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SRPS EN 14012:2019

Postal services - Quality of service - Complaints handling principles

Nov 29, 2019
Oct 29, 2021

General information

60.60     Nov 29, 2019

ISS

A331

European Norm

03.240  

English   Serbian  

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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. 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.
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.

Related directives

Directives related to this standard.

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WITHDRAWN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 14012:2014

WITHDRAWN
SRPS EN 14012:2010

NOW

PUBLISHED
SRPS EN 14012:2019
60.60 Standard published
Nov 29, 2019

Related project

Adopted from EN 14012:2019