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BS EN 14012:2019

BS EN 14012:2019

$198.66

Postal services. Quality of service. Complaints handling principles

Published By Publication Date Number of Pages
BSI 2019 60
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This document 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 document can 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 including persons with disabilities and older persons. It also gives guidance for complaints-handling processes to be set up by postal service providers in order to improve quality of service.

This document 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 document is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties.

It is important to note that the number of complaints received might not be related to the level of service given. A large number of complaints on the contrary could reflect the effectiveness of the postal operator’s complaint handling process.

This document consists of guidance and recommendations and is neither intended for certification, regulatory or contractual use, nor as a guide to the implementation of EN ISO 9001.

PDF Catalog

PDF Pages PDF Title
2 undefined
9 1 Scope
2 Normative references
3 Terms and definitions
11 4 Complaint handling – Guiding principles
4.1 General
4.2 Visibility
4.3 Accessibility
12 4.4 Acceptability
4.5 Responsiveness
4.6 Objectivity
4.7 Confidentiality
4.8 User focused approach
4.9 Auditability
4.10 Continual improvement
13 4.11 Conformity with national and international framework
4.12 Resolution of problem at local level
4.13 Complaints on postal items handled by multiple operators (cross border or multi-handled domestic mail)
4.14 Compensation to users
5 Complaint handling commitment
14 6 Complaint handling management
7 Operation of the complaints-handling process
7.1 Communication
7.2 Access to complaint handling processes
7.3 Timescales for users to make complaints
15 7.4 Receipt of complaints
7.5 Classification of complaints
7.6 Acknowledgement of complaints received
7.7 Tracking of complaints
7.8 Investigation of complaints
16 7.9 Response to complaints
7.10 Claims for compensation
7.11 Communication of the decision
7.12 Review of complaints and decisions
7.12.1 General
7.12.2 Internal escalation
7.12.3 External escalation
7.13 Closing the record of a complaint
17 7.14 Complaint reporting and performance improvement
7.14.1 Internal Reporting
7.14.2 External Reporting
7.15 Improvement activity
8 Maintenance and improvement
18 Annex A (normative) Performance improvement activity
A.1 General
A.2 Assessing the organization is able to deal with the information of the complaint handling process
A.2.1 Organization of complaint information dissemination:
A.2.2 Examples of complaint analysis contribution to performance improvement:
19 A.3 Assessing how the complaint handling process drives continual improvement
20 Annex B (informative) Customer complaint processes – channels and mechanisms for communicating complaint handling processes to postal users
B.1 Communication content
B.2 Communication channels
21 B.3 Examples of alternative formats
22 Annex C (informative)Complaint channels
C.1 List of complaint channels involved
C.2 Channel operation
C.2.1 General
C.2.2 Telephone complaints
C.2.3 Complaints made in writing
23 C.2.4 Complaints made by electronic communication
C.2.5 Complaints made in person
C.2.6 Other facilities
24 Annex D (informative)Capturing user information on complaints
26 Annex E (informative) Complaint categorization and classification
E.1 Introduction
E.2 Complaint justification
E.3 Complaint ownership
27 E.4 Complaint categories
E.5 Reasons for complaint
28 E.6 Guidance on complaint categorization
E.6.1 Access to customer service information complaint
E.6.2 Access to postal services complaint
E.6.3 Behaviour and competence of postal employees complaint
E.6.4 Complaint-handling complaint
E.6.5 General complaint
E.6.6 Item damaged complaint
29 E.6.7 Inappropriate delivery(for categorization of complaints):
E.6.8 Item lost or substantially delayed complaint
E.6.9 Mail delivery complaint
E.6.10 Misdelivery complaint
E.6.11 Redirection complaint
E.6.12 Specific complaint
30 Annex F (informative) Responses
F.1 Content of responses – suggested sequence
F.2 Issues to be considered can include
F.3 Timescales for responses
31 Annex G (informative) Complaint reporting
G.1 General
G.2 Timescales for reporting
G.3 Report content
32 G.4 Extra monitoring data
33 Annex H (informative) Continual improvement
H.1 Continual improvement of the complaint handling process
H.2 Continual improvement of products and services
34 Annex I (informative) Suggested reporting formats
41 Annex J (informative)Damage to postal items
J.1 Introduction
J.2 Measurement of complaints
J.2.1 General
42 J.2.2 Solutions applied by operators
54 J.3 Prevention actions
55 J.4 Measurements
J.4.1 General
56 J.4.2 Analysis of the database of complaints
57 J.5 Activities to mitigate impact of damages
58 J.6 Parameters of postal items affecting the number of damages

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BS EN 14012:2019
$198.66