BS EN 14012:2008
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
Hardcopy , PDF
10-04-2019
English
01-31-2010
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Complaint handling - Guiding principles
5 Complaint handling commitment
6 Complaint handling management
7 Operation of the complaints handling process
8 Maintenance and improvement
Annex A (informative) - Customer complaint processes -
channels and mechanisms for communicating
complaint handling processes to postal users
Annex B (informative) - Complaint channels
Annex C (informative) - Capturing user information on
complaints
Annex D (informative) - Complaint categorisation and
classification
Annex E (informative) - Responses
Annex F (informative) - Complaint reporting
Annex G (normative) - Performance improvement activity
Annex H (informative) - Continual improvement
Annex I (informative) - Transferring from 1st edition of
the EN 14012 to this 2nd edition of the EN 14012
Bibliography
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