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ASAI upholds complaint against An Post over delivery time


Complaints against An Post and Free Now are among those to have been upheld by the Advertising Standards Authority for Ireland.

The ASAI upheld complaints against six companies in its latest bulletin. Three of the six cases were upheld in full and three of the six cases were upheld in part.

In one complaint, the ASAI found against An Post. On its website it advertised worldwide delivery in 2-3 days, at a cost of €4.50.

The complainant said they had posted 100 letters to the Netherlands using this option and 20 days later the letters still had not arrived.

The complainant said after contacting An Post, they were told the delivery times on the website were only an indication of the postage timeframe.

In its response, An Post said their delivery times for standard post were estimates only and not guaranteed.

They also said that all foreign administrations provided a guideline for delivery and that their delivery times reflected international service.

The complaint was upheld by the ASAI and they ruled the advertisement must not reappear in its current form.

The ASAI also recommended that information be provided to indicate that the time frame provided were estimated delivery times.

The taxi app Free Now also had a complaint upheld against them.

In their ad, which appeared on social media, it said: “”EARN UP TO €1,300 a WEEK. FREENOW. The Mobility Super APP”.

A total of 33 complaints were received over the ad, the majority of them from taxi drivers. They said the figure mentioned was not achievable and gave a false impression that those working in the taxi industry were earning more than they were.

Theyalso said it would not be possible to earn this amount of money per week without working additional hours.

Free Now said the statement of earning up to €1,300 a week was obtained from actual driver earnings data from the 2022 calendar year.

Data provided by Free Now outlined the number of weeks worked and the weekly earnings for the Free Now drivers over the year in question.

They said that earning data represented the top 5% of drivers in 2022 and therefore was a true representation of what someone could earn up to on a weekly basis using the app.

The advertisers highlighted the fact that more than 7% of the drivers had earned up to €1,300 a week driving Free Now in 2022.

The ASAI Executive said they undertook a basic analysis of the information provided by Free Now.

Their analysis showed that 83% being split nearly equally between €0 – €499 and €500 to €1,000, with 10%, having earned between €1,000 and €1,299. The remainder, 7%, earned more than €1,300.

The ASAI upheld that complaint on that issue. It also partially upheld a complaint about the same advertisment that it did not specify if the €1,300 figure was net or gross.


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