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
Annex B (informative) Complaint channels
Annex C (informative) Capturing user information on
complaints
Annex D (informative) Complaint categorisation and
classification
Annex E (informative) Responses
Annex F (informative) Complaint reporting
Annex G (normative) Performance improvement activity
Annex H (informative) Continual improvement
Annex I (informative) Transferring from 1st edition of the
EN 14012 to this 2nd edition of the EN 14012
Bibliography