Hivatkozási szám

MSZ EN 14012:2009

Dokumentumazonosító

147269

Cím

Postai szolgáltatások. A szolgáltatás minősége. A panaszkezelés alapelvei

Angol cím

Postal services. Quality of service. Complaints handling principles

Alkalmazási terület

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 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. 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 imple

ICS

03.240 Postai szolgáltatások

Műszaki Bizottság

A szabvány nyelve

magyar

Az érvényesség kezdete

2009-04-01

A visszavonás napja

2020-02-01

Forrás

idt EN 14012:2008

Előd

MSZ EN 14012:2003

Utód

MSZ EN 14012:2020

Módosítás

SZK-közlemények

Kapcsolódó európai jogszabály

97/67/EK AZ EURÓPAI PARLAMENT ÉS A TANÁCS 97/67/EK IRÁNYELVE (1997. december 15.) a közösségi postai szolgáltatások belső piacának fejlesztésére és a szolgáltatás minőségének javítására vonatkozó közös szabályokról (CPS)

A szabvány

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ára

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