NBN EN 14012 : 2009

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Making a complaint
   4.1 General
   4.2 Process for making a complaint
   4.3 Information required when making a complaint
5 Classification of complaints
   5.1 Classification process
   5.2 Categories of complaints
   5.3 Complaints about lost items
6 Complaints management system
   6.1 General
   6.2 The complaints handling process
   6.3 Maximum handling time
   6.4 Replying to complaints
7 Redress procedures
8 Measurements of complaints
   8.1 Records
   8.2 Statistical indicators
   8.3 Reporting statistics about complaints
9 Quality control system
Annex A (informative) Flow procedures for a complaints
        management system
Annex B (informative) Report on statistical indicators
Bibliography