SS-EN-14012 › Historical Revision Information
Postal services - Quality of service - Measurement of complaints and redress procedures
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This European Standard 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. It can be used for other postal services if appropriate.
To find similar documents by classification:
03.240 (Postal services Including postal equipment, post-boxes and letter-boxes, etc.)
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Designation Name
SS-EN 14012
Revision Level
EDITION 1
Status
Superseded
Publication Date
March 28, 2003
Language(s)
English
Page Count
33
International Equivalent
EN 14012:2003 IDT