SIST EN 14012:2004

Postal services - Quality of service - Measurement of complaints and redress procedures

The standard will define a methodology for the evaluation of complaints and redress procedures. The standard will apply to various types of complaints and for each of them establish a methodology for measuring response rates for their acknowledgement, processing and resolution by the postal operator.

Postalische Dienstleistungen - Dienstqualität - Messung von Beschwerden und Entschädigungsverfahren

Diese Europäische Norm legt die Anforderungen für die Messung von Beschwerden und die Entschädigungsverfahren im Rahmen des inländischen und internationalen Postdienstes fest. Sie definiert die verschiedenen Beschwerdearten und beschreibt ein Verfahren zur Messung der für die Bestätigung, Bearbeitung und Abwicklung der Beschwerden durch den Dienstanbieter benötigten Zeit.
Ferner werden die Anforderungen an ein vom Dienstanbieter einzurichtendes Beschwerde-Managementsystem festgelegt.
Diese Europäische Norm gilt für alle inländischen und grenzüberschreitenden Dienste im Rahmen des Universaldienstes. Wenn dies angebracht ist, kann sie auch auf andere Postdienste angewandt werden.

Services postaux - Qualité du service - Mesure des réclamations et procédures de réparation

La présente Norme européenne spécifie des exigences pour la mesure des réclamations et des procédures de réparation liées au service postal national et international. Elle définit différents types de réclamations et établit pour chacun d'eux une méthodologie de mesure des taux de réponses du prestataire de services en matière d'identification, de traitement et de résolution des réclamations.
Elle précise également des exigences pour le système de gestion des réclamations que le prestataire de services doit mettre en place.
La présente Norme européenne s'applique à tous les services nationaux et transfrontières relevant du service universel. Elle peut servir à d'autres services postaux si elle leur convient.

Postal services - Quality of service - Measurement of complaints and redress procedures

General Information

• Status: Withdrawn
• Publication Date: 31-Dec-2003
• Withdrawal Date: 08-Dec-2008
• ICS: 03.240 - Postal services
• Technical Committee: I13 - Imaginarni 13
• Current Stage: 9900 - Withdrawal (Adopted Project)
• Start Date: 08-Dec-2008
• Due Date: 31-Dec-2008
• Completion Date: 09-Dec-2008
• 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
• Ref Project: EN 14012:2003 - Postal services - Quality of service - Measurement of complaints and redress procedures

Relations

• Replaced By: SIST EN 14012:2009 - Postal services - Quality of service - Complaints handling principles
• Effective Date: 01-Jan-2009

Standards Content (Sample)

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Postal services - Quality of service - Measurement of complaints and redress proceduresPostal services - Quality of service - Measurement of complaints and redress proceduresServices postaux - Qualité du service - Mesure des réclamations et procédures de réparationPostalische Dienstleistungen - Dienstqualität - Messung von Beschwerden und EntschädigungsverfahrenTa slovenski standard je istoveten z:EN 14012:2003SIST EN 14012:2004en03.240Poštne storitvePostal servicesICS:SLOVENSKI
STANDARDSIST EN 14012:200401-januar-2004

EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 14012March 2003ICS 03.240English versionPostal services - Quality of service - Measurement of complaintsand redress proceduresServices postaux - Qualité du service - Mesure desréclamations et procédures de réparationPostdienste - Dienstqualität - Messung von Beschwerdenund EntschädigungsverfahrenThis European Standard was approved by CEN on 20 December 2002.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 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 Management Centre has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece,Hungary, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Norway, Portugal, Slovakia, Spain, Sweden, Switzerland and UnitedKingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2003 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 14012:2003 E

(informative)
Flow procedures for a complaints management system.22Annex B
(informative)
Report on statistical indicators.23Bibliography.32

1 The list comes from the UPU Resolution C32/1999 of the Beijing Congress in 1999.
The document can be obtained via UPU(Universal Postal Union), Case postale 13, 3000 BERNE 15, SWITZERLAND.
www.upu.int
Examples would be complaints about availability of information on product specifications and prices, aboutincorrect information and advice, or about information on complaints procedures.NOTE 2
Complaints about information provided by a contractor or franchisee of the service provider would beincluded in this category.3.2access to postal services complaintcomplaint about access to postal services at post offices, sorting centres or other postal establishmentsNOTE 1
Examples would be complaints about opening hours at post offices, about queues at post offices, aboutcleanliness of post offices, or about access for disabled and handicapped people.NOTE 2
Complaints about access points for postal services provided by the service provider through franchisedoperations are also included in the access to postal services category of complaints.3.3behaviour and competence of postal employees complaintcomplaint regarding the behaviour of individual postal employees and the way individual employeesoperate postal proceduresNOTE 1
Examples would be complaints about rudeness or behaviour inconsiderate of users of the postal service.NOTE 2
Complaints about mistakes resulting in loss of, damage to or delay to postal items or causing deliveryproblems should be placed in another complaints category.3.4change of address complaintcomplaint about incorrect treatment of postal items that are affected by a permanent or temporary changeof addressNOTE 1
An example of what would warrant a change of address complaint would be failure to redirect letters to aperson’s new address when the service provider has undertaken to do so.NOTE 2
Complaints about temporary changes of address, for example during the summer vacation, or temporarystorage of mail at the post office should be included in this category.3.5compensationremuneration given to a complainant by a service providerNOTE 1
Payments, credit invoices and free gifts or services are all examples of compensation.NOTE 2
Goodwill payments should be treated as compensation payments.3.6complainantany natural or legal person who makes a complaint

In relation with complaints, the expression “postal service” includes claimed or proposed service levels,specific requirements of the postal service, service regulations, and delivery conditions.NOTE 2
Suggestions, communications, service enquiries, and requests for information are not considered ascomplaints.NOTE 3
A “Customer Charter” is a statement published by the service provider containing commitments to customersor users.3.8complaint treatment complaintcomplaint expressing dissatisfaction about the way in which a previous complaint has been treatedNOTE
Reasons for dissatisfaction could include the time taken to handle the complaint or the response received fromthe service provider.3.9cross-border mailmail distributed from one country to anotherNOTE
Cross-border mail includes mail from or to another member state of the European Union and mail from or to athird country.3.10customernatural or legal person having a business relationship with a postal operatorNOTE
A consumer who purchases postal services is a customer.cf. user3.11final replycommunication by means of which the service provider informs a complainant of the results of anyinvestigation caused by a complaint and whether the complaint is considered to be justifiedNOTE
A continued dialogue between the service provider and an unsatisfied customer, after the complainant hasbeen informed about the results of the investigation in the final reply, is considered a new complaint about complainttreatmentcf. complaint handling complaint3.12first replyfirst communication from the service provider to a complainant about a compla
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