Standard Swedish standard · SS-EN 14012:2019

Postal services - Quality of service - Complaints handling principles

Status: Valid

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Standard Swedish standard · SS-EN 14012:2019

Postal services - Quality of service - Complaints handling principles
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Scope
This European Standard specifies complaints handling principles related to domestic and international postal services. It applies to both national and cross border services. The standard also gives guidance for compensation and redress procedures.
This European Standard may 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. It also gives guidance for complaints handling processes to be set up by postal service providers in order to improve quality of service.
This European Standard provides guidelines beyond the requirements given in ISO 10002 and ISO 9001 in order to consider both the effectiveness and efficiency of a complaint handling process, and consequently the potential for improvement of the performance of an organization. When compared to ISO 9001, the objectives of customer satisfaction and product quality are extended to include the satisfaction of interested parties and the performance of the organization.
This European Standard 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.
It should be noted that the number of complaints received might not be related to the level of service given. A large number of complaints may on the contrary reflect the effectiveness of the postal operator's complaint handling process.

Subjects

Postal services (03.240)


Buy this standard

Standard Swedish standard · SS-EN 14012:2019

Postal services - Quality of service - Complaints handling principles
Subscribe on standards - Read more Dölj
Price: 1 487 SEK
standard ikon pdf

PDF

Price: 1 487 SEK
standard ikon

Paper

Price: 2 379,20 SEK
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Product information

Language: English

Written by: Svenska institutet för standarder

International title:

Article no: STD-80016631

Edition: 3

Approved: 9/23/2019

No of pages: 64

Replaces: SS-EN 14012:2008