Bsi bs en 14012 2008 (2010)

Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BRITISH STANDARD Postal services — Quality of service — Complaints handling principles ICS 03.240 NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW BS EN 14012:2008 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 National foreword This British Standard is the UK implementation of EN 14012:2008 It supersedes BS EN 14012:2003 which is withdrawn The UK participation in its preparation was entrusted to Technical Committee SVS/4, Postal services A list of organizations represented on this committee can be obtained on request to its secretary This publication does not purport to include all the necessary provisions of a contract Users are responsible for its correct application Compliance with a British Standard cannot confer immunity from legal obligations This British Standard was published under the authority of the Standards Policy and Strategy Committee on 31 January 2010 © BSI 2010 ISBN 978 580 58990 Amendments/corrigenda issued since publication Date Comments Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EUROPEAN STANDARD EN 14012 NORME EUROPÉENNE EUROPÄISCHE NORM November 2008 ICS 03.240 Supersedes EN 14012:2003 English Version Postal services - Quality of service - Complaints handling principles Services postaux - Qualité du service - Principes de traitement des réclamations Postalische Dienstleistungen - Dienstqualität - Grundsätze der Bearbeitung von Beschwerden This 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 European Standard the status of a national standard without any alteration Up-to-date lists and bibliographical references concerning such national standards 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 translation under the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as the official versions CEN members are the national standards bodies of Austria, 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 COMMITTEE FOR STANDARDIZATION COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG Management Centre: rue de Stassart, 36 © 2008 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members B-1050 Brussels Ref No EN 14012:2008: E Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Contents Page Foreword Introduction Scope Normative references Terms and definitions Complaint handling - Guiding principles 11 4.1 General .11 4.2 Visibility .11 4.3 Accessibility 11 4.4 Acceptability 11 4.5 Responsiveness 12 4.6 Objectivity 12 4.7 Confidentiality .12 4.8 User focused approach 12 4.9 Auditability 12 4.10 Continual improvement 12 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 users 13 Complaint handling commitment .13 Complaint handling management 14 Operation of the complaints handling process 14 7.1 Communication 14 7.2 Access to complaint handling processes 14 7.3 Timescales for users to make complaints .14 7.4 Receipt of complaints 14 7.5 Classification of complaints 15 7.6 Acknowledgement of complaints received 15 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 decisions 16 7.12.1 Internal escalation 16 7.12.2 External escalation 16 7.13 Closing the record of a complaint 16 7.14 Complaint reporting & performance improvement .16 7.14.1 Internal Reporting 16 7.14.2 External Reporting .17 7.15 Improvement activity 17 Maintenance and improvement 17 Annex A (informative) Customer complaint processes – channels and mechanisms for communicating complaint handling processes to postal users 18 A.1 Communication content 18 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) A.2 Communication channels 18 Annex B (informative) Complaint channels 19 B.1 List of complaint channels involved 19 B.2 Channel operation .19 B.2.1 General 19 B.2.2 Telephone complaints .19 B.2.3 Complaints made in writing .19 B.2.4 E-mail complaints 20 B.2.5 Complaints made in person .20 B.2.6 Other facilities 20 Annex C (informative) Capturing user information on complaints 21 Annex D (informative) Complaint categorisation and classification 23 D.1 Introduction 23 D.2 Complaint justification 23 D.3 Complaint ownership 23 D.4 Complaint categories 24 D.5 Reasons for complaint 24 Annex E (informative) Responses 25 E.1 Content of responses – suggested sequence 25 E.2 Issues to be considered can include .25 E.3 Timescales for responses 25 Annex F (informative) Complaint reporting 26 F.1 General 26 F.2 Timescales for reporting 26 F.3 Report content .26 F.4 Extra monitoring data 27 Annex G (normative) Performance improvement activity 29 G.1 General 29 G.2 Assessing the organization is able to deal with the information of the complaint handling process 29 G.2.1 Organization of complaint information dissemination: 29 G.2.2 Examples of complaint analysis contribution to performance improvement: 29 G.3 Assessing how the complaint handling process drives continual improvement 29 Annex H (informative) Continual improvement 31 H.1 Continual improvement of the complaint handling process 31 H.2 Continual improvement of products and services 31 st nd Annex I (informative) Transferring from edition of the EN 14012 to this edition of the EN 14012 32 I.1 General 32 I.2 Classification of complaints .32 I.2.1 Classification process 32 I.2.2 Categories of complaints 33 I.2.3 Complaints about lost items 34 I.2.4 Maximum handling time 34 I.3 Measurement of complaints .35 I.3.1 Records 35 I.3.2 Statistical indicators 35 I.3.3 Reporting statistics about complaints 36 I.4 Report on statistical indicators 37 I.4.1 General 37 I.4.2 Permanent statistical indicators 38 Bibliography 46 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Foreword This document (EN 14012:2008) has been prepared by Technical Committee CEN/TC “331”, the secretariat of which is held by NEN This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by May 2009, and conflicting national standards shall be withdrawn at the latest by May 2009 This document supersedes EN 14012:2003 Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights The content has been extensively revised to reflect:  an increased requirement for postal operators and organizations to demonstrate a stronger focus on providing a quality mail and associated complaint handling experience to postal users;  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 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 corrective 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, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Introduction 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 measurement 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 information 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 is 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 made 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 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 with existing established and sophisticated complaint management & measurement/ reporting systems This prompted CEN/TC 331 to start a revision of the European Standard in 2005, incorporating annexes about guidance for its use This Second version of EN 14012 does not force those who already are using EN 14012:2003 to change their measurement systems to comply with the European Standard, but gives an opportunity to measure less extensively This second version is also aligned with ISO 10002 on Complaints handling and thus places more emphasis on the need for overall quality improvements within the postal organizations Regulatory aspects, information about business sensitive information and special requirements for Universal services have deliberately been left out of this European Standard The reasons are that it is up to the regulatory and governmental bodies, as well as in contracts between business partners, to refer to business agreements and this European Standard, and to state which part has to be followed and for which service National regulators may have more specific requirements than those given in this European Standard In this second edition of EN 14012, the general structure of ISO 10002 is followed For general complaints handling rules that are not postal specific, references are made to the latest version of ISO 10002, which may be revised independently of EN 14012 The intention of the modified EN 14012 is to provide guidance on how to set up a complaints handling system for postal service operators that can deliver positive solutions for postal users who complain and provide sufficient information about quality of service related to complaints Postal specific issues which need to be taken into account are: many postal organization employees are in frequent contact with postal users during the delivery of their core job and may be able to deal with complaints on the spot Most of this contact is not recognised as complaint handling contact and is therefore not formally recorded (For example, a postman conducting regular collection and delivery activity); Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E)  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 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 regulatory law focuses primarily on the Universal Postal Service (which differs from Member State to Member State) Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Scope This European Standard 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 European Standard may be applied to all types of postal service both Universal service and nonuniversal 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 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 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 quality 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 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 European Standard consists of guidance and recommendations and is neither intended for certification, regulatory 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 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Normative references The following 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 — Guidelines for complaints handling in organizations 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 Examples would be complaints about availability of information on product specifications and prices, about incorrect information and advice, or about information on complaints procedures NOTE 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 are available NOTE NOTE 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 Complaints about access points 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 individual employees operate postal procedures NOTE Examples would be complaints about rudeness or behaviour of employees which is inconsiderate of users of the postal service NOTE 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 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 Compensation rules are generally specified in the terms of business Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) I.2.3 Complaints about lost items For the purpose of classifying complaints, complaints about loss and substantial delay will be recorded together A complaint should be classified as a complaint about loss or substantial delay if the item has not been received within the number of days shown in Table NOTE In Table I.2, J + n means an on-time service standard of delivery within n working days after the date of posting Table I.2 — Definition of substantial delay Service Standard J+1 J+2 J+3 Over J + or no standard Domestic mail 13 20 27 Cross-border mail 10 20 30 40 As Table I.2 shows, the minimum time is related to the service standard, e.g J+1 for domestic first class mail The column headed “Over J+3” should be used for postal items for which no service standard has been defined Exceptionally, for cross-border mail on routes where delays of 40 days or more are not unusual a longer period than 40 days may be used to define substantial delay In determining substantial delay, non-functioning of the service provider and days of strikes or industrial disputes shall not be discounted However in the case of “force majeure”, the deduction of the corresponding period may be considered in agreement with the regulator and shall be indicated in reports For services where proof of posting is not required, the date of posting claimed by the sender should be accepted unless there is evidence to doubt it, such as inconsistent or incorrect information within the details of the complaint I.2.4 Maximum handling time The service provider shall define, for statistical purposes, a maximum handling time within which complaints shall be resolved The maximum time shall be: — no more than 30 calendar days for the domestic universal service; — no more than 40 calendar days for the cross-border universal service within industrialised countries; and — no more than 60 calendar days for the cross-border universal service to other countries except with the explicit agreement of the customer The service provider shall organise the complaints handling process in order to meet this requirement It is recognised that there may be a small number of cases where the investigation is too complex for the complaint to be resolved within the maximum handling time Quality control checks shall be applied by the service provider to confirm that handling times are being recorded correctly 34 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) I.3 Measurement of complaints I.3.1 Records For the measurement of complaints and redress the service provider shall record, at least, separate figures for every category of complaints as shown in I.2.2 The measurement system shall be operated throughout the year The measurement system shall record for each complaint: — category of the complaint; — whether the complaint was considered to be justified; — whether compensation was paid to the complainant; — date on which the complaint was received; — time taken to make a first reply (see 7.9) to the complainant; — time taken to evaluate the complaint and reply to the complainant; — time taken (if applicable) to send compensation to the complainant; and — for a cross-border postal item, the country of posting or delivery Separate figures may also be recorded for every category of “specific” and “general” complaints In this case the measurement system shall also record whether the complaint was specific or general If a complaint is received about several individual postal items each item shall be counted as a single complaint and shall be categorised separately If complaints are received from several users about the same individual postal item they may be counted as a single complaint A single complaint about one shipment or container of mail from one customer shall however be counted as one complaint If a complaint is received which gives several causes for complaint it shall be recorded in each category that is appropriate An estimate of the time taken to send compensation may be used in place of the actual time taken provided that the estimated time is greater on average than the actual time, and that audit checks are made to confirm this This estimate may be a fixed number EXAMPLE An estimate can be used if compensation is made by a different department and, as a result, it is difficult and expensive to identify the exact time to send compensation for every individual complaint I.3.2 Statistical indicators The complaints management system should provide at least the following indicators for complaints in total and for at least each category of complaints concerning loss, damage and delay within the universal service The same indicators may also be provided for other individual categories of complaints Nc = number of complaints made in the reporting period Ac = number of complaints made in the reporting period which were considered to be justified Rc = number of complaints made in the reporting period where compensation payments were made Ht = percentage of complaints made in the reporting period where the final reply was sent within the maximum handling time 35 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Tc1 = average time to give a first reply to the complainant on complaints made in the reporting period Tc2 = average time to give a final reply to the complainant on complaints made in the reporting period Tc3 = average time to send compensation to the complainant on complaints made in the reporting period calculated from the date the complaint was received Tc4 = average time to send compensation to the complainant on complaints made in the reporting period calculated from the date the final reply was sent to the complainant Ht is expressed as the percentage of Nc - all complaints made in the reporting period Tc1 and Tc2 are expressed as averages for all complaints made in the reporting period Tc3 and Tc4 are expressed as averages for all complaints made in the reporting period where compensation payments were made Tc1 , Tc2 , Tc3 and Tc4 are calculated as the number of calendar days between the day the complaint was received and the day that the reply was sent The statistic Ht shall be calculated in two ways: a) against the maximum handling time defined by the service provider (see I.1.4); b) against a standard of 30 calendar days for domestic complaints and 40 calendar days for cross-border complaints I.3.3 Reporting statistics about complaints I.3.3.1 General Reports on the numbers of complaints about the universal service and the time taken to handle complaints shall be provided at a minimum once a year based on the calendar year The reports shall be issued not later than months following the end of the period to which the report relates Reports may be produced for shorter periods of the year if desired Each report shall contain, as a minimum, the results of indicators measuring complaints in total and separately each category of complaints concerning loss, damage and delay Results for other categories of complaint may also be reported Separate reports may be made, if required, for “specific” complaints Further requirements for the reporting of statistics about complaints, including the reporting of information on specific complaints or on the other categories of complaints, may be decided between regulator and service provider For each category of complaints reported, each report shall include all the indicators: Nc , Ac , Rc , Ht ,Tc1 , Tc2 , Tc3 and Tc4 Separate figures shall be given for complaints relating to the domestic universal service and complaints relating to the cross-border universal service Separate figures may also be given for complaints related to cross-border letters and parcels posted or delivered within the European Union or any other defined group of countries In this case the names of the countries included in the group shall be reported I.3.3.2 Complaints about loss, damage or delay For complaints about lost, damaged, or delayed postal items, each report shall also include for every category the number of complaints received expressed as a percentage of the corresponding volume of mail handled by the postal operator Inc = number of complaints as a percentage of real mail volume 36 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Iac = number of justified complaints as a percentage of real mail volume Irc = number of compensation payments as a percentage of real mail volume Where: M = volume of real mail and: Inc = 100 Nc / M Iac = 100 Ac / M Irc = 100 Rc / M These indicators may also be produced for other categories of complaints if appropriate Separate figures shall be given for complaints relating to domestic letters, domestic parcels, cross-border letters, and cross-border parcels within the universal service obligation; the report shall describe the products and services that have been included within each of the groups Separate figures may also be given for complaints related to cross-border letters and parcels posted or delivered within the European Union or any other defined group of countries In this case the names of the countries included in the group shall be reported If the volume of real mail is not known exactly an estimate should be used; in this case the report should state the accuracy of the estimate For complaints about lost mail the report shall specify the category of postal services included in each level of service in Table and the periods that have been used to define whether an item is treated as delayed or lost Further details of the information to be provided in the report, and an example of the format, are shown in I.4.2 I.4 Report on statistical indicators I.4.1 General The information system on complaints is composed of: — permanent statistical indicators described in I.3.2 and summarised in Table I.3.1; — annual reporting principally described in I.3.3 and summarised in Table I.3.1 to Table I.3.8 In the tables, black coloured ones are mandatory, grey ones are provided if possible or appropriate All the figures presented are related to the Universal Service Area unless otherwise stated In addition to those figures, the service providers should: — specify which categories of postal services are included in each level of service used in I.2.3; — indicate the periods used to define whether an item is treated as delayed or lost; — describe the products and services included in each of the categories of Table I.3.5 to Table I.3.8; 37 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) — state ( in the case of estimates) the accuracy of the figures of real mail volume used in Table I.3.5 to Table I.3.8 I.4.2 Permanent statistical indicators Table I.3.1 summarises the permanent statistical indicators (see I.3.2) measured by service providers In addition, separate indicators can be provided if required for specific and general complaints NOTE Table I.3.1 (also included in the annual reporting) can be easily obtained from Table I.3.2 to Table I.3.5 38 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Table I.3.1 — All complaints number of complaints Nc justified complaints Ac complaints with compensation Rc % handled within standard timesa Ht (/Nc) % handled within defined timeb Ht1 (/Nc) average time for a first reply Tc1 (/Nc) average time for a final reply Tc2 (/Nc) All categories Item lost or substantially delayed Item arriving late Item damaged Change of address Mail delivery or collection Mis-delivery Access to customer service information Behaviour and competence of postal personnel Access to postal services How complaints are treated Other complaints a Standard b Maximum handling time is defined in I1.4 and I.2.2 handling time defined by the postal operator (see I.2.4 and I.3.2) 39 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Table I.3.2 — Number of complaints on domestic mail All categories Item lost or substantially delayed Item arriving late Item damaged Change of address Mail delivery or collection Mis-delivery Access to customer service information Behaviour and competence of postal personnel Access to postal services How complaints are treated Other complaints 40 number of complaints justified complaints complaints with compensation Nc Ac Rc Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Table I.3.3 — Handling time for complaints on domestic mail All complaints average time for a first reply Tc1 Complaints with compensation average time for a final reply Tc2 % handled within standard timesa % handled within defined timeb Ht Ht1 average time for a final reply Tc3 – Tc4 average time to send compens ation Tc4 average time to handle complai nt Tc3 10 Item lost or substantially delayed Item arriving late Item damaged Change of address Mail delivery or collection Mis-delivery Access to customer service information Behaviour and competence of postal personnel Access to postal services How complaints are treated Other complaints NOTE Tc4 gives average time between the final reply and the time the compensation is sent NOTE Tc3 gives average time between the time the complaint is made and the time the compensation is sent 41 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Table I.3.4 — Number of complaints on cross-border mail number of complaints justified complaints complaints with compensation Ac Nc Rc All categories Item lost or substantially delayed Item arriving late Item damaged Change of address Mail delivery or collection Mis-delivery Access to customer service information Behaviour and competence of postal personnel Access to postal services How complaints are treated Other complaints NOTE In addition, separate indicators can be provided if required for specific and general complaints NOTE Separate figures can also be given for complaints related to cross-border letters and parcels posted or delivered within the European Union or any other defined group of countries In this case the names of the countries included in the group should be reported 42 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Table I.3.5 — Handling time for complaints on cross-border mail All complaints average time for a first reply Tc1 Complaints with compensation average time for a final reply Tc2 % handled within standard timesa % handled within defined timeb Ht Ht1 average time for a final reply Tc3 – Tc4 average time to send compens ation Tc4 average time to handle complai nt Tc3 10 Item lost or substantially delayed Item arriving late Item damaged Change of address Mail delivery or collection Mis-delivery Access to customer service information Behaviour and competence of postal personnel Access to postal services How complaints are treated Other complaints NOTE Tc4 gives average time between the final reply and the time the compensation is sent NOTE Tc3 gives average time between the time the complaint is made and the time the compensation is sent 43 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Table I.3.6 — Complaints on domestic letter mail number of domestic letters % total number of complaints M number of domestic letters NOTE item lost or substantially delayed - item arriving late - item damaged - 100 Nc /M % total number of justified complaints 100 Ac / M % total number of complaints with compensation 100 Rc / M - - - M gives the corresponding volume of real mail; exactly known or estimated Table I.3.7 — Complaints on domestic parcels number of domestic parcels % total number of complaints M number of domestic parcels NOTE 44 item lost or substantially delayed - item arriving late - item damaged - 100 Nc /M % total number of justified complaints 100 Ac / M % total number of complaints with compensation 100 Rc / M - - - M gives the corresponding volume of real mail; exactly known or estimated Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Table I.3.8 — Complaints on cross-border letter mail number of crossborder letters % total number of complaints 100 Nc /M % total number of justified complaints 100 Ac / M % total number of complaints with compensation 100 Rc / M - - - M number of cross-border letters item lost or substantially delayed - item arriving late - item damaged - NOTE M gives the corresponding volume of real mail; exactly known or estimated NOTE Separate figures can also be given for complaints related to cross-border letters and parcels posted or delivered within the European Union or any other defined group of countries In this case the names of the countries included in the group should be reported Table I.3.9 — Complaints on cross-border parcels number of crossborder parcels % total number of complaints 100 Nc /M % total number of justified complaints 100 Ac / M % total number of complaints with compensation 100 Rc / M - - - M number of cross-border parcels item lost or substantially delayed - item arriving late - item damaged - NOTE M gives the corresponding volume of real mail; exactly known or estimated NOTE Separate figures can also be given for complaints related to cross-border letters and parcels posted or delivered within the European Union or any other defined group of countries In this case the names of the countries included in the group should be reported 45 Licensed Copy: athen reading, Reading University Library, 24/01/2010 10:30, Uncontrolled Copy, (c) BSI BS EN 14012:2008 EN 14012:2008 (E) Bibliography [1] CEN Guide Guidelines for standards developers to address the needs of older persons and persons with disabilities [2] EN ISO 9004:2000 Quality management systems Guidelines for performance improvements (ISO 9004:2000) 46 Licensed Copy: athen 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