your usual channels.
• Update your local risk registers where applicable.
• Raise any concerns at your next team meeting.
• Log compliance in the relevant tracker.
• Confirm receipt via the acknowledgement link.
• Attend the briefing on Thursday (optional).
• Complete the online module by end of month.
• Discuss with your line manager as appropriate.
• Forward to any other relevant parties.
• Action any local adjustments required.

Please prioritise as appropriate to your role and context. Thank you.

Subject: New procedure now live · 12 May · ACTION COMPLETE

LAUNCHEFFECTIVE TODAYFINAL

Team,

The new parcel handling procedure is in effect from today. All staff are expected to familiarise themselves with the updated requirements.

The procedure has been distributed through the usual channels. Compliance will be reviewed at end of quarter.

Thank you for your cooperation.

[no further communication received]

Three months later · compliance: 41% · awareness in field surveys: 18%