Postal services. Quality of service. Measurements of complaints and redress procedures
BS EN 14012:2003 specifies requirements for the measurement of complaints and redress procedures related to the domestic and international postal service.
It defines various types of complaints and for each of them establishes a methodology for measuring response rates for their acknowledgement, processing and resolution by the service provider.
It also specifies the requirements for the complaints management system to be set up by the service provider.
This European Standard is applicable to all domestic and cross-border services within the universal service (as well as being used for other postal services if appropriate), and can also be used by the consumer to assess if their complaint has been dealt with according to the European Standard.
ISBN 0 580 41487 6
