BS EN 14012:2003 - Postal services. Quality of service. Measurement of complaints and redress procedures – BSI British Standards

BS EN 14012:2003

Postal services. Quality of service. Measurement of complaints and redress procedures

Status : Revised, Withdrawn   Published : April 2003 Replaced By : BS EN 14012:2008

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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.




Standard NumberBS EN 14012:2003
TitlePostal services. Quality of service. Measurement of complaints and redress procedures
StatusRevised, Withdrawn
Publication Date03 April 2003
Withdrawn Date31 January 2010
Normative References(Required to achieve compliance to this standard)No other standards are normatively referenced
Informative References(Provided for Information)No other standards are informatively referenced
Replaced ByBS EN 14012:2008
International RelationshipsEN 14012:2003
Draft Superseded By00/402899 DC
DescriptorsPostal services, Quality auditing, Quality control, Management techniques, Consumer-supplier relations
ICS03.240
Title in FrenchServices postaux. Qualite du service. Mesure des reclamations et procedures de reparation
Title in GermanPostdienste. Dienstqualitaet. Messung von Beschwerden und Entschaedigungsverfahren
CommitteeSVS/4
ISBN0 580 41487 6
PublisherBSI
FormatA4
DeliveryNo
Pages36
File Size393.7 KB
Price£214.00


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