SN EN 14012 : 2009

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.