EN 14012:2008

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Complaint handling - Guiding principles
  4.1 General
  4.2 Visibility
  4.3 Accessibility
  4.4 Acceptability
  4.5 Responsiveness
  4.6 Objectivity
  4.7 Confidentiality
  4.8 User focused approach
  4.9 Auditability
  4.10 Continual improvement
  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
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
  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
  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 Internal escalation
       7.12.2 External escalation
  7.13 Closing the record of a complaint
  7.14 Complaint reporting & performance improvement
       7.14.1 Internal Reporting
       7.14.2 External Reporting
  7.15 Improvement activity
8 Maintenance and improvement
Annex A (informative) - Customer complaint processes - channels
                        and mechanisms for communicating complaint
                        handling processes to postal users
      A.1 Communication content
      A.2 Communication channels
Annex B (informative) - Complaint channels
      B.1 List of complaint channels involved
      B.2 Channel operation
          B.2.1 General
          B.2.2 Telephone complaints
          B.2.3 Complaints made in writing
          B.2.4 E-mail complaints
          B.2.5 Complaints made in person
          B.2.6 Other facilities
Annex C (informative) - Capturing user information on complaints
Annex D (informative) - Complaint categorisation and classification
      D.1 Introduction
      D.2 Complaint justification
      D.3 Complaint ownership
      D.4 Complaint categories
      D.5 Reasons for complaint
Annex E (informative) - Responses
      E.1 Content of responses - suggested sequence
      E.2 Issues to be considered can include
      E.3 Timescales for responses
Annex F (informative) - Complaint reporting
      F.1 General
      F.2 Timescales for reporting
      F.3 Report content
      F.4 Extra monitoring data
Annex G (normative) - Performance improvement activity
      G.1 General
      G.2 Assessing the organization is able to deal with
          the information of the complaint handling process
          G.2.1 Organization of complaint information
                dissemination:
          G.2.2 Examples of complaint analysis contribution
                to performance improvement:
      G.3 Assessing how the complaint handling process
          drives continual improvement
Annex H (informative) - Continual improvement
      H.1 Continual improvement of the complaint handling process
      H.2 Continual improvement of products and services
Annex I (informative) - Transferring from 1st edition of the
                        EN 14012 to this 2nd edition of the
                        EN 14012
      I.1 General
      I.2 Classification of complaints
          I.2.1 Classification process
          I.2.2 Categories of complaints
          I.2.3 Complaints about lost items
          I.2.4 Maximum handling time
      I.3 Measurement of complaints
          I.3.1 Records
          I.3.2 Statistical indicators
          I.3.3 Reporting statistics about complaints
      I.4 Report on statistical indicators
          I.4.1 General
          I.4.2 Permanent statistical indicators
Bibliography

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 imple