UNE-EN 14012:2019

This document 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 document can 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 document provides guidelines beyond the requirements given in ISO 10002 and EN 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 EN 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 document 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 document is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties.It is important to note 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 document consists of guidance and recommendations and is neither intended for certification, regulatory or contractual use, nor as a guide to the implementation of EN ISO 9001.The relationship with the second edition of this document is explained in Annex I.