BS EN 14012:2003
Postal services - Quality of service - Measurement of complaints and redress procedures
- Standard No.
- BS EN 14012:2003
- Release Date
- 2003
- Published By
- British Standards Institution (BSI)
- Status
- 2010-01
- Replace By
- BS EN 14012:2008
- BS EN 14012:2010
- Latest
- BS EN 14012:2019
- Scope
- This European Standard specifies requirements for the measurement of complaints and redress procedures related to the domestic and international postal service. It defines various types of complaints and for each of them establishes a methodology for measuring response rates for their acknowledgement, processing, and resolution by the service provider. It also specifies the requirements for the complaints management system to be set up by the service provider. This European Standard is applicable to all domestic and cross-border services within the universal service. It can be used for other postal services if appropriate.
BS EN 14012:2003 history
- 2019 BS EN 14012:2019 Postal services - Quality of service - Measurement of complaints and redress procedures
- 2010 BS EN 14012:2010 Postal services. Quality of service. Complaints handling principles
- 2010 BS EN 14012:2008 Postal services - Quality of service - Complaints handling principles
- 2003 BS EN 14012:2003 Postal services - Quality of service - Measurement of complaints and redress procedures
