ONORM EN 14012 : 2009
Withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
POSTAL SERVICES - QUALITY OF SERVICE - COMPLAINTS HANDLING PRINCIPLES
03-15-2020
01-12-2013
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
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