BS EN 14012:2019 pdf download

BS EN 14012:2019 pdf download.Postal services – Quality of service – Complaints handling principles
1 Scope
This document 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 document can be applied to all types of postal service, both universal service and non-universal 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 including persons with disabilities and older persons. It also gives guidance for complaints-handling processes to be set up by postal service providers in order to improve quality of service. This document 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 document is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties. It is important to note that the number of complaints received might not be related to the level of service given. A large number of complaints on the contrary could reflect the effectiveness of the postal operator’s complaint handling process. This document consists of guidance and recommendations and is neither intended for certification, regulatory or contractual use, nor as a guide to the implementation of EN ISO 9001.
4 Complaint handling – Guiding principles
4.1 General
The overall reason to effectively manage, register and categorize complaints is to easily find information about opportunities for improvement of the quality of products, services and processes. When choosing activities for continual improvement, the organization should identify which causes of complaints that are the most important to start to deal with. The total volume of complaints and the reasons for those complaints should not be taken as the sole measure of an organization’s performance. Many organizations positively generate complaints from users, even in times of high service performance, to further drive service improvement. Comparing total complaint volumes can be misleading. Complaint volumes should also be reviewed against other factors, such as total volume of postal items. Adherence to the guiding principles set out in 4.2 to 4.14 is recommended for delivering an effective complaint handling process.
4.3 Accessibility
A complaints-handling process should be easily accessible to all complainants and through a variety of complaint access channels, so that no complainant would be disadvantaged. Information should be made available on the details of making and resolving complaints. The complaints-handling process and supporting information should be easy to access, understand and use by the widest range of users. Wherever possible, accessibility to the complaints-handling process should be free of specific charge. There shall be at least one free of specific charge access channel available to users who wish to contact an organization to make a complaint.