Defra is reissuing EPR bills, but won’t talk to us?
Why am I learning about the potential reissuing of EPR bills via The Grocer, rather than through direct communication from Defra or PackUK? This reinforces the perception within our sector that we are not being properly engaged or informed.
The issues raised in this article have serious commercial consequences. At present, it is difficult to conclude that the business impact of EPR has been properly understood by Defra or PackUK.
For the past 18 months, companies in our sector have been forced to price in EPR without reliable information. Indicative plastic rates moved from £485 per tonne to £423 per tonne within months. This level of volatility makes forward planning impossible in a low-margin sector and has undermined competitiveness.
We are now being told that compliant businesses may face higher bills due to shortfalls caused by retrospective tonnage revisions. This was entirely predictable.
No credible regulatory system should operate with uncertain, fluctuating, and potentially retrospective liabilities. Businesses cannot plan, invest, or grow under these conditions. We are already seeing reduced investment and increased commercial risk as a result.
I also must state that I am waiting for responses from previous complaints to Defra that remain unanswered. It does not seem we are worth communicating with.
Sukhjit Birah is spokesman for the Alliance of Foodservice Packaging Suppliers
Sustainable toilet tissue
For too long, some “eco” brands have traded on selective disclosure – spotlighting a sliver of perceived virtue while masking the material impacts that actually determine a product’s footprint.
Evidence of selective truth is piling up. Which? testing in 2024 found some “100% bamboo” toilet papers on UK shelves that, in reality, contained no bamboo at all. That is not a rounding error; it is a breach of trust that misleads consumers.
Meanwhile, the UK’s advertising regulator has hardened its stance on green claims. The ASA updated guidance in 2024 and began proactive enforcement against misleading environmental messaging - especially around recyclability, biodegradability and sweeping “sustainable” assertions lacking context or substantiation.
Here’s the bigger picture retailers must insist on seeing: the whole life cycle. A roll that touts a single attribute (say, “natural” fibre) can still carry a materially higher carbon burden if it’s manufactured on a higher‑carbon grid and shipped 20,000 kilometres to the UK.
Greenwashing thrives on isolated fragments; sustainability is the sum of the parts. Let’s stop being dazzled by slogans that paper over the cracks.
Nicola Conway is commercial director for UK&I, Essity
New AI voice assistants
Just Eat’s new AI voice assistant is the latest sign that conversational commerce is shifting from novelty to necessity.
Done well, this approach reduces decision fatigue, shortens the path to purchase and makes the overall experience feel more intuitive. But most brands still underestimate how hard this is to get right.
An AI assistant that gives vague answers, misinterprets intent, or pushes users back into the same loops they were trying to escape, is worse than no assistant at all.
The real opportunity lies in designing AI that listens before it speaks. That means studying the way customers ask for help, understanding intent behind incomplete queries, and building in flexibility to respond “like a human”.
The challenge for retailers isn’t just launching a chatbot. It’s designing intelligent, brand-aligned conversations that reflect how real customers think, browse and ask for help.
As more brands experiment with voice and chat-based assistants, the winners will be those that can actually solve the problem – those who listen well to meet the customers’ needs.
Matt Hildon is European retail director at Valtech
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