What is BS EN 14012 about- Postal services complaints handling principles?

BS EN 14012 is a European Standard that focuses on postal services and quality of service with complaint handling. BS EN 14012 specifies complaints-handling principles related to domestic and international postal 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.

BS EN 14012 can be applied to all types of postal service, both universal service and non-universal service, and by all types of postal organizations. BS EN 14012 defines various types of complaints and establishes a methodology for handling complaints to improve the service given to postal users including persons with disabilities and older persons.

BS EN 14012 also gives guidance for complaints-handling processes to be set up by postal service providers to improve the quality of service.

Note-

The number of complaints received might not be related to the level of service given. Many complaints on the contrary could reflect the effectiveness of the postal operator's complaint handling process.

Who is BS EN 14012- Postal services complaints handling principles for?

BS EN 14012 on Postal services complaints handling principles is useful for:

E-commerce companies
Postal service providers
Government organizations
Shipping and logistics companies

Why should you use BS EN 14012- Postal services complaints handling principles?

BS EN 14012 applies 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 BS EN 14012 is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties.

BS EN 14012 informs that how to give quality of service to our end-user and the basic methods for complaint handling process.

BS EN 14012 helps you to achieve the desired goals, increase productivity and service quality.

What’s changed since the last update?

BS EN 14012:2019 supersedes BS EN 14012:2008. BS EN 14012:2019 includes some technical changes concerning BS EN 14012:2008. These include:

An increased requirement for postal operators and organizations to demonstrate a stronger focus on providing a quality mail and associated complaint handling experience to postal users
Limiting the number of measuring parameters
Stronger alignment with ISO 10002 adhering to the measuring method described in the first edition of EN 14012 means that also the measuring requirements of this revised 2nd edition of EN 14012 are met. Annexe G contains general information regarding measuring and reporting of complaints based on the criteria described in the first edition of EN 14012 and included in Annex I. However, BS EN 14012 of EN 14012 contains more requirements on improvements and corrective actions

BS EN 14012:2019

Postal services. Quality of service. Complaints handling principles

Current, Under Review

Published:

30 Sep 2019