ONORM EN 14012 : 2009
Withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
View Superseded by
POSTAL SERVICES - QUALITY OF SERVICE - COMPLAINTS HANDLING PRINCIPLES
15-03-2020
12-01-2013
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
Defines requirements for the measurement of complaints and redress procedures related to the domestic and international postal service. Also defines various types of complaints and for each of them establishes a methodology for measuring response rates for their acknowledgement, processings, and resolution by the service provider.
| Committee |
TC 231
|
| DocumentType |
Standard
|
| PublisherName |
Osterreichisches Normungsinstitut/Austrian Standards
|
| Status |
Withdrawn
|
| SupersededBy |
| Standards | Relationship |
| NBN EN 14012 : 2009 | Identical |
| NEN EN 14012 : 2009 | Identical |
| I.S. EN 14012:2008 | Identical |
| SN EN 14012 : 2009 | Identical |
| UNI EN 14012 : 2009 | Identical |
| UNE-EN 14012:2009 | Identical |
| BS EN 14012:2008 | Identical |
| NF EN 14012 : 2009 | Identical |
| EN 14012:2008 | Identical |
| DIN EN 14012:2009-04 | Identical |
| ISO 10002:2014 | Quality management Customer satisfaction Guidelines for complaints handling in organizations |
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