Complaints handling principles

Postal services – Quality of service – Complaints-handling principles

EN 14012:2019




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.

Standards are created together

Standards are created by all parties concerned