DIN EN 14012-2009
邮政服务 服务质量 投诉处理原则

Postal services - Quality of service - Complaints handling principles; English version of DIN EN 14012:2009-04

DIN EN 14012-2009 发布历史

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.

DIN EN 14012-2009由德国标准化学会 DE-DIN 发布于 2009-04。

DIN EN 14012-2009 在中国标准分类中归属于: M80 邮政综合，在国际标准分类中归属于: 03.240 邮政服务。

DIN EN 14012-2009 发布之时，引用了标准

• ISO 10002 质量管理.顾客满意度.组织中对投诉处理的指南*， 2018-06-30 更新

* 在 DIN EN 14012-2009 发布之后有更新，请注意新发布标准的变化。

DIN EN 14012-2009的历代版本如下：

• 2009年04月 DIN EN 14012-2009 邮政服务 服务质量 投诉处理原则

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标准号

DIN EN 14012-2009

发布日期

2009年04月

实施日期

废止日期

无

中国标准分类号

M80

国际标准分类号

03.240

发布单位

DE-DIN

引用标准

ISO 10002

被代替标准

DIN EN 14012-2003 DIN EN 14012-2007

适用范围

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.