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