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SRPS EN 14012:2014

Postal services - Quality of service - Complaints handling principles

Feb 28, 2014
Feb 28, 2014
95.99   Withdrawal of Standard   Nov 29, 2019

General information

95.99     Nov 29, 2019

ISS

A331

European Norm

03.240  

Serbian  

plan za 2014. godinu

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Scope

This European Standard specifies complaints handling principles related to domestic and international postal services. It applies to both national and cross border services. Attention is given to how to handle complaints in multiple operator situations. The standard also gives guidance for compensation and redress procedures.
This European Standard may be applied to all types of postal service both Universal service and non-universal service and by all types of postal organizations. It defines various types of complaints and establishes a methodology for handling complaints in order to improve the service given to postal users. It also gives guidance for complaints handling processes to be set up by postal service providers in order to improve quality of service.
This European Standard provides guidelines beyond the requirements given in ISO 10002 and ISO 9001 in order to consider both the effectiveness and efficiency of a complaint handling process, and consequently the potential for improvement of the performance of an organization. When compared to ISO 9001, the objectives of customer satisfaction and product quality are extended to include the satisfaction of interested parties and the performance of the organization.
This European Standard is applicable to the processes of the organization and consequently the quality management principles on which it is based can be deployed throughout the organization. The focus of this European Standard is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties.
It should be noted that the number of complaints received might not be related to the level of service given. A large number of complaints may on the contrary reflect the effectiveness of the postal operator's complaint handling process.
This European Standard consists of guidance and recommendations and is neither intended for certification, regulatory or contractual use, nor as a guide to the imple

Related directives

NOTE: If the word "harmonized" (marked in green) is not found in the field with the name of the directive, it means that the European standard is not cited in the OJEU.

97/67/EC

Common rules for the development of the internal market of Community postal services and the improvement of quality of service

Harmonized

Life cycle

PREVIOUSLY

WITHDRAWN
SRPS EN 14012:2010

NOW

WITHDRAWN
SRPS EN 14012:2014
95.99 Withdrawal of Standard
Nov 29, 2019

REVISED BY

PUBLISHED
SRPS EN 14012:2019

Related project

Adopted from EN 14012:2008

National regulations and standards

Pravilnik o parametrima kvaliteta za obavljanje poštanskih usluga i minimalnom kvalitetu u obavljanju univerzalne poštanske usluge

REGULATORNA AGENCIJA ZA ELEKTRONSKE KOMUNIKACIJE I POŠTANSKE USLUGE