In applying the European postal directives (97/67/CE and 2002/39/CE), standards regarding the quality of service are to be set and published in relation to the universal services. With the development of the internal market, these standards aim to ensure a better quality of universal services in Europe.In this context, a project team was mandated (mandate M/312) by the European commission to develop a European standard or standards relating to the quality of access to postal services and to the quality of postal delivery. The work item was under the control of CEN technical committee 331. A report was produced by the project team which identified informatio