NBN EN 14012 : 2009
Current
The latest, up-to-date edition.
POSTAL SERVICES - QUALITY OF SERVICE - COMPLAINTS HANDLING PRINCIPLES
01-12-2013
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Making a complaint
4.1 General
4.2 Process for making a complaint
4.3 Information required when making a complaint
5 Classification of complaints
5.1 Classification process
5.2 Categories of complaints
5.3 Complaints about lost items
6 Complaints management system
6.1 General
6.2 The complaints handling process
6.3 Maximum handling time
6.4 Replying to complaints
7 Redress procedures
8 Measurements of complaints
8.1 Records
8.2 Statistical indicators
8.3 Reporting statistics about complaints
9 Quality control system
Annex A (informative) Flow procedures for a complaints
management system
Annex B (informative) Report on statistical indicators
Bibliography
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