EN 14012:2003

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 complaintNOTE
The first reply could be an initial acknowledgement or a final reply.3.13general complaintcomplaint that is based on a question of opinion or dissatisfaction in general with the service the postaloperator provides

General complaints are not related to a specific item or items or to a specific customer or postal service usercf. specific complaint3.14handling timeperiod running from the time when the service provider receives the complaint to the time at which theservice provider informs the complainant about the final results of the investigationsNOTE
The time during which the complainant is asked to provide information can be deducted when calculating thehandling time.3.15industrialised countrycountry which is a member state of the European Union or is defined as an industrialised country by theUniversal Postal Union3.16item arriving late complaintcomplaint regarding a postal item delivered to the recipient in a time longer than the service provider’spromised service standard but within a specified period of timeNOTE
The specified period is defined in 5.3 of this European Standard.cf. item lost or substantially delayed complaint.3.17item damaged complaintcomplaint regarding damage to the contents, stamps, or envelope of a postal itemNOTE
To steal the contents in whole or in part of a postal item is an example of damage.3.18item lost or substantially delayed complaintcomplaint regarding a postal item not received, in whole or in part, by the recipient within a specified periodof timeNOTE
The specified period is defined in 5.3 of this European Standard.cf. item arriving late complaint3.19justified complaintcomplaint regarding a subject for which the service provider, after investigation if necessary, recognisesthat it may not have fulfilled its obligations in whole or in partNOTE
Examples of the obligations of the service provider are its general terms and conditions and its regulatory andlegal requirements.3.20mail delivery or collection complaintcomplaint about when, where or how postal items have been delivered at the delivery address or havebeen collectedNOTE
Examples would be complaints about postal items not delivered at the usual time of day, about postal items notproperly delivered into the receiving private letter box, about the location of collection boxes, about the time of daywhen collections are made, and about the frequency of deliveries or collections.

A specific complaint may not necessarily lead to redress procedures.cf. general complaint.3.23userany natural or legal person benefiting from universal postal servicesNOTE
A sender or recipient of a postal item is a user.cf. customer

Sufficient information should be recorded about the product or service of a postal item for it to be possible forthe service provider to identify:— Whether the service is domestic, cross-border within the European Union, or other international;— What the service standard is (cf. 5.3);— Whether a registered service is used.
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