EN 14012:2019
(Main)Postal services - Quality of service - Complaints handling principles
Postal services - Quality of service - Complaints handling principles
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.
Postalische Dienstleistungen - Dienstqualität - Grundsätze der Bearbeitung von Beschwerden
Das vorliegende Dokument legt Grundsätze zur Bearbeitung von Beschwerden bezüglich inländischer und internationaler postalischer Dienstleistungen fest. Sie gilt sowohl für nationale als auch für grenzüberschreitende Dienst¬leistungen. Besondere Beachtung findet der Umgang mit Beschwerden, an denen mehrere Betreiber beteiligt sind. Die Norm enthält außerdem eine Anleitung für Entschädigungs- und Wiedergutmachungsverfahren.
Das vorliegende Dokument kann auf alle Postdienst-Arten angewendet werden, sowohl auf den Universaldienst als auch auf den Nicht-Universaldienst, sowie von allen Arten von Postorganisationen. Es definiert verschiedene Beschwerdearten und legt eine Methodik für die Bearbeitung von Beschwerden fest, mit der die Erbringung postalischer Dienstleistungen für deren Nutzer, darunter ältere Menschen und Menschen mit Behinderungen, verbessert wird. Es enthält auch eine Anleitung für Beschwerdebearbeitungsprozesse, die von Postdienstanbietern eingerichtet werden müssen, um die Dienstqualität zu verbessern.
Das vorliegende Dokument gilt für die Verfahren der Organisation; somit können die Grundsätze des Qualitäts¬managements, auf denen die Norm basiert, in der gesamten Organisation angewendet werden. Der Schwer¬punkt des vorliegenden Dokuments liegt auf dem Erreichen einer ständigen Verbesserung, gemessen an der Zufrie¬denheit der Kunden und anderer interessierter Kreise.
Es gilt zu beachten, dass die Anzahl der entgegengenommenen Beschwerden möglicherweise nicht mit dem Dienstleistungsniveau in Verhältnis steht. Vielmehr könnte eine große Anzahl von Beschwerden die Effektivität des Beschwerdebearbeitungsprozesses des Postbetreibers widerspiegeln.
Das vorliegende Dokument besteht aus einer Anleitung und Empfehlungen und ist weder zur Zertifizierung, zur behördlichen Anwendung oder zur Anwendung in Verträgen noch als ein Leitfaden für die Umsetzung von EN ISO 9001 vorgesehen.
Services postaux - Qualité du service - Principes de traitement des réclamations
Le présent document précise les principes de traitement des réclamations liés aux services postaux nationaux et internationaux. Il s’applique aux services tant nationaux que transfrontaliers. Une attention particulière est portée sur la manière de traiter les réclamations dans des situations impliquant plusieurs opérateurs. La norme donne également des lignes directrices relatives aux procédures de dédommagement et de réparation.
Le présent document peut être appliqué à tous les types de services postaux, service universel et non universel, ainsi que par tous les types d’organismes postaux. Il définit divers types de réclamations et établit une méthodologie pour le traitement des réclamations afin d’améliorer le service fourni aux usagers du service postal, y compris les personnes souffrant de handicaps et les personnes âgées. Il donne également des lignes directrices pour les processus de traitement des réclamations devant être mis en place par les prestataires de services postaux afin d’améliorer la qualité du service.
Le présent document est applicable aux processus de l’organisme et, par voie de conséquence, les principes de gestion de la qualité sur lesquels il est basé peuvent être déployés dans tout l’organisme. Le présent document vise à l’obtention d’une amélioration continue, mesurée à travers la satisfaction des clients et des autres parties intéressées.
Il importe de noter que le nombre de réclamations peut ne pas être lié au niveau du service fourni. Au contraire, un grand nombre de réclamations peut refléter, pour l’opérateur, l’efficacité de son processus de traitement des réclamations.
Le présent document, qui contient des lignes directrices et des recommandations, n’est censé ni servir pour des besoins de certification, de régulation ou des besoins contractuels, ni être un guide de mise en œuvre de l’EN ISO 9001.
Poštne storitve - Kakovost storitve - Načela ravnanja s pritožbami
Ta evropski standard določa načela ravnanja s pritožbami, povezanimi z lokalnimi in mednarodnimi poštnimi storitvami. Navezuje ne na nacionalne in čezmejne storitve. Standard podaja tudi smernice za postopke izplačila odškodnin in povrnitve škode.
Ta evropski standard se lahko uporablja za vse vrste poštnih storitev, tako za univerzalne kot tudi za neuniverzalne storitve, in v vseh vrstah poštnih organizacij. Določa različne vrste pritožb in vzpostavlja metodologijo za ravnanje s pritožbami z namenom izboljšanja storitev, ki se zagotavljajo uporabnikom pošte. Podaja tudi smernice za postopke ravnanja s pritožbami, ki jih morajo določiti ponudniki poštnih storitev z namenom izboljšanja kakovosti storitev.
Ta evropski standard podaja smernice, ki presegajo zahteve standardov ISO 10002 in lSO 9001, da bi bilo mogoče upoštevati tako uspešnost kot tudi učinkovitost postopka ravnanja s pritožbami in posledično možnosti za izboljšanje delovanja organizacije. V primerjavi s standardom lSO 9001 so cilji glede zadovoljstva strank in kakovosti proizvoda razširjeni tako, da vključujejo zadovoljstvo zainteresiranih strani ter delovanje organizacije.
Ta evropski standard se uporablja za procese organizacije, zato se lahko načela vodenja organizacije, na katerih je zasnovan, uporabijo v celotni organizaciji.
Opozoriti je treba, da število prejetih pritožb ni nujno povezano z ravnjo zagotovljene storitve. Veliko število pritožb lahko nasprotno odraža učinkovitost procesa ravnanja s pritožbami pri ponudniku poštnih storitev.
General Information
Relations
Standards Content (Sample)
SLOVENSKI STANDARD
01-december-2019
Nadomešča:
SIST EN 14012:2009
Poštne storitve - Kakovost storitve - Načela ravnanja s pritožbami
Postal services - Quality of service - Complaints handling principles
Postalische Dienstleistungen - Dienstqualität - Grundsätze der Bearbeitung von
Beschwerden
Services postaux - Qualité du service - Principes de traitement des réclamations
Ta slovenski standard je istoveten z: EN 14012:2019
ICS:
03.240 Poštne storitve Postal services
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
EN 14012
EUROPEAN STANDARD
NORME EUROPÉENNE
September 2019
EUROPÄISCHE NORM
ICS 03.240 Supersedes EN 14012:2008
English Version
Postal services - Quality of service - Complaints handling
principles
Services postaux - Qualité du service - Principes de Postalische Dienstleistungen - Dienstqualität -
traitement des réclamations Grundsätze der Bearbeitung von Beschwerden
This European Standard was approved by CEN on 5 August 2019.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this
European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN
member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by
translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management
Centre has the same status as the official versions.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and
United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2019 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 14012:2019 E
worldwide for CEN national Members.
Contents Page
European foreword . 4
Introduction . 5
1 Scope . 7
2 Normative references . 7
3 Terms and definitions . 7
4 Complaint handling - Guiding principles . 9
5 Complaint handling commitment . 11
6 Complaint handling management . 12
7 Operation of the complaints-handling process . 12
8 Maintenance and improvement. 15
Annex A (normative) Performance improvement activity . 16
A.1 General. 16
A.2 Assessing the organization is able to deal with the information of the complaint
handling process . 16
A.3 Assessing how the complaint handling process drives continual improvement . 17
Annex B (informative) Customer complaint processes – channels and mechanisms for
communicating complaint handling processes to postal users . 18
B.1 Communication content . 18
B.2 Communication channels . 18
B.3 Examples of alternative formats . 19
Annex C (informative) Complaint channels . 20
C.1 List of complaint channels involved . 20
C.2 Channel operation . 20
Annex D (informative) Capturing user information on complaints . 22
Annex E (informative) Complaint categorization and classification . 24
E.1 Introduction . 24
E.2 Complaint justification . 24
E.3 Complaint ownership . 24
E.4 Complaint categories . 25
E.5 Reasons for complaint. 25
E.6 Guidance on complaint categorization . 26
Annex F (informative) Responses . 28
F.1 Content of responses – suggested sequence . 28
F.2 Issues to be considered can include. 28
F.3 Timescales for responses . 28
Annex G (informative) Complaint reporting . 29
G.1 General . 29
G.2 Timescales for reporting. 29
G.3 Report content . 29
G.4 Extra monitoring data . 30
Annex H (informative) Continual improvement . 31
H.1 Continual improvement of the complaint handling process . 31
H.2 Continual improvement of products and services. 31
Annex I (informative) Suggested reporting formats . 32
Annex J (informative) Damage to postal items . 39
J.1 Introduction . 39
J.2 Measurement of complaints . 39
J.3 Prevention actions . 52
J.4 Measurements . 53
J.5 Activities to mitigate impact of damages . 55
J.6 Parameters of postal items affecting the number of damages . 56
Bibliography . 57
European foreword
This document (EN 14012:2019) has been prepared by Technical Committee CEN/TC 331 “Postal
services”, the secretariat of which is held by NEN.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by March 2020, and conflicting national standards shall be
withdrawn at the latest by March 2020.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document supersedes EN 14012:2008.
The content has been extensively revised to reflect:
— an increased requirement for postal operators and organizations to demonstrate a stronger focus on
providing a quality mail and associated complaint handling experience to postal users;
— limiting the number of measuring parameters; and
— stronger alignment with ISO 10002 adhering to the measuring method described in the first edition
of EN 14012 means that also the measuring requirements of this revised 2nd edition of EN 14012
are met. Annex G contains general information regarding measuring and reporting of complaints
based on the criteria described in the first edition of EN 14012 and included in Annex I. However,
this revised second edition of EN 14012 contains more requirements on improvements and
corrective actions.
According to the CEN-CENELEC Internal Regulations, the national standards organisations of the
following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia,
Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland,
Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of North
Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United
Kingdom.
Introduction
General
In 1992 the European Commission pointed out in its Green paper the need to establish common rules for
the development of community postal services and the improvement of quality of service. The
Commission identified requirements for quality of service measurement including the management and
measurement of complaints.
The 1997 Directive of the European Parliament and of the Council on common rules for the development
of the internal market of Community postal services and the improvement of quality of service, 97/67/CE
article 19, requires universal service providers to publish information once a year on the number of
complaints and the way they are dealt with. Complaints are requests given by users of the postal service
in order to communicate that they feel that the service provided has not met the standard they expect or
the standard the service provider has to comply with. It is recommended to investigate complaints in
order to verify if there is actual non-conformity with the service and to respond to the complainants.
Moreover, complaints are regarded as the instrument to protect users if the service provider does not
respect the commitments and promises it has made.
The service provider can use complaints in its continuous quality improvement of the postal service. The
level of complaints and the reasons for complaints provide important information about the satisfaction
of users with different aspects of the postal service. There needs to be commitment to effective
complaints-handling at all levels within the postal organization.
Development overview
An investigation carried out by the European postal regulators CERP in 2004 showed that the costs for
fully implementing the first edition of EN 14012:2003 were likely to be too high, even for postal service
organizations with existing established and sophisticated complaint management and measurement/
reporting systems. This prompted CEN/TC 331 to start a revision of the European Standard in 2005,
incorporating annexes about guidance for its use. This Third version of EN 14012 does not force those
who already are using EN 14012:2003 to change their measurement systems to comply with the
European Standard, but gives an opportunity to measure less extensively. This Third version is also
aligned with ISO 10002 on Complaints-handling and thus places more emphasis on the need for overall
quality improvements within the postal organizations.
Regulatory aspects, information about business sensitive information and special requirements for
Universal services have deliberately been left out of this European Standard. The reasons are that it is up
to the regulatory and governmental bodies, as well as in contracts betwe
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