DIN EN 14012-2009 Postal services - Quality of service - Complaints handling principles English version of DIN EN 14012 2009-04《邮政服务 服务质量 投诉处理原则》.pdf

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1、April 2009DEUTSCHE NORM English price group 19No part of this standard may be reproduced without prior permission ofDIN Deutsches Institut fr Normung e. V., Berlin. Beuth Verlag GmbH, 10772 Berlin, Germany,has the exclusive right of sale for German Standards (DIN-Normen).ICS 03.240!$W,“1520996www.di

2、n.deDDIN EN 14012Postal services Quality of service Complaints handling principlesEnglish version of DIN EN 14012:2009-04Postalische Dienstleistungen Dienstqualitt Grundstze der Bearbeitung von BeschwerdenEnglische Fassung DIN EN 14012:2009-04SupersedesDIN EN 14012:2003-09www.beuth.deDocument compri

3、ses 48 pagesDIN EN 14012:2009-04 2 National foreword This standard has been prepared by Technical Committee CEN/TC 331 “Postal services” (Secretariat: NEN, Netherlands). The responsible German body involved in its preparation was the Normenausschuss Informationstechnik und Anwendungen (Information T

4、echnology and selected IT Applications Standards Committee), Technical Committee NA 043-03-04 AA Postalische Dienstleistungen. The DIN Standards corresponding to the International Standards referred to in this document are as follows: ISO 9004 DIN EN ISO 9004 ISO 10002 DIN ISO 10002 Amendments This

5、standard differs from DIN EN 14012:2003-09 as follows: a) Annex I containing the measuring method from the first edition of EN 14012 has been added. b) The standard has been brought in line with the general structure of ISO 10002 and the content has been revised accordingly. c) Terms and references

6、have been updated. d) Annexes A and B have been completely replaced. e) Annexes C, D, E, F, G and H have been added. Previous editions DIN EN 14012: 2003-09 National Annex NA (informative) Bibliography DIN EN ISO 9004, Quality management systems Guidelines for performance improvements DIN ISO 10002,

7、 Quality management Customer satisfaction Guidelines for complaints handling in organizations EUROPEAN STANDARDNORME EUROPENNEEUROPISCHE NORMEN 14012November 2008ICS 03.240 Supersedes EN 14012:2003 English VersionPostal services - Quality of service - Complaints handlingprinciplesServices postaux -

8、Qualit du service - Principes detraitement des rclamationsPostalische Dienstleistungen - Dienstqualitt - Grundstzeder Bearbeitung von 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

9、 conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the CEN Management Centre or to any CEN member.This European Standard exists in t

10、hree official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN 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 A

11、ustria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMM

12、ITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGManagement Centre: rue de Stassart, 36 B-1050 Brussels 2008 CEN All rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 14012:2008: EEN 14012:2008 (E) 2 Content

13、s Page Foreword4 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 approac

14、h12 4.9 Auditability 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

15、 Complaint handling 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

16、 Acknowledgement 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 esc

17、alation 16 7.13 Closing 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

18、edition of EN 14012 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 c

19、orrective actions 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

20、, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. DIN EN 14012:2009-04 EN 14012:2008 (E) 5 Introduction In 1992 the European Commission pointed out in its Green paper the need

21、 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 measurement of complaints. The 1997 Directive of the European Parliament and o

22、f 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 information once a year on the number of complaints and the way they are dealt with. C

23、omplaints 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 is recommended to investigate complaints in order to verify if there is actual

24、 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 made. The service provider can use complaints in its continuous quality improve

25、ment 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 effective complaints handling at all levels within the postal organization. A

26、n 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 with existing established and sophisticated complaint management DIN EN 14012:2

27、009-04 EN 14012:2008 (E) 6 cross border mail may generate cross border complaints where it may be difficult to establish which postal 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

28、 not be the responsibility of that organization; person who complains may not be the person who has paid for the service; for example, 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 re

29、gulatory law focuses primarily on the Universal Postal Service (which differs from Member State to Member State) DIN EN 14012:2009-04 EN 14012:2008 (E) 7 1 Scope This European Standard specifies complaints handling principles related to domestic and international postal services. It applies to both

30、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 European Standard may be applied to all types of postal service both Universal service and non-universal

31、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 o

32、rder to improve quality of service. 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 o

33、rganization. When compared to 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 European Standard is applicable to the processes of the organization and consequently the q

34、uality management principles on which 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

35、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 operators complaint handling process. This European Standard consists of guidance and recommendations and is neither intended for certification, regul

36、atory or contractual use, nor as a guide to the implementation of ISO 9001. In Annex I the relationship with the second edition of this European Standard is explained. DIN EN 14012:2009-04 EN 14012:2008 (E) 8 2 Normative references The following referenced documents are indispensable for the applica

37、tion 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 Guidelines for complaints handling in organizations 3 Terms and de

38、finitions 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 information on product specifications and prices, about incor

39、rect 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“ complaint complaint about how and when postal services ar

40、e 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 for postal services provided by the service provider throug

41、h 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 individual employees operate postal procedures NOTE 1 Examples

42、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 included in this complaints category. 3.4 cause of complai

43、nt 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 Compensation rules are generally specified in the terms of business.

44、DIN EN 14012:2009-04 EN 14012:2008 (E) 9 3.6 complainant person, organization or its representative, making a complaint 3.7 complaint expression of dissatisfaction made to an organization, related to the perceived failure of its products, services or policies, or the complaints-handling process itse

45、lf, where a response or resolution is explicitly or implicitly expected NOTE Organizations may have a more detailed definition of what comprises a complaint in their respective complaint handling approaches. 3.8 complaints handling process process starting at the receipt of a complaint through a ser

46、ies of actions resulting in a final response or any necessary escalation 3.9 “complaint handling“ complaint complaint expressing dissatisfaction about 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 r

47、esponse received from the service provider. 3.10 cross border mail mail distributed from one country to another country EN 14534:2007 3.11 customer 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

48、 customer service interaction of the organization with the user throughout the life cycle of a product or service 3.13 feedback opinions, comments and expressions of interest in the products or services or the complaints handling process 3.14 final response communication by means of which the servic

49、e provider informs a complainant of the results of any investigation caused by a complaint, and whether the complaint is considered to be justified 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.