BS EN 14012-2008 Postal services - Quality of service - Complaints handling principles《邮政服务 服务质量 投诉处理原则》.pdf

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1、BS EN 14012:2008ICS 03.240NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBRITISH STANDARDPostal services Quality of service Complaints handlingprinciplesLicensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 01/04/2010 04:04, Uncontrolled Copy, (c) BSIThis British Standard was

2、 published under the authority of the Standards Policy and Strategy Committee on 31January 2010 BSI 2010ISBN 978 0 580 58990 4Amendments/corrigenda issued since publicationDate CommentsBS EN 14012:2008National forewordThis British Standard is the UK implementation of EN 14012:2008. Itsupersedes EN 1

3、4012:2003 which is withdrawn.The UK participation in its preparation was entrusted to TechnicalCommittee SVS/4, Postal services.A list of organizations represented on this committee can be obtained onrequest to its secretary.This publication does not purport to include all the necessary provisionsof

4、 a contract. Users are responsible for its correct application. Compliance with a British Standard cannot confer immunityfrom legal obligations.BS Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 01/04/2010 04:04, Uncontrolled Copy, (c) BSIBS EN 14012:2008EUROPEAN STANDARDNORME EUROPENNEEUROPI

5、SCHE NORMEN 14012November 2008ICS 03.240 Supersedes EN 14012:2003 English VersionPostal services - Quality of service - Complaints handlingprinciplesServices postaux - Qualit du service - Principes detraitement des rclamationsPostalische Dienstleistungen - Dienstqualitt - Grundstzeder Bearbeitung vo

6、n BeschwerdenThis European Standard was approved by CEN on 25 October 2008.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliogr

7、aphical references concerning such nationalstandards may be obtained on application to the CEN Management Centre or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a C

8、EN member into its own language and notified to the CEN Management Centre has the same status as theofficial versions.CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,France, Germany, Greece, Hungary, Iceland, Ireland, Ita

9、ly, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGManagement Centre: rue de Stassart, 36 B-1050 B

10、russels 2008 CEN All rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 14012:2008: ELicensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 01/04/2010 04:04, Uncontrolled Copy, (c) BSIBS EN 14012:2008EN 14012:2008 (E) 2 Contents Page Foreword4

11、Introduction .5 1 Scope 7 2 Normative references 8 3 Terms and definitions .8 4 Complaint handling - Guiding principles 11 4.1 General.11 4.2 Visibility .11 4.3 Accessibility11 4.4 Acceptability11 4.5 Responsiveness12 4.6 Objectivity12 4.7 Confidentiality.12 4.8 User focused approach12 4.9 Auditabil

12、ity 12 4.10 Continual improvement12 4.11 Conformity with national and international framework 12 4.12 Resolution of problem at local level .13 4.13 Complaints on postal items handled by multiple operators (cross border or multi-handled domestic mail)13 4.14 Compensation to users13 5 Complaint handli

13、ng commitment.13 6 Complaint handling management14 7 Operation of the complaints handling process 14 7.1 Communication.14 7.2 Access to complaint handling processes14 7.3 Timescales for users to make complaints .14 7.4 Receipt of complaints 14 7.5 Classification of complaints 15 7.6 Acknowledgement

14、of complaints received15 7.7 Tracking of complaints 15 7.8 Investigation of complaints .15 7.9 Response to complaints 15 7.10 Claims for compensation.15 7.11 Communication of the decision 16 7.12 Review of complaints and decisions16 7.12.1 Internal escalation .16 7.12.2 External escalation 16 7.13 C

15、losing the record of a complaint.16 7.14 Complaint reporting limiting the number of measuring parameters; and stronger alignment with ISO 10002 adhering to the measuring method described in the first edition of EN 14012 means that also the measuring requirements of this revised 2nd edition of EN 140

16、12 are met. Annex F contains general information regarding measuring and reporting of complaints based on the criteria described in the first edition of EN 14012 and included in Annex I. However this revised second edition of EN 14012 contains more requirements on improvements and corrective actions

17、 According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy,

18、 Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 01/04/2010 04:04, Uncontrolled Copy, (c) BSIBS EN 14012:2008EN 14012:2008 (E) 5 Introdu

19、ction In 1992 the European Commission pointed out in its Green paper the need to establish common rules for the development of community postal services and the improvement of quality of service. The Commission identified requirements for quality of service measurement including the management and m

20、easurement of complaints. The 1997 Directive of the European Parliament and of the Council on common rules for the development of the internal market of Community postal services and the improvement of quality of service, 97/67/CE article 19, requires universal service providers to publish informati

21、on once a year on the number of complaints and the way they are dealt with. Complaints are requests given by users of the postal service in order to communicate that they feel that the service provided has not met the standard they expect or the standard the service provider has to comply with. It i

22、s recommended to investigate complaints in order to verify if there is actual non-conformity with the service and to respond to the complainants. Moreover, complaints should be regarded as the instrument to protect users if the service provider does not respect the commitments and promises it has ma

23、de. The service provider can use complaints in its continuous quality improvement of the postal service. The level of complaints and the reasons for complaints provide important information about the satisfaction of users with different aspects of the postal service. There needs to be commitment to

24、effective complaints handling at all levels within the postal organization. An investigation carried out by the European postal regulators CERP in 2004 showed that the costs for fully implementing the first edition of EN 14012:2003 were likely to be too high, even for postal service organizations wi

25、th existing established and sophisticated complaint management Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 01/04/2010 04:04, Uncontrolled Copy, (c) BSIBS EN 14012:2008EN 14012:2008 (E) 6 cross border mail may generate cross border complaints where it may be difficult to establish which po

26、stal operator is responsible; postal operations involving multiple operators carrying an item of mail will result in complaints being made to organizations that may or may not be the responsibility of that organization; person who complains may not be the person who has paid for the service; for exa

27、mple, a recipient of a mail item complaining about an incorrect delivery procedure; postal business in Europe is regulated by European and national regulatory law. This regulatory law focuses primarily on the Universal Postal Service (which differs from Member State to Member State) Licensed Copy: W

28、ang Bin, ISO/EXCHANGE CHINA STANDARDS, 01/04/2010 04:04, Uncontrolled Copy, (c) BSIBS EN 14012:2008EN 14012:2008 (E) 7 1 Scope This European Standard specifies complaints handling principles related to domestic and international postal services. It applies to both national and cross border services.

29、 Attention is given to how to handle complaints in multiple operator situations. The standard also gives guidance for compensation and redress procedures. This European Standard may be applied to all types of postal service both Universal service and non-universal service and by all types of postal

30、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.

31、 This European Standard provides guidelines beyond the requirements given in ISO 10002 and 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 ISO 9

32、001, the objectives of customer satisfaction and product quality are extended to include the satisfaction of interested parties and the performance of the organization. This European Standard is applicable to the processes of the organization and consequently the quality management principles on whi

33、ch it is based can be deployed throughout the organization. The focus of this European Standard is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties. It should be noted that the number of complaints received might not be related to th

34、e level of service given. A large number of complaints may on the contrary reflect the effectiveness of the postal operators complaint handling process. This European Standard consists of guidance and recommendations and is neither intended for certification, regulatory or contractual use, nor as a

35、guide to the implementation of ISO 9001. In Annex I the relationship with the second edition of this European Standard is explained. Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 01/04/2010 04:04, Uncontrolled Copy, (c) BSIBS EN 14012:2008EN 14012:2008 (E) 8 2 Normative references The follo

36、wing referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. ISO 10002 Quality management Customer satisfaction Guideli

37、nes for complaints handling in organizations 3 Terms and definitions 3.1 “access to customer service information“ complaint complaint about the information provided by the service provider on the specifications of its products and services NOTE 1 Examples would be complaints about availability of in

38、formation on product specifications and prices, about incorrect information and advice, or about information on complaints procedures. NOTE 2 Complaints about information provided by a contractor or franchisee of the service provider would be included in this category. 3.2 “access to postal services

39、“ complaint complaint about how and when postal services are available NOTE 1 Examples would be complaints about opening hours at post offices, about queues at post offices, about cleanliness of post offices, or about access for disabled and handicapped people. NOTE 2 Complaints about access points

40、for postal services provided by the service provider through franchised operations are also included in the access to postal services category of complaints. 3.3 “behaviour and competence of postal employees“ complaint complaint regarding the behaviour of individual postal employees and the way indi

41、vidual employees operate postal procedures NOTE 1 Examples would be complaints about rudeness or behaviour of employees which is inconsiderate of users of the postal service. NOTE 2 Complaints about mistakes resulting in loss of, damage to or delay to postal items or causing delivery problems is not

42、 included in this complaints category. 3.4 cause of complaint originating event leading to a complaint NOTE E.g. specific explanation for a service failure or customer perception of failure, generating a complaint. 3.5 compensation redress given to a complainant by a service provider NOTE Compensati

43、on rules are generally specified in the terms of business. Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 01/04/2010 04:04, Uncontrolled Copy, (c) BSIBS EN 14012:2008EN 14012:2008 (E) 9 3.6 complainant person, organization or its representative, making a complaint 3.7 complaint expression of

44、 dissatisfaction made to an organization, related to the perceived failure of its products, services or policies, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected NOTE Organizations may have a more detailed definition of what comprises a

45、complaint in their respective complaint handling approaches. 3.8 complaints handling process process starting at the receipt of a complaint through a series of actions resulting in a final response or any necessary escalation 3.9 “complaint handling“ complaint complaint expressing dissatisfaction ab

46、out the way in which a previous complaint has been treated NOTE Reasons for dissatisfaction could include the time taken to handle the complaint or the response received from the service provider. 3.10 cross border mail mail distributed from one country to another country EN 14534:2007 3.11 customer

47、 natural or legal person having a business relationship with a postal operator NOTE A consumer who purchases postal services is a customer. cf. User 3.12 customer service interaction of the organization with the user throughout the life cycle of a product or service 3.13 feedback opinions, comments

48、and expressions of interest in the products or services or the complaints handling process 3.14 final response communication by means of which the service provider informs a complainant of the results of any investigation caused by a complaint, and whether the complaint is considered to be justified

49、 or not NOTE 1 A continued dialogue between the service provider and an unsatisfied customer, after the complainant has been informed about the results of the investigation in the final response, is considered a new complaint about complaint handling. NOTE 2 Even if the complainant is still not satisfied with the content of the final response, the specific complaint is solved by the final response. Licensed Copy: Wang Bin, ISO/EXCHANGE CHINA STANDARDS, 01/04/2010 04:04, Uncontrolled Copy, (c) BSIBS EN 14012:2008EN 14012:2008 (E) 10 cf. complaint handling co