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 implementation of ISO 9001.
In Annex I the relationship with the second edition of this European Standard is explained.