ACS

Industry Performance Agreements

Industry Service Standards Agreements

The Industry Standard Service Agreement (ISSA) is an industry agreement that establishes a minimum set of service standards that retailers can expect to receive from their news wholesalers.

It is important to note that this only covers poor service that is caused directly by your wholesaler. Some instances of newspaper lateness might arise as a result of publisher problems and are therefore not covered by ISSA.
We do not believe that these standards are as meaningful or as effective as they should be and are working hard within the industry to improve them.

At the moment ISSA is the only industry complaints procedure that there is if you have a complaint we would encourage you to make use of it.

Retailer Guidelines – this is a document that is supposed to help retailers understand ISSA and should be put next to the ISSA document.

These guidelines have been prepared to help you understand the ISSA process. If you whish to make a complaint under ISSA 3.4 Supplies will be packed in a secure manner and clearly identified then you only need to refer to 3.4 in the retailer guidelines.

Publisher Standards – there will be two documents Newspaper Publisher and Magazine Publisher.

These standards provide the minimum service that each publisher should give your wholesaler and as such impacts on the service that your wholesaler can provide to you.
 

  Industry Service Standards Agreement  ISSA GUIDANCE NOTES   ISSA7

Wholesale Fast Track

The Wholesaler Fast Track Restitution Procedure (WFTRP) scheme allows retailers to claim up to £50 for loss of newspapers or magazine sales as a direct result of a service failure by their wholesaler.

The failure has to be of a serious or persistent nature and operates outside of the ISSA process – although if fast track fails to sort out the problem then an ISSA claim can still be made.

  Wholesaler Fast Track Restitution Procedure