EN 14012:2008

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.  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

Postalische Dienstleistungen - Dienstqualität - Grundsätze der Bearbeitung von Beschwerden

Diese Europäische Norm legt Grundsätze zur Bearbeitung von Beschwerden bezüglich inländischer und inter¬nationaler Postdienste fest. Sie gilt sowohl für nationale als auch für grenzüberschreitende Dienstleistungen. Besondere Beachtung wird Situationen beigemessen, in denen mit Beschwerden umgegangen werden muss, an denen mehrere Betreiber beteiligt sind. Die Norm stellt außerdem eine Anleitung für Entschädigungs¬verfahren dar.
Diese Europäische Norm darf auf alle Postdienst Arten angewendet werden, sowohl auf den Universaldienst als auch auf den Nicht Universaldienst sowie auf alle Arten von Postorganisationen. Sie definiert verschiedene Beschwerdearten und beschreibt einen Beschwerdebearbeitungsprozess zur Verbesserung der Dienstleistung für Nutzer von postalischen Dienstleistungen. Sie gibt auch eine Anleitung für Beschwerde¬bearbeitungsprozesse, die von Postdienstanbietern eingesetzt werden müssen, um die Dienstqualität zu verbessern.
Diese Europäische Norm gibt Richtlinien, die über die in ISO 10002 und ISO 9001 angegebenen Anforde-rungen hinausgehen, um sowohl die Effektivität als auch die Effizienz eines Beschwerdebearbeitungs-prozesses und nachfolgend das Potential zur Verbesserung der Leistungsfähigkeit einer Organisation zu berücksichtigen. Im Vergleich zu ISO 9001 werden die Ziele der Kundenzufriedenheit und Produktqualität erweitert, um die Zufriedenheit von interessierten Parteien und die Leistungsfähigkeit der Organisation einzubeziehen.
Diese Europäische Norm 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 dieser Europäischen Norm liegt im Erreichen einer ständigen Verbesserung, gemessen an der Zufrie¬denheit der Kunden und anderer interessierter Parteien.

Services postaux - Qualité du service - Principes de traitement des réclamations

La présente Norme européenne précise les principes de traitement des réclamations liés aux
services postaux nationaux et internationaux. Elle s'applique aux services tant nationaux que
transfrontières. 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.
La présente Norme européenne peut être appliquée à tous les types de services postaux, service
universel et non universel, ainsi que par tous les types d'organismes postaux. Elle 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. Elle 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.
La présente Norme européenne fournit des lignes directrices au-delà des exigences formulées
dans l'ISO 10002 et dans l'ISO 9001 afin de prendre en compte tant l'efficacité que le bon
fonctionnement d'un processus de traitement de réclamations et, par voie de conséquence, le
potentiel pour l'amélioration de la performance d'un organisme. En comparaison à l'ISO 9001, les
objectifs de satisfaction du client et de qualité du produit ont été étendus pour inclure la satisfaction
des parties intéressées et la performance de l'organisme.
La présente Norme européenne est applicable aux processus de l'organisme et, par voie de
conséquence, les principes de gestion de la qualité sur lesquels elle est basée peuvent être
déployés dans tout l'organisme. La présente Norme européenne vise à l’obtention d’une
amélioration continue, mesurée à travers la satisfaction des clients et des autres parties
intéressées.

Poštne storitve - Kakovost storitve - Načela ravnanja s pritožbami

General Information

• Status: Withdrawn
• Publication Date: 25-Nov-2008
• Withdrawal Date: 17-Sep-2019
• ICS: 03.240 - Postal services
• Technical Committee: CEN/TC 331 - Postal services
• Drafting Committee: CEN/TC 331/WG 1 - Quality of service
• Current Stage: 9960 - Withdrawal effective - Withdrawal
• Completion Date: 18-Sep-2019
• Directive: 2002/39/EC - Directive 2002/39/EC of the European Parliament and of the Council of 10 June 2002 amending Directive 97/67/EC with regard to the further opening to competition of Community postal services
• Directive: 97/67/EC - Directive 97/67/EC of the European Parliament and of the Council of 15 December 1997 on common rules for the development of the internal market of Community postal services and the improvement of quality of service
• Mandate: M/240 - Mandate to CEN for standardisation in the field of postal services and equipment
• Mandate: M/312 - Standardization mandate addressed to the CEN in the field of the postal services and equipment
• Ref Project: SIST EN 14012:2009 - Postal services - Quality of service - Complaints handling principles

Relations

• Replaces: EN 14012:2003 - Postal services - Quality of service - Measurement of complaints and redress procedures
• Effective Date: 22-Dec-2008
• Replaced By: EN 14012:2019 - Postal services - Quality of service - Complaints handling principles
• Effective Date: 25-Sep-2019

Standards Content (Sample)

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.LPostalische Dienstleistungen - Dienstqualität - Grundsätze der Bearbeitung von BeschwerdenServices postaux - Qualité du service - Principes de traitement des réclamationsPostal services - Quality of service - Complaints handling principles03.240Poštne storitvePostal servicesICS:Ta slovenski standard je istoveten z:EN 14012:2008SIST EN 14012:2009en01-januar-2009SIST EN 14012:2009SLOVENSKI
STANDARDSIST EN 14012:20041DGRPHãþD

EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 14012November 2008ICS 03.240Supersedes EN 14012:2003
English VersionPostal services - Quality of service - Complaints handlingprinciplesServices postaux - Qualité du service - Principes detraitement des réclamationsPostalische Dienstleistungen - Dienstqualität - Grundsätzeder Bearbeitung von BeschwerdenThis European Standard was approved by CEN on 25 October 2008.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the CEN 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 translationunder the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as theofficial versions.CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2008 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 14012:2008: ESIST EN 14012:2009

2 Contents Page Foreword.4 Introduction.5 1 Scope.7 2 Normative references.8 3 Terms and definitions.8 4 Complaint handling - Guiding principles.11 4.1 General.11 4.2 Visibility.11 4.3 Accessibility.11 4.4 Acceptability.11 4.5 Responsiveness.12 4.6 Objectivity.12 4.7 Confidentiality.12 4.8 User focused approach.12 4.9 Auditability.12 4.10 Continual improvement.12 4.11 Conformity with national and international framework.12 4.12 Resolution of problem at local level.13 4.13 Complaints on postal items handled by multiple operators (cross border or multi-handled domestic mail).13 4.14 Compensation to users.13 5 Complaint handling commitment.13 6 Complaint handling management.14 7 Operation of the complaints handling process.14 7.1 Communication.14 7.2 Access to complaint handling processes.14 7.3 Timescales for users to make complaints.14 7.4 Receipt of complaints.14 7.5 Classification of complaints.15 7.6 Acknowledgement of complaints received.15 7.7 Tracking of complaints.15 7.8 Investigation of complaints.15 7.9 Response to complaints.15 7.10 Claims for compensation.15 7.11 Communication of the decision.16 7.12 Review of complaints and decisions.16 7.12.1 Internal escalation.16 7.12.2 External escalation.16 7.13 Closing the record of a complaint.16 7.14 Complaint reporting & performance improvement.16 7.14.1 Internal Reporting.16 7.14.2 External Reporting.17 7.15 Improvement activity.17 8 Maintenance and improvement.17 Annex A (informative)
Customer complaint processes – channels and mechanisms for communicating complaint handling processes to postal users.18 A.1 Communication content.18 SIST EN 14012:2009

Complaint channels.19 B.1 List of complaint channels involved.19 B.2 Channel operation.19 B.2.1 General.19 B.2.2 Telephone complaints.19 B.2.3 Complaints made in writing.19 B.2.4 E-mail complaints.20 B.2.5 Complaints made in person.20 B.2.6 Other facilities.20 Annex C (informative)
Capturing user information on complaints.21 Annex D (informative)
Complaint categorisation and classification.23 D.1 Introduction.23 D.2 Complaint justification.23 D.3 Complaint ownership.23 D.4 Complaint categories.24 D.5 Reasons for complaint.24 Annex E (informative)
Responses.25 E.1 Content of responses – suggested sequence.25 E.2 Issues to be considered can include.25 E.3 Timescales for responses.25 Annex F (informative)
Complaint reporting.26 F.1 General.26 F.2 Timescales for reporting.26 F.3 Report content.26 F.4 Extra monitoring data.27 Annex G (normative)
Performance improvement activity.29 G.1 General.29 G.2 Assessing the organization is able to deal with the information of the complaint handling process.29 G.2.1 Organization of complaint information dissemination:.29 G.2.2 Examples of complaint analysis contribution to performance improvement:.29 G.3 Assessing how the complaint handling process drives continual improvement.29 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)
Transferring from 1st edition of the EN 14012 to this 2nd edition of the EN 14012.32 I.1 General.32 I.2 Classification of complaints.
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