BS EN 14012:2008

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Complaint handling - Guiding principles
5 Complaint handling commitment
6 Complaint handling management
7 Operation of the complaints handling process
8 Maintenance and improvement
Annex A (informative) - Customer complaint processes -
        channels and mechanisms for communicating
        complaint handling processes to postal users
Annex B (informative) - Complaint channels
Annex C (informative) - Capturing user information on
        complaints
Annex D (informative) - Complaint categorisation and
        classification
Annex E (informative) - Responses
Annex F (informative) - Complaint reporting
Annex G (normative) - Performance improvement activity
Annex H (informative) - Continual improvement
Annex I (informative) - Transferring from 1st edition of
        the EN 14012 to this 2nd edition of the EN 14012
Bibliography

Defines complaints handling principles related to domestic and international postal services.

This European Standard 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 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. The focus of this European Standard is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties.

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.

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

In Annex I the relationship with the second edition of this European Standard is explained.