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  • ONORM EN 14012 : 2009

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    Withdrawn A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
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    POSTAL SERVICES - QUALITY OF SERVICE - COMPLAINTS HANDLING PRINCIPLES

    Available format(s): 

    Withdrawn date:  15-03-2020

    Language(s): 

    Published date:  12-01-2013

    Publisher:  Osterreichisches Normungsinstitut/Austrian Standards

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    Table of Contents - (Show below) - (Hide below)

    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

    Abstract - (Show below) - (Hide below)

    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.

    General Product Information - (Show below) - (Hide below)

    Committee TC 231
    Document Type Standard
    Publisher Osterreichisches Normungsinstitut/Austrian Standards
    Status Withdrawn
    Superseded By

    Standards Referencing This Book - (Show below) - (Hide below)

    ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
    View more information

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